FBS IT Service Integrator (ITSM experience)

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

Requirements:
• Align ITSM practices across internal and external service providers ensuring accountability.

• Facilitate end-to-end process integration for Incident, Change, Request, and Problem Management, ensuring standardized workflows and handoff protocols.

• Develop, maintain, and communicate unified RACI matrices, process documentation, and integration guidelines.

• Manage the creation and monitoring of unified SLAs/OLAs; oversee the collection and reporting of KPIs and service performance metrics.

• Serve as the primary point of escalation for cross-provider service issues, driving resolution and root cause analysis.

• Create transparency among all stakeholders, facilitating cross-provider meetings and continual improvement initiatives.

• Enable toolset integration for ITSM activities, ensuring consistent data and process flows.

• Participate in governance forums, provide status updates, and contribute to strategic service delivery planning.

• IT Governance Library

• Coordinate between areas, technical, providers, change management,

• Technical & Business Skills

• Strong knowledge of core ITSM processes (Incident, Change, Request, and Problem Management) and industry frameworks such as ITIL and ISO/IEC 20000.

• Proven experience in multi-provider or Mult sourcing IT environments, service integration, or vendor management.

• Excellent understanding of service integration best practices and concepts (SIAM exposure highly desirable).

• Demonstrated ability to coordinate and harmonize ITSM delivery across diverse teams and providers.

• Proficiency with ITSM tools (e.g., ServiceNow (Huge PLUS) or BMC Remedy) and IT service reporting/dashboards. (Knowledge, Familiarity)

• Outstanding communication, negotiation, and relationship-building skills.

• Analytical mindset with competency in process mapping, issue resolution, and performance metric analysis.

• Strong organizational skills and the ability to manage multiple initiatives and priorities.

• High attention to detail, documentation, and governance.

• Change management and facilitation skills.

• ITIL Foundation certification (PLUS) or equivalent certifications ITSM certifications, ITIL Intermediate/Expert, SIAM Foundation/Practitioner, or ISO/IEC 20000 certifications are a strong plus.

Benefits:
This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.

• Comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.

• Private Health Insurance.

• Paid Time Off.

• Training & Development opportunities in partnership with renowned companies.