| Leveraging your experience in Production Support, reporting, and operational leadership, you’ll shape strategy, establish best in class support practices, and partner deeply with business and technology leaders to build transparent, well governed support processes and data insights that enable clear visibility into system issues, effective escalation, and consistent executive communication. Best in class support practices, and partner deeply with business and technology leaders to build transparent, well governed support processes in class support practices, and partner deeply with business and technology leaders to build transparent, well governed support processes in class support practices, and partner deeply with business and technology leaders to build transparent, well governed support processes in class support practices, and partner deeply with business and technology leaders to build transparent, well governed support processes. |
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WHAT WE CAN OFFER YOU:
- Estimated Salary: Business Systems Consultant III: $105,000 - $130,000, plus annual bonus opportunity
- 401(k) plan with a 2% company contribution and 6% company match.
- Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
- Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.
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WHAT YOU'LL DO:
- Leadership & Strategy: Design and advance enterprise ITSM operating models across Incident, Request, Knowledge, Problem, and Change Management—aligned with ServiceNow ITSM and governance standards—while leading KCS adoption to improve centralized knowledge capture and reuse.
- Partner cross-functionally with BA, IS, Product, ART, and ServiceNow teams to strengthen collaboration in incident reporting, triage, prioritization, and resolution, driving standardization, continuous improvement, and measurable operational outcomes.
- Team Management & Development: Hire, mentor, develop, and performance‑manage Production Support specialists/analysts. Implement onboarding, shadowing, and training pathways to build expertise. Promote problem‑solving, critical thinking, and swarming to accelerate resolution and prevent repeat issues.
- Operational Excellence: Establish consistent rhythms: daily standups, major incidents, RCAs, retrospectives, customer touchpoints and dashboard/reporting.
- Partner with enterprise ServiceNow team to build and maintain ServiceNow workflows, automations, dashboards, and self‑service improvements. Hold themselves and team accountable to build, track and mature KPIs and associated reporting that could include MTTA, MTTR, SLA/SLO adherence, NPS, CSAT, FCR, deflection rate, knowledge reuse.
- Business Partnership & Communication: Collaborate with senior stakeholders, Product Owners, ARTs, L&D, and Business Group leaders to align support strategies with business outcomes. Establish and lead communication, change management, and production readiness for major initiatives and rollouts.
- Innovation & Optimization: Build and expand long-term capabilities such automation, self‑service, virtual agents, proactive monitoring, and AIOps capabilities. Reduce repetitive incidents and operational workload; improve reliability and stability.
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WHAT YOU’LL BRING:
- 5+ years in Production Support, Business Analysis, ITSM, or Operations leadership.
- Strong knowledge of ServiceNow ITSM modules or similar incident and workflow tools.
- Strong stakeholder management, customer engagement, reporting, and communication skills.
- Demonstrated success building and operationalizing KPIs and dashboards, translating operational data into actionable insights and business outcomes.
- Experience with Claims, Absence, Billing, Payments, Sales, Service, EDI, or Implementation domains.
- Experience leading and coaching high‑performing teams including performance reviews, goal setting, and development
- You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
- Ability to work at our home office located in Omaha, Nebraska, in a hybrid environment.
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PREFERRED:
- 3+ years of experience managing a support team
- Strong change management and production readiness experience for largescale system launches, major incident management (MIM), or business transformations.
- Proven experience implementing or maturing Knowledge Management/KCS.
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We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.
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