• IT Service Delivery Analyst

    Job Location(s) US-NY-Corning
    Posted Date 3 weeks ago(6/4/2018 8:58 AM)
    Job ID
    2018-29422
    Category
    IT Infrastructure
    Position Type
    Contract (Full-Time)
    # of Openings
    1
  • Overview

    Service Delivery Analyst 
    Shift: Monday - Friday 8AM-5PM 
    No Overtime without Manager approval

    Responsibilities

    • 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 


    Competencies:

    • 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

    Qualifications

    • 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)

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