• Data Center Service Delivery Analyst

    Job Location(s) US-NY-Painted Post
    Posted Date 2 months ago(5/16/2018 12:29 PM)
    Job ID
    2018-29332
    Category
    IT Infrastructure
    Position Type
    Contract (Full-Time)
    # of Openings
    1
  • Overview

    Data Center Service Delivery Analyst, Monday - Friday from 8 am to 5 pm on-site in the Painted Post location. 

    Why you should consider this opportunity:

    • Opportunity to drive change with a strong focus on process improvement. 
    • Highly collaborative, teamwork oriented environment. 
    • Ability to make an immediate impact in this high visibility role.

    Responsibilities

    • Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback (This will be the primary function of the role) 
    • Function as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement. 
    • Proactively ensure service continuity and improvement through the review of partner improvement plans, the use of Problem Management, quality tools, and report on your activities. 
    • Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables and other service improvement tools (will be on call in the event of major incidents) 
    • Actively participate in daily change management meetings and activities – Apply technical experience and knowledge of systems supported to review and advise on change requests impacting production environments. Review communications plans, test plans, and communicate as necessary. 
    • Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation 
    • Use technical knowledge and communication skills to lead major incident service restoration and problem management activities; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables or other service improvement tools 

    Qualifications

    • Requires a 2 year degree and a minimum of 2 years of business experience supporting two or more of the following: Active Directory (in a large environment), Backup experience (with Backup Exec, Avamar, or Networker), Linux/Unix, Server knowledge (Windows 2008/2012/2016 Virtual machines, and file shares), and Server Storage. 

    Additional experience required: 

    • Vendor management and partnership experience 
    • Comfortable working across cultures 
    • Background in data analysis and Managing and measuring work 
    • ITIL experience, familiar with ITIL terms 
    • Microsoft Office experience focusing on the data analysis 
    • ServiceNow experience is a plus, or similar Help Desk ticketing software

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