Great-West Financial Empower Retirement

ITSM Senior Analyst

US-CO-Denver (DTC)
3 weeks ago
Job ID
# Positions

Position Highlights

Be Bold Be Brilliant


Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.


Our over 5,000 associates across 40 locations across the country provide world class service to:


30,000+ employer sponsored retirement plans

8 million+ employees participating in their employer-sponsored retirement plan

467,700+ individual life insurance and annuity accounts

$460 billion+ total assets under administration


This role will be primarily responsible for Incident and Problem management within the delivery lifecycle. Will be accountable for reporting on the performance of services through Service Level Agreements (SLA), Key Performance Indicators (KPI) and metrics. The incumbent collaborates closely with other ITSM services and Service Management processes. They will partner with the problem management, change management and monitoring/alerting teams to deliver seamless, end-to-end management of incidents in the production IT environment. A strong dedication to customer service is paramount to the success of this individual.

Primary Responsibilities

  • Partners with the cross-functional team that responds to incidents, drives to restoration, communicates status and ensures identification of root cause.
  • Align ITIL best practices, benchmark services, and identify trends to build continuous service improvement.
  • Performs as incident manager and communications manager for all technology incidents requiring multiple resources, bridge coordination and global communications to users.
  • Manages the JIRA project and Kanban board for all incidents and issues that impact the various systems and environments (production, test, UAT, etc.)
  • Drives teams to troubleshoot and investigate technical issues that may be the result of problems with code, software, hardware or processes. Creates the plan and manages the delivery of associated solutions identified.



  • ITIL Practitioner certified
  • Scrum certified


  • Bachelor’s degree or equivalent experience

Other Preferred Qualifications:

  • Experience with monitoring and alerting tools (eg App Dynamics, Splunk, etc)
  • Experience in tier 3 or tier 4 production support to identify trends and anomalies, including researching and troubleshooting technical problems to identify root cause for technical issues.
  • Experience working with teams to create plans to mitigate technical issues, incidents and problems
  • 3-5 years experience with Jira and Confluence
  • Experience in Agile or DevOps methodologies as it relates to production support and problem resolution
  • Working knowledge and expertise in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices.
  • Excellent planning and prioritizing skills.  Experience in implementing process improvement programs experience in root cause analysis and trend analysis for support centers required.
  • 3-5 years of experience in project implementation and planning including vendor interaction and management for Desktop services such as equipment refresh and supporting Tier 1 & 2 systems.
  • Excellent written and oral communication skills and people skills a must.
  • Ability to work required shifts including weekend, evening and on-call as necessary.


About Great-West Financial

At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.


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