Lead IT Service Management and Compliance Analyst

Job Family

IT Operations

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

Transamerica is organized into three distinct businesses. These include
1) World Financial Group, including Transamerica Financial Advisors,
2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and
3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide. For more information, visit

Participate in the execution of IT Service Management processes and functions. Implement services, establish standards and processes, deliver configuration management database (CMDB), and report on service metrics. Responsible for managing and executing an assigned program/project. Proficient in handling the change management process and service management activities.

• Demonstrate an advanced understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as Service Now.
• Develop and integrate issue and request handling as well as escalation policies and procedures to operating practices.
• Analyze incident trends and anticipate potential problems for proactive resolution.
• Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception. Partner with the GTS team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
• Develop and communicate tactical and strategic resolutions to issues and operating procedures.
• Partner and initiate plans with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
• Educate, enable and promote Service Management awareness of and access to Service Management processes.
• Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
• In-depth experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle.
• Strong documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures.
• Manage the implementation and maintenance of…