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Title: Operations Lead
Location: Minneapolis, MN 55416

Summary of position:
Expert in understanding, articulating, and implementing IT Service Management (ITSM) & Operations (OPS) best practices related to product, systems and controls including inputs and outputs. Supports project and change initiatives by determining and implementing complex business rules, procedures, user acceptance test script writing and execution and business readiness (SOPs, training, communication). Acts as process consultant to improve complex BAU process, customer or producer experience and nearshore/offshore optimization opportunities. Collaborates on opportunities to enhance complex service or processes (across departments), coordinate internal department and change plans including mentorship of business area staff. Oversees the business requirements and related ITSM & OPS team processes for multiple systems. Responsible for the management of overall ITSM & OPS control environment processes to ensure that they align with the respective company policy. Facilitates reporting from data within the systems as required.

Responsibilities:
Ensures various ITSM & OPS internal and service team systems and processes align with services, business rules, underlying procedures and controls, including end to end enhancement management i.e., spreadsheets, SharePoint, Teams, Access databases, etc. This role will collaborate with the ITSM and OPS owner for the SIM Platform at ATA.
Leads system configuration, integration and/or data/process changes for multiple systems that represent complex business processes, rules, controls and reports for area of expertise. If applicable, this will be done in conjunction with the appropriate process/tool functional lead and/or the ATA Integration Manager.
Accountable to manage and advance in maturity the ITSM & OPS control environment, control narratives and will be point on all related audits, reviews and assessments. Will be point of contact and manage audit and control remediation efforts
Ensures processes are appropriately utilized and followed in alignment with global requirements.
Provides reporting, metrics and key performance indicators for critical ITSM & OPS activity.
Accountable for developing and recommending continuous improvement in ITSM & OPS processes and systems.
Will manage all functional rules and corporate rules that are either in place for the ITSM & Operations Team or for the services provided by the team to internal and external customers
Will be point for all declared audits, compliance or risk evaluations, assessments or questionnaires as required by AT, ATA or external customers.

Experience/Skills:
8-10 years relevant technical and/or business experience required
Four-year degree or equivalent work experience required
Preferred:
11+ years experience of Operations or Insurance/Financial Industry experience preferred
Advanced degree in a business-related field preferred