IT SERVICE DELIVERY ANALYST

Christ Community Health Services • Memphis, TN

2h

About The Position

The IT Service Delivery Analyst provides front-line support for end-user technology services, ensuring the timely resolution of incidents, fulfillment of service requests, and delivery of a high-quality, customer-focused support experience. Reporting to the IT Service Delivery Manager, this role supports daily IT service delivery operations by troubleshooting hardware, software, device, and access-related issues, executing established service management processes, and maintaining accurate service documentation — working closely with internal teams, end users, and managed service providers (MSPs) to ensure reliable, secure, and effective technology services that support clinical care delivery and business operations. The IT Service Delivery Analyst plays a key role in maintaining service quality, user productivity, and customer satisfaction by adhering to service level expectations, escalating issues appropriately, supporting technology deployments, and identifying opportunities for service improvement.

Our Core Values — and What They Look Like in This Role

As a faith based Federally Qualified Health Center, CCHS expects every team member to embody our core values in daily practice. These values are explicit, measurable performance expectations — how the work is done matters as much as what is done. Here is what they mean for an IT Service Delivery Analyst:

Intentional Love — Extending compassionate, whole-person care to every patient, family member, and colleague. In this role it means treating every end user's technology issue with patience and urgency, knowing that a resolved ticket means a clinician can get back to caring for patients.
Devoted Service — Approaching every responsibility with humility, reliability, and a servant's heart. In this role it means owning every incident and request through to resolution, following up with users, and never letting a ticket sit because it wasn't clearly “your job.”
Humble Excellence — Pursuing the highest standard of clinical and professional quality while remaining teachable and Christ-centered. In this role it means documenting clearly, applying standardized solutions consistently, and pursuing the highest standard of service — while welcoming feedback and escalating what's beyond your scope rather than guessing.

Employees in this role are expected to model these values in patient interactions, team collaboration, and community engagement, in support of CCHS's healing ministry.

Requirements

• Associate degree in Information Technology or a related field preferred; equivalent experience considered.
• 1–3 years of experience in IT support or service desk environments.
• Customer-facing technical support experience preferred.
• Basic IT troubleshooting skills across hardware, software, and access issues.
• Familiarity with ticketing systems and remote support tools.
• Microsoft 365 user support fundamentals.
• Experience supporting cloud-based business applications and SaaS platforms.
• Understanding of user account administration, licensing, and access management concepts.
• Ability to work effectively with managed service providers and third-party vendors.

Responsibilities

• Maintain operational ownership of assigned incidents and requests through resolution, prioritizing work based on business impact and urgency.
• Escalate issues appropriately while maintaining ownership through resolution.
• Deliver timely and effective support for devices, applications, and access issues.
• Support administration and troubleshooting of cloud-based business applications, including Nextiva and other SaaS platforms.
• Perform user account setup, modifications, license assignments, and access management for designated applications.
• Coordinate onboarding and offboarding activities across supported systems.
• Execute service management processes — incident, request, and escalation — in accordance with defined standards.
• Maintain responsiveness, follow-through, and accountability for all assigned work, ensuring a consistent and high-quality user experience.
• Utilize ticketing systems and remote support tools to manage and resolve requests, accurately documenting all activities, actions taken, and outcomes.
• Document incidents, resolutions, and relevant details clearly and consistently, and contribute to knowledge base resources.
• Apply standardized solutions and known fixes to improve efficiency and consistency.
• Coordinate asset deployment, recovery, and replacement activities with internal teams and service providers, and maintain accurate asset records to support inventory tracking and audits.
• Support onboarding, offboarding, and technology refresh activities to ensure service continuity.
• Execute user provisioning, deprovisioning, and access changes in accordance with established security procedures, and assist with periodic user access reviews and audit requests.
• Administer assigned cloud-based applications and communication platforms, managing user accounts, roles, permissions, and licensing.
• Troubleshoot application-related issues and coordinate with vendors as needed, supporting application rollouts, upgrades, and user adoption initiatives.
• Collaborate with team members, MSP partners, application vendors, and third-party service providers to ensure effective service delivery, serving as a liaison between business users, cloud application vendors, and managed service providers.

Benefits

• Competitive salary and comprehensive benefits, including medical, dental, and vision coverage.
• Generous Paid Time Off (120 hours in your first year) plus paid holidays.
• 401(k) retirement plan.
• Annual paid Restorative Day supporting wellness and work-life balance.
• Mission-driven culture, employee recognition programs, and the opportunity to do work that directly expands healthcare access in Memphis.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree