IT Process Manager in Lincoln, RI at Amica

Date Posted: 4/12/2021

Job Snapshot

Job Description

Lead IT Process Manager

Corporate Information Systems Department
25 Amica Way, Lincoln, RI 02865

Want to join a company where doing good is what we do?
The feeling is mutual.


  • Extensive experience in Service Management lifecycles particularly Service Operations (Incident, Problem, Knowledge).
  • Accountable for process outcomes and providing leadership and management over process activities and resources.
  • Ensure that all activities are carried out as required throughout the process and service lifecycle.
  • Define process scope, objectives, and outcomes. Identify and authorize process enhancements for improving the efficiency and effectiveness of the process and related activities.
  • Lead stakeholder engagements to establish critical success factors and key performance indicators.
  • Define metrics and develop reports to measure process performance against expected outcomes.
  • Ensure appropriate process documentation is created, made available, and remains current.
  • Responsible for the definition, management, and compliance of the policies, practices and standards that are employed throughout the process.
  • Provide guidance, promote mentoring and assess the performance of resources.
  • Provide mentoring on process management, documentation, and process tools to the team.
  • Develop and conduct process training curriculum.
  • Attend training and/or industry seminars as appropriate, to stay abreast of current technologies, trends and directions.
  • May be called upon to handle other duties as required.


  • Bachelor's degree and a minimum of 9 years of IT experience, including process and project management, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
  • In depth understanding of frameworks for process improvement, Service, Support, and Delivery (ITIL, DevOps, Agile).
  • Excellent oral and written presentation skills.
  • Excellent analytical skills.
  • Dedicated to meeting the expectations and requirements of customers; acts with customers in mind; establishes and maintains effective relationships.
  • Makes sound decisions based upon a mixture of analysis, wisdom, experience and judgement.
  • Sets clear objectives and measures; capable of monitoring process, progress and results.
  • Capable of designing and implementing practices, processes, and procedures that effectively utilize people and technology.
  • Able to organize people and activities to maximize process efficiency and effectiveness and is able to define metrics to measure process outcomes.

Preferred Skills and Certifications

  • ITIL Certification (Intermediate Level or above)
  • Experience with enterprise ITSM platforms (Remedy, JIRA, Smart Reporting, and BMC Discovery)
  • Functional understanding of governance, security, and audit frameworks, such as COBIT, NIST, and ISO/IEC
  • Certification in one or more of the following: Lean IT, Lean Six Sigma, CMMI, COBIT, PMI-PMP/Agile

Perks and Benefits

• Paid vacation, holidays and sick days
• Generous leave programs, including paid parental bonding leave
• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Generous retirement benefits
• Opportunities for advancement in a successful and growing company

About Amica
Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.