IT Service Delivery Analyst

State Farm•Dunwoody, GA

1d•Hybrid

About The Position

Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. We're moving with urgency to become a Next Gen Good Neighbor, with technology that strengthens human connections and enhances the customer experience. As an employee, you'll spend less time navigating systems and more time applying judgment, empathy, and expertise in the moments that matter most. Join Our Team as an IT Service Delivery Analyst: Empower Innovation and Drive Excellence Are you forward-thinking with a passion for technology, collaboration, and delivering exceptional results? As an IT Service Delivery Analyst, you will play a pivotal role in shaping the future of our IT infrastructure and ensuring seamless operations that drive business success. We’re seeking proactive, detail-oriented individuals who thrive in dynamic environments and want to make a meaningful impact. The Workplace Services Delivery teams are responsible for the day-to-day interaction and oversight of the Voice infrastructure, products, services, and work being performed by Managed Service Provider. The Service Delivery teams are responsible for relationship development, continuous improvement of services, and prioritization of work. The Service Delivery Teams will validate reports, metrics, and resource unit consumption provided by HCL. The Service Delivery Team will have vendor engagement responsibilities for other 3rd Party vendors and services that provide the technologies and services utilized within Workplace Services.

Requirements

Proven ability to hold vendors accountable, provide constructive feedback, and escalate issues as needed
Proven ability leading multiple complex projects across multiple departments and vendors
Large budget experience
Infrastructure & Product Owner experience
Risk management expertise
Strong ability to manage competing priorities and drive results
Excellent communication and organizational skills
Growth mindset with a focus on innovation and exceptional customer service
Experience managing vendor relationships
Experience with Network infrastructure
Ability to operate effectively in ambiguous environments and make informed decisions
Experience working with Agency
Unified Communications/VoIP Experience
Network Experience

Responsibilities

Manage projects and deployments
Conduct regular service reviews, audit MSP performance against SLAs, validate SLA compliance, and manage exception requests for in-scope products
Serve as the primary liaison between MSP and State Farm teams for incident and problem management, prioritization, and escalation to achieve desired outcomes
Analyze metrics to assist and educate leadership on vendor service performance
Build and maintain strong relationships with business contacts and act as intermediary between the business and MSP
Foster ongoing interaction with MSP to ensure contractual compliance, document issues, address impediments, and ensure outcomes are met
Facilitate resolution of escalated service provider issues, conflicts, and concerns by engaging appropriate parties
Create and maintain product lifecycle roadmaps and identify innovation opportunities to enhance products
Partner with MSP to ensure timely environment maintenance and set prioritization direction
Validate monthly Resource Unit (RU) usage and review operational runbooks for quality and accuracy
Engage with product vendors to align changes with strategic roadmaps
Perform component administration activities (TAG, SOLMA, time reporting allocations, onboarding, training, etc.)
Conduct Business Continuity Planning (BCP) and Technical Recovery Planning (TRP) reviews, updates, and tracking
Plan and manage stakeholder and business partner communications, feedback collection, and engagement
Oversee budget planning (current year plus five years), updates, refreshes, and forecasting
Create, submit, and track Information Technology Authorizations (ITAs)
Track and approve vulnerability remediation, risk management activities, EISP exceptions, PCI audit and penetration test findings, and related compliance and audit reporting
Serve as point of contact and facilitate resolution of escalated service provider issues and concerns about contracted work, and/or assisting in resolving conflicts between “customer" and the service provider, engaging appropriate parties (e.g., leadership, TVMO, Purchasing, MSO) according to prescribed governance processes