Zurich NA Jobs


Job Information

Zurich NA Service Management Analyst in Schaumburg, Illinois

Service Management Analyst


Zurich is currently searching for a Service Management Analyst to work out of our North American headquarters in Schaumburg, IL.

As a member of the End User Service Management team supporting Zurich’s End User environment, the Service Management Analyst will work under general supervision to ensure Service Desk and Incident Handling service levels are achieved by improving and maintaining knowledge collateral, working with end users to address points of failure, and driving overall end-user satisfaction. The Analyst will also provide oversight to resources performing Total Problem Care and complex ticket assignment activities.

Additional responsibilities will include:

  • Enable Service Desk Own the internal IT Knowledge Management process: conduct interim audits, review collateral with application owners, manage manual clean-up activities, and help asset owners write clear & concise material

  • Ensure end user engagement by managing the post-ticket survey feedback process

  • Support Service Desk Lead in routine audit and data analysis

  • Leverage process development and communication skills to drive Continuous Process and Operational Improvement opportunities based on internal data and industry guidelines

  • Provide oversight to individuals driving Total Problem Care and ticket resolution; assist Total Problem Care team with ticket routing issues when needed

  • Collaborate with global colleagues to implement and/or expand “best practices” for more consistent operations and end user service delivery

  • Identify & implement strategy and maturity improvement based on trends, technology offerings, data, etc.

  • Interpret data and metrics using quantitative and analytical skills to evaluate the end user experience

Basic Qualifications:

  • Bachelors Degree and 0 or more years of experience in the information technology, security awareness and education development or communications areaOR

  • Zurich Certified Apprentice, including Association Degree and 0 or more years of experience in the information technology, security awareness and education development or communications areaOR

  • High School Diploma or Equivalent and 2 or more years experience in information technology, security awareness and education development or communications area


  • Strong verbal and written communication skills

  • Customer service and problem solving skills

  • Familiarity with or experience using MS 0365 tools (primarily Word & Excel)

  • Strong problem-solving analytical skills

  • Self-driven to complete tasks with minimal oversight

  • Experience identifying process improvement opportunities

As a condition of employment at Zurich, employees must adhere to our COVID-related health and safety protocols ( https://www.zurichna.com/careers/faq ), including, without limitation, a requirement that employees attest as to their vaccination status with a YES/NO, and upload proof of vaccination status, or negative COVID test results when allowable, to a third-party vendor. These are continuously re-evaluated and the requirements may change at any time.

A future with Zurich. What can go right when you apply at Zurich?

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please clickhere (https://www.zurichna.com/careers) to learn more.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Location(s): AM - Schaumburg

Remote Working: No

Schedule: Full Time

Linkedin Recruiter Tag: #LI-RD1