Farmers Insurance Careers

Program Manager II

Woodland Hills, California
Information Technology


Job Description

Requisition ID: 1800072E
  
We are Farmers! 
  
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world. Start your career at Farmers today! 
 
Job Summary 
  
Manages a group of staff; Plans and controls day to day project tasks and budgets; Adheres to IT governance; Manages relationship with immediate environment, enabling commitment; Works with business unit to define needs and arranges appropriate resources; Coordinates delivery of work from all suppliers for a large scale project, including risk, quality, change management, schedule, and financial management; Accountable for development of work orders/cost estimates to/from suppliers, Acceptance Criteria and User Acceptance Testing; Responsible for project level planning, monitoring and reporting. 
 
Essential Job Functions   
 
  • Act as the Single Point of Contact that is focused on resolving conflicts and Production issues identified by the Business. 
  • Deliver communications and updates to the Business that are non-technical yet transparent and informative.
  • Provide 24x7 support to responsible application/business services, and willing to work on weekends and/or after hours  
  • Communicate to the Head of Claims Infrastructure Operations and Applications Support on a 24x7 basis during significant Production issues. 
  • Drive the timeliness of resolutions on all requests while creating an environment of partnering between IT and the Business. 
  • Hold peers accountable to provide solutions, next steps and communications.
  • Collaborate with various internal and external organizations to develop, manage and deliver requests. 
  • Oversee project conflicts conducted by Farmers, Zurich and other Affiliate companies that impact the Infrastructure and Application environments. 
  • Function as a strong and heavily experienced technology resource for use in managing, advising, and/or participating as a representative on projects. 
  • Support the deployment of enterprise upgrades for the Infrastructure and Application teams that impacts Farmers, Zurich and other Affiliate companies. 
  • Drive Collaborative projects with teams composed of various technologists from ideation through implementation. 
  • Leverage past experiences to create “best practices” and “innovative standards”. 
  • Develop strategy to improve customer experience, decrease costs and shorten implementation times that are associated with Global efforts. 
  • Communicate to the senior management and the general organization on the support efforts of project related items by keeping the organization aware of Incidents that are the result of Affiliate related support items.
  • Manages supplier relationship which consists of onshore and offshore resources.
  • Monitors and ensures that Critical Success Factors (CSF), Service Level Agreements (SLA) and Key Performance Indicators (KPI) are met by suppliers.
  • Works with stakeholders from other support groups, development teams, infrastructure teams and business contacts for production issues and implementations.
  • Effectively handles production incidents/outages.  This includes timely and critical communications to relevant stakeholders.
  • Ensures that root cause identification is secured for all incidents.  Identifies recurring patterns and takes actions for permanent and preventive solutions.
  • Oversees and participates in transition management related tasks for key initiatives.
  • Produces high quality presentations, scorecards and implementation plans.
  • Present them to IT/Business stakeholders, and measure the success of continuous improvement
  • Supports ITIL processes and makes sure to enforce and abide by them (Change, Incident, Problem).
  • Identifies opportunities and implement automations from manual processes and improve Operational efficiency.
  • Leverage Enterprise monitoring tools to prevent production issues, and further address gaps in monitoring by defining new monitoring requirements.
  • Develop and maintain project plans.
  • Lead and utilize soft skills to influence participants of all levels towards the common goal.
  • Proactively identify and mitigate risks and issues.
  • Communicate effectively and clearly through written and verbal communication skills.
  • High attention to details.
  • Should possess strong analytical skills.
  • Support experience with Salesforce platform is a plus.
  • Experience/Knowledge on Telecommunications systems is a plus.
  • Support experience in Customer Service and Call center operations is a plus.
  • PMP and/or ITIL certification is a plus.
Physical Actions 
 
Required job duties are essentially sedentary work consisting of occasional walking, standing and lifting and/or carrying 10 lbs. maximum, and seeing.
  
Physical Environment 
 
Required job duties are normally performed in a climate controlled office environment.
  
Education Requirements 
  
Bachelor’s degree or equivalent or specific relevant experience 
 
Experience Requirements 
  
  • Level II: 4 years experience in an IT environment, including 1 year in a supervisory role or 1 year as a Program Manager I 
  • Should have at least 3 years of IT Application Production support experience for highly complex transactional and enterprise scale applications, including minimum 1 year in a supervisory role or 1 year as a Program Manager I.
 
Special Skill Requirement 
  
May require occasional traveling regionally or globally Excellent written and oral communication skills in local language Level-2: Able to take part in meetings and discussions and give information about own area of expertise, able to compose memos, simple letters and short texts. 
  
 
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 
 
#dice

Schedule: Full-time

Job Posting: 08/30/2018