IT Incident and Change Manager

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

This position will be the IT Incident & Change Manager that works across the IT teams, and partners with the business when needed, to perform IT restorations and root cause analysis.

What You'll Do:

• Primary focus areas:  IT Incident & IT Change Management

• Responsible for the day to day operational responsibilities for the associated Service Management process area.

• Will perform backup operational responsibilities for one or more IT Service Management process areas.

• Responsible for the generation and distribution of requested and cyclical reports for the associated process area.

• Participates and supports regularly scheduled service management forums.

• Actively participate in projects to support the advancement of Service Management practices to IT.

• Review ITSM tool records and reports to ensure compliance to quality and SLAs.

• Create and update procedure documentation.

• Attain a firm understanding of the Title Insurance Industry and how IT Operations Technology solutions support those business processes.

• Have a firm understanding of the First American organization and the interrelationships between the Business processes and the IT roles and responsibilities.

• Required to perform duties outside of normal work hours based on business needs.

What You'll Bring:

• BS Degree or equivalent work experience
• Typically have 3-5 years of directly related experience.
• ITIL v3 Foundations certification preferred
• Preferred experience with Autotask, Service First, or other ITSM Ticketing Systems

Pay Range: $78,000 – $148,000 annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.