FBS IT Service Integrator - Remote Eligible

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 of 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,