Summer 2027 ITSM Change Management Intern (Hybrid)

An internship with American Family Insurance is a great opportunity to build your skillset and explore your career interests. Our summer student internship is a 10 to 14 week program that starts in mid to late May and ends in August.

During your internship, you'll work on impactful projects that make a difference at our company, with our customers, and in our communities. You'll also gain exposure to different areas of our business and have numerous opportunities for networking and coaching.

Interns may be eligible for a one-time hiring bonus to assist with housing costs depending upon proximity to an AmFam office location.

Compensation: $25.00

As a Change Management intern the role will assist in establishing and maintaining strategies to meet organizational objectives. Under the direction of senior Change Management professionals, the Change Management Intern will assist in establishing and maintaining strategies, processes, and governance practices that support organizational objectives, operational excellence, and technology risk reduction. The intern will utilize analytical, interpersonal, and technical skills to support change management operations, reporting, process improvement, and stakeholder engagement while gaining hands-on experience in IT Service Management (ITSM), ITIL, and technology governance within a dynamic team environment.

Primary Accountabilities

• Develop an understanding of the organization's business environment, corporate culture, technology operations, and governance structure to support Change Management initiatives.
• Assist in establishing, maintaining, and continuously improving Change Management strategies, processes, and governance practices that support organizational objectives.
• Support daily Change Management activities, including change reviews, risk assessments, change categorization, and process compliance activities.
• Perform analytical work related to change volume, success rates, risk trends, operational metrics, and continuous improvement opportunities.
• Assist with the preparation of Change Advisory Board (CAB) materials, reporting, presentations, dashboards, and communications.
• Collaborate with technology teams to ensure changes are planned, documented, assessed, and implemented in accordance with established processes and standards.
• Support and plan work on small projects under the direction of management and Change Management professionals.
• May assume duties normally performed within the department alongside Change Management professionals, gaining hands-on experience with IT Service Management (ITSM) and technology governance processes.
• Assist with the creation and maintenance of procedures, knowledge articles, training materials, and process documentation.
• Demonstrate openness to new ideas, systems, technologies, and procedures while generating creative solutions to changing business and operational needs.
• Analyze data and communicate findings, recommendations, and project results to management and department personnel.
• Build effective working relationships with stakeholders across technology, operations, and business teams.
• Other duties as assigned.

Specialized Knowledge & Skills Requirements

Required Qualifications

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated analytical, critical thinking, and problem-solving skills.
• Strong verbal, written, and presentation communication skills.
• Ability to organize, prioritize, and manage multiple tasks in a collaborative team environment.
• Ability to learn new technologies, processes, and business concepts while adapting to changing situations.
• Demonstrated attention to detail and ability to analyze information, identify trends, and communicate findings effectively.
• Must be currently pursuing a Bachelor's, Master's, or Doctoral degree in Information Technology, Information Systems, Business Analytics, Business Administration, Computer Science, Cybersecurity, Data Analytics, Management Information Systems, Engineering, or a related field and be enrolled in an accredited college or university on a full-time basis or as required by the university's co-op program.
• Ideal graduation date: rising seniors with a graduation date of August 2027 to May 2028 preferred.

Preferred Qualifications

• Interest in Information Technology Service Management (ITSM), Change Management, Technology Operations, Governance, Risk Management, or Process Improvement.
• Familiarity with ITIL principles or IT Service Management concepts.
• Experience gathering, organizing, analyzing, and presenting data.
• Coursework, internship, or project experience involving: Business Process Improvement, Project Management, Technology Operations Risk Management, Organizational Effectiveness
• Familiarity with workflow or service management platforms such as ServiceNow is a plus.
• Demonstrated ability to build relationships and collaborate effectively with diverse stakeholders.

Ideal Candidate

• Curious, motivated, and eager to learn.
• Strong communicator who enjoys working with people and solving problems.
• Interested in improving processes and reducing operational risk.
• Able to balance technical, business, and customer considerations when evaluating solutions.
• Interested in pursuing a career in Change Management, IT Service Management, Technology Operations, Governance, or Process Improvement.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week.  This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth.  At times, sessions may be delivered virtually based on scheduling and availability. 
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

Due to the nature of this role, we are unable to consider candidates who may require visa sponsorship.

Work Location:

This role will be Hybrid work. Work location for this role is Madison, WI.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

About Us

American Family Insurance is a mutual holding company and is the nation’s 12th-largest property/casualty insurance group, ranking No. 243 on the Fortune 500 list. The American Family Insurance Group also includes CONNECT, powered by American Family Insurance, Homesite and Main Street America Insurance.

An internship with American Family is a great opportunity to build your skillset and explore your career interests. You’ll kick-start your career with an inclusive, purpose-driven company that embraces your ideas, your background and unique experiences to improve the lives of others.

If you’re looking to make a difference – we’re looking for you. Join our team and bring your dreams!