Service Delivery Analyst Shift: Monday - Friday 8AM-5PM No Overtime without Manager approval
Performs backup assistance to the Service Delivery Manager and functions as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement.
Monitor and provide oversight to vendors performance against the established expectations and parameters outlined in the vendor contract for maintenance of business activities and improvement activities.
Proactively ensure service continuity and improvement through the review of partner improvement plans, the use of CAPAs, quality tools, and report on your activities.
Actively participate in major incident service restoration and problem management activities; Drive/document improvements utilizing CAPA, Quality, SWAT, Technical roundtables and other service improvement tools
Ensure compliance in daily change management meetings by applying technical experience and knowledge of systems supported to review and advise on change activities 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
Effective leadership, organization, and planning skills, with ability to handle changing priorities
Excellent communications, interpersonal and influencing skills
Cross-cultural awareness with professionalism working across cultures
Data analysis and insight
Management by objectives
Establish direction, demonstrate, drive and create commitment
Technology awareness and learning agility
Must be a self-starter, able to work in team environment and motivate others
2 year degree or higher required
ITIL experience;ITSM experience (Service Now a plus)
Microsoft Office focusing on the data analysis
3 years of IT experience (Oracle/SQL database application a plus)