FBS IT Service Integrator

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

The IT Service Integrator is responsible for coordinating and optimizing the delivery of IT services across multiple internal and external providers at Farmers. This role ensures seamless process integration, clear accountability, and governance for core IT Service Management (ITSM) processes—including Incident, Change, Request, and Problem Management. The Service Integrator acts as the central point of coordination between providers, driving standardization, issue resolution, compliance, and improvements aligned with business objectives.

Key Responsibilities

•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 Management

Coordinate between areas, technical, providers, change management,

Requirements:
• 4-6 years of experience in a similar role
• Full English Fluency
• BS in Management Information systems or similar
• Experience in Vendor, Contracts (PLUS)

Technical and 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 competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.