Genworth

Role Description The Associate Care & Wellness Program Enrollment Specialist will be part of a team that delivers a long-term care insurance program designed to help policyholders live healthier longer and provide education to those who support them. You will be responsible for providing person-centered, strengths & evidence-based, short-term care management services to long-term care insurance policyholders who are interested in aging at place at home. These policyholders may have had recent functional or cognitive changes. This role specifically influences policyholders and caregivers to participate in the program and performs high level telephonic assessments to determine their key risks to aging in place. What you will be doing: - Responding to inbound calls and inquiries about the program. - Researching any prior claim activity and questions or spousal claim activity. - Making outbound calls to policyholders and family members to educate about the program and influence them to participate. - Using standardized tools to comprehensively assess the policyholder and/or family member. - Reviewing program recommendations with the policyholder and/or family member and influencing them to take actions. - Setting up next program steps for the policyholder and/or family member with a colleague on your team based on their needs. - Reviewing the policyholder’s claim intake call and any prior claim information to best understand their current situation. - Using clinical judgment to discern if they are appropriate candidates for intervention or if they need additional care. - Comprehensively assessing and addressing the insured’s biological, psychological, environmental, and social needs. - Exhibiting exceptionally strong phone skills (e.g. empathetic tone, patience, warm voice) and using active listening and motivational interviewing skills during the assessment. - Synthesizing assessment results to make recommendations on appropriate interventions within a program. - Being one of the policyholder’s initial contacts with Genworth at a time of need for them. - Developing a warm and professional rapport with the insured’s care team (family) and integrating them into the assessment when appropriate. - Providing fundamental education on aging resources, medication management, and daily living aids. - Conducting internet research for resources for the insured and advocating for them. - Providing education on common medical conditions using understandable terms for both older adults and their families. - Providing preliminary coaching to caregivers on how to best support the insured. - Solving routine standard problems for policyholders and their families using a network of internal resources. - Working independently and in an interdisciplinary team environment. - Managing and prioritizing a work queue and multiple job responsibilities. - Demonstrating an openness to cross-functional assignments within the position/team. - Providing feedback on process improvement opportunities and coaching peers as appropriate. Qualifications - Passion for working with older adults and their family members. - 2-5 years of professional experience with older adults and their families (home care, home health, hospice, hospital, nursing home, area agency on aging, or community placements). - College degree or certification/license in a field related to care management (e.g., child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work) or equivalent work experience. - Experience with recruiting, selling, or program enrollment geared towards seniors. - Experience with performing assessments for older adults and caregivers. - Superior written and verbal communication and customer service skills. - Ability to meet weekly productivity standards and maintain a high level of quality. - Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems. - Demonstrated experience in making sound business decisions using risk management and quality protocols. - Work effectively in a team environment and independently. - Professional and personal effectiveness in establishing relationships with a variety of internal and external customers. - Desire to learn how to interpret Long Term Care Insurance contracts and benefits. - Understanding of single and cumulative medical conditions (particularly those common in the aging process), including their effect on physical/cognitive function, as well as their prognosis and rehabilitative potential. - Good working knowledge of systems applications (e.g., WORD, EXCEL, PowerPoint, etc.) and willingness to learn claims and workflow systems. Requirements - Certification or license in a field related to care management (e.g., child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work). - Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments in regaining optimal independence. - Strong knowledge of senior/geriatric/home health care, continuum of care, long-term care insurance and/or the Medicare program. - Personal or professional experience with caregiving. - Prior experience working in a corporate environment. - Experience with using a CRM. - Telephonic case management experience. Benefits - Competitive Compensation & Total Rewards Incentives. - Comprehensive Healthcare Coverage. - Multiple 401(k) Savings Plan Options. - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!). - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave. - Disability, Life, and Long Term Care Insurance. - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support. - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management). - Caregiver and Mental Health Support Services.

Role Description As an Actuary and member of the Model Risk Team, you will assess and manage model risk for Genworth's US Life Insurance, CareScout Insurance, CareScout Services businesses, and Genworth’s Investment and Corporate functions. You will lead independent model validations, partner with model owners and business leaders, and help advance best-in-class model risk management practices across the enterprise. What you will be doing: - Lead independent model validations for actuarial, finance, investment, and data science models. - Validate that models are fit for purpose and functioning as expected based on their design, input data, methodology, and output. - Provide effective challenge on model rationale, reliability, stability, robustness, and limitations. - Identify model issues, confirm their resolution, and document validation findings for both technical and non-technical audiences. - Collaborate with model owners, developers, and business leaders to deliver independent, value-added model risk management. - Assess the enterprise’s inherent and residual exposure to model risk based on its business processes, and risk management strategies. - Contribute thought leadership and insights on modeling, model risk management, model controls, and model governance. - Improve the efficiency and efficacy of existing model risk management processes. - Share industry knowledge, best practices, and notable validation findings with the Model Risk Team. Qualifications - Bachelor’s Degree in a quantitative discipline. - Fellow of Society of Actuaries (FSA) or Associate of the Society of Actuaries (ASA); FSA preferred. - 7+ years of relevant experience within the Life, Annuity, or LTC insurance industries. - 3+ years of experience developing actuarial models in an actuarial software platform (Moody’s AXIS or MG-ALFA/Integrate preferred). - Proficiency in SQL or programming languages such as Python, R, or SAS. - Familiarity with actuarial valuation, projections, experience study or pricing models. - Interest in adopting and building AI tools to improve how we work. - Ability to document models, processes, and validation findings for technical and non-technical audiences. - Ability to work independently, take ownership of projects, and self-study unfamiliar topics. Requirements - Nice to have: Master’s degree in a quantitative discipline. - CERA designation. - Familiarity with predictive analytics, statistical techniques, or AI/machine learning models. - Experience with using AI tools to improve processes and boost productivity. Benefits - Competitive Compensation & Total Rewards Incentives. - Comprehensive Healthcare Coverage. - Multiple 401(k) Savings Plan Options. - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!). - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave. - Disability, Life, and Long Term Care Insurance. - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support. - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management). - Caregiver and Mental Health Support Services. Company Description At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: - Make it human: We care about the people that make up our customers, colleagues, and communities. - Make it about others: We do what's best for our customers and collaborate to drive progress. - Make it happen: We work with intention toward a common purpose and forge ways forward together. - Make it better: We create fulfilling purpose-driven careers by learning from the world and each other.

• Reviewing clinical assessments completed by field assessors to determine chronic illness status and develop a plan of care with supporting written documentation. • Collaborate with field assessors and facility staff via phone to determine if further information is needed on a claimant or member’s health status • Call claimants, family members or facility staff to update records on their present health status and provide a new plan of care, as well as handle telephonic assessments • Work with new clients to develop processes that meet their insureds’ needs.

Role Description The position of Associate Claims Clinical Specialist plays a leading role in the insured or member’s assessment process. We provide services to a variety of clients, all that require your deep knowledge of long-term care needs of an aging or chronically ill population. You will be part of a remote team of clinicians that spend their days reviewing clinical assessments completed by field assessors and writing Plans of Care for Long Term Care Insurance and other government sponsored insurance plans. Some days will be spent reaching out to claimants or members, their families, or facilities to discuss updates to their health and develop a plan of care. As our client list and capabilities grow, our opportunities also grow. This position uses your eldercare expertise and excellent communication skills to assure that the company serves our clients with the highest degree of quality, respect, and customer service. The successful candidate must be caring and empathetic with claimants, members, and their families. What you will be doing - Reviewing clinical assessments completed by field assessors to determine chronic illness status and develop a plan of care with supporting written documentation. - Collaborate with field assessors and facility staff via phone to determine if further information is needed on a claimant or member’s health status. - Call claimants, family members or facility staff to update records on their present health status and provide a new plan of care, as well as handle telephonic assessments. - Work with new clients to develop processes that meet their insureds’ needs. Qualifications - RN with a current license residing in a Nursing License Compact state with licensure in their residential state and a Nursing Compact License. - A minimum of 3 years of professional clinical experience in case management, home care, or a rehabilitation setting, preferably with a geriatric population. - Strong knowledge of Microsoft applications to include Outlook and Word. Proficient with workflow management tools and CRM. - Ability to data input into a digital platform while discussing care needs with a claimant or member. - Ability to handle inbound and outbound calls with claimants, family members, facilities and agencies. - Excellent communication skills, both oral and written, with a customer service focused attitude to build rapport and relationships. - Ability to meet daily tracked standards in both production and quality. - Excellent computer, data input and technical skills including working with multiple screens. - Demonstrate technical and professional expertise through problem resolution, while maintaining composure. - Robust critical thinking capabilities, coupled with the ability for independent decision making. - Strong multi-tasking, time management and follow-up skills to complete tasks in time sensitive manner. - Ability to independently resolve service issues and follow escalation protocol on issues. - Ability to make positive impressions over the phone and build rapport with clients, despite conversations that can be difficult or emotion filled. - Ability to work remotely in a quiet environment with strong, reliable internet while maintaining production levels. Requirements - Nice to have: BSN or equivalent. - Knowledge of Long-Term Care settings and residents. - Previous experience with Long Term Care, Medicare, or Medicaid Assessments. - Telephonic case management experience. - Bilingual. Benefits - Competitive Compensation & Total Rewards Incentives. - Comprehensive Healthcare Coverage. - Multiple 401(k) Savings Plan Options. - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!). - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave. - Disability, Life, and Long-Term Care Insurance. - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support. - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management). - Caregiver and Mental Health Support Services.

Role Description Are you interested in a career helping people? Do you enjoy working in an environment where you’re able to manage multiple tasks and having your days fly by? What if you could have all that AND help people access high quality, affordable long-term care solutions? CareScout’s mission is to help families navigate long term care. As an expert in the CareScout Quality Network, the CareScout Connection Representative plays a crucial role in facilitating connections between care seekers and the providers that best meet their care needs. - Provide support to customers and their families through each stage of their care journey via person-centric, compassionate conversations. - Identify appropriate care service providers and engage with the Provider Network on pricing, availability, and services. - Engage with customers to ignite interest in CareScout service offerings through inbound calls and outbound call campaigns. - Handle inbound and outbound calls, using scripts when necessary. - Determine how best to handle each call through fact finding, active listening, and critical thinking skills. - Review, process, and route transactions including web forms, emails, mailings, and chat. - Document all calls and transaction work clearly and concisely, handling any follow-up work. - Participate in engagement exercises through outbound calls to share exciting product features of CareScout services. - Match customer’s care needs with appropriate care options based on provider capability, availability, and rates. - Negotiate preferred pricing with long term care providers as needed. - Prepare, quality review, and send information on care services, providers, and educational material. - Prevent escalations by tackling issues quickly through proactive conflict resolution. - Support pilots and implementation of new product and service offerings, including research. - Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service. - Other duties as assigned by the manager that support CareScout business needs, changes, and new initiatives. Qualifications - 1-3 years call center experience, including ability to work on multiple monitors. - Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors. - Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask. - Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation. - Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets. - High integrity with a passion for learning about the long-term care industry. - Reliable with the ability to work productively as a team and independently. - Excellent organizational and time management skills. - Proficient with computer applications such as MS Office, email, and other office procedures. - Ability to think critically and solve problems quickly, adaptable to new experiences and consistent change. Benefits - Competitive Compensation & Total Rewards Incentives. - Comprehensive Healthcare Coverage. - Multiple 401(k) Savings Plan Options. - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!). - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave. - Disability, Life, and Long Term Care Insurance. - Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support. - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management). - Caregiver and Mental Health Support Services. Additional The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan based on performance, with a target earning opportunity of 5% of your base compensation. The final determination on base pay will be based on multiple factors at the time of this job posting including geographic location, experience, and qualifications to ensure pay equity within the organization. This role is not eligible for employment visa sponsorship.

Role Description As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. The Licensing Representative role is responsible for handling inbound calls, emails, and transactions as a frontline contact. They must provide an excellent customer experience that is professional, accurate, and compliant with all necessary guidelines. They are required to document all calls, emails, and transactions clearly and concisely, and complete all required follow-up work. Qualifications - High school diploma or equivalent - 1+ years of experience in a customer service, operations, or administrative support role, ideally in a fast-paced or regulated environment - Strong verbal and written communication skills, with the ability to professionally handle customer conversations, explain information clearly, and document interactions accurately - Demonstrated ability to manage multiple tasks simultaneously, problem-solve effectively, and maintain a high level of attention to detail in a high-volume work environment - Comfort working with computers and technology, including basic proficiency with office applications and the ability to navigate multiple systems efficiently - Ability to follow established policies, procedures, and compliance requirements while ensuring accuracy and quality in all work - Strong time-management and organizational skills, with the ability to work independently, prioritize work, and complete required follow-up tasks - Ability to work collaboratively in a team environment while also managing autonomous work throughout the day Requirements - Serve as a frontline point of contact for internal and external customers by professionally handling inbound phone calls, emails, and service requests related to producer licensing and appointments - Accurately process producer onboarding, commission payments, and agent maintenance activities in accordance with federal, state, and company guidelines - Deliver a high-quality customer experience by providing clear, accurate, and compliant information while resolving inquiries efficiently and with attention to detail - Maintain thorough, clear, and concise documentation of all calls, emails, and transactions within multiple systems - Research and resolve issues by navigating multiple systems and tools, determining the most appropriate resolution, and following items through completion or escalating as needed - Remain current on changes to products, licensing requirements, processes, and operational procedures - Apply working knowledge of policies, procedures, and best practices within the operational area - Communicate effectively and professionally with customers, teammates, leaders, and business partners - Meet or exceed departmental performance expectations related to call handling, email response times, transaction accuracy, and service level agreements - Identify patterns, trends, or potential issues impacting customers or processes and proactively escalate insights to leadership - Assist with more complex agent or firm complaint research as needed - Perform additional duties as assigned based on business, department, or operational needs Benefits - Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources - Caregiver and Mental Health Support Services Company Description At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates.

Role Description We are seeking a skilled and highly motivated Senior Valuation Actuary to join our LTC Valuation team. Your primary responsibility will be to lead Statutory and GAAP reporting for our Long-Term Care (LTC) insurance products, which includes supporting the Valuation Leader in reserve analysis, providing regulatory expertise related to Statutory & GAAP reserves internally & externally, and leading the team supporting Statutory reporting. This role will be heavily involved with Statutory and GAAP reporting, analysis, and controls, as well as various Valuation projects, including modernization efforts. You will also be involved with the maintenance, enhancement, and testing of GGY AXIS models, automated processes, and automated controls. - Lead the Statutory & GAAP valuation process for Long-Term Care (LTC) products, ensuring accurate and timely reporting in compliance with NAIC and state regulatory requirements. This includes reserve analysis, reserve trending, and attribution analysis. - Lead and manage a small team of actuaries and/or actuarial students, including offshore associates, by providing clear direction, setting priorities, and providing on-the-job training and coaching. - Ensure compliance and execution of controls, including SOX controls, internal governance policies, external audit requirements, NAIC, accounting standards, and state regulations. - Present findings, recommendations, and effectively communicate complex actuarial concepts to senior management and non-actuarial stakeholders both in written reports and through verbal communication. - Support the ongoing reporting requirements of US GAAP Long Duration Targeted Improvements (LDTI) for LTC products, working closely with finance and accounting teams to ensure the accuracy of actuarial models and assumptions. - Stay updated on industry trends, actuarial methodologies, and regulations, including insurance regulations and accounting standards changes related to LTC financial reporting and reserving, to ensure the company's practices remain in compliance. - Propose and/or implement process improvement projects in production, including modernization efforts, to enhance efficiency and accuracy related to reserving, financial reporting, and reserve analytics. - Work closely with colleagues in the Valuation Actuarial team and other cross-functional teams, such as Model Development, Projections, In-force Action (IFA), Corporate Actuarial, and Governance to ensure alignment with company objectives. Qualifications - BS/BA Degree in actuarial science, mathematics, statistics and/or related major - Fellow of Society of Actuaries (FSA) designation, career Associate (ASA), or commensurate experience - 8+ years of experience in the actuarial field or commensurate experience, with at least 5 years focused on Valuation & Financial reporting for LTC or related insurance products - Strong leadership experience, with the ability to manage, develop, and motivate an actuarial team - Experience with actuarial valuation and/or projection systems, proven modeling and analytical skills - Ability to manage concurrent deadlines and multiple priorities - Strong communication and interpersonal skills to collaborate effectively with various teams - Excellent analytical and problem-solving skills - Detail-oriented with a commitment to accuracy and compliance - Ability to adapt to changing regulatory and accounting standards Requirements - Strong LTC actuarial work experience and understanding of LTC products - Specific knowledge of LDTI accounting or cash flow projections - Understanding of GAAP, STAT and Tax Accounting and Reporting - Highly motivated and self-driven - Experience with GGY AXIS valuation and/or projections models - Experience with automation and/or visualization tools (e.g., SAS, SQL, PowerBI, Spotfire, Alteryx, Python) Benefits - Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) - Caregiver and Mental Health Support Services Company Description At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

• Develop and execute a comprehensive, multi-channel consumer content strategy aligned with overarching brand and business goals. • Establish, maintain, and socialize a centralized master content calendar. • Drive multi-format content production across written, video, and audio channels. • Actively write and produce high-quality content firsthand, balancing strategic leadership with direct execution. • Collaborate with Product, Customer Experience, and Lifecycle Marketing teams to support integrated marketing campaigns. • Monitor, analyze, and report on content performance KPIs.

• Lead and manage a team of 12–15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment • Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets • Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness • Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives • Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency • Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience • Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements • Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment • Perform other duties as needed to support the commitments made to our customers

Role Description Genworth’s Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance. This leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit-ready across the enterprise. What you will be doing: - Enterprise ITSM Operating Model and Governance - Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL - Run the governance cadence that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews) - Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability - Drive change management and role-based training so teams execute processes correctly and consistently - Core ITSM Practice Ownership (Build, Run, Improve) - Service Desk and Request Fulfillment: Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement - Monitoring, Event Management, and NOC: Define monitoring standards, alert triage, routing, escalation, and signal quality improvements - Incident and Major Incident Management: Establish predictable incident command, communications, and cross-tower coordination with measurable MTTR improvements - Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking - Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management - ServiceNow Platform Strategy, Data Governance, and Controls - Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model - Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability - Drive CMDB and configuration management maturity, including CI ownership, relationship integrity, and data quality scorecards - Mature asset management practices, documentation, evidence capture, and automation opportunities - Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention) - Service Model, Catalog, and Performance Management - Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned - Operationalize the Service Catalog as the front door for requests and standard fulfillment - Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience) - Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results - Capabilities in Scope (Owned or Accountable) - Monitoring and event management, alert triage and escalation routing, incident management and major incident command, problem management and RCA, known error management, change enablement, CAB coordination, release management, ServiceNow platform ownership, CMDB and configuration management, asset management, service catalog management, reporting and analytics, service modeling and service design, ITIL workflow design, observability design, automation and runbook design, knowledge management, continual improvement. Qualifications - 10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred) - Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions - Strong ServiceNow ITSM expertise including platform governance, workflow design, reporting, and adoption leadership - Demonstrated success improving CMDB and asset management outcomes, including ownership, data quality, and operational traceability - Ability to drive cross-functional behavior change through standards, training, governance, and enforcement - Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit - ITIL 4 certification strongly preferred (Foundation minimum) Requirements - This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time. - This role is not eligible for employment visa sponsorship. Benefits - Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) - Caregiver and Mental Health Support Services