IT Service Delivery Analyst (Hybrid in Fort Wayne, IN)

Resultant•Fort Wayne, IN

1d•Hybrid

About The Position

The IT Service Delivery Analyst supports IT service management by providing data-driven insight, operational analysis, and process support across the technology environment. This role is responsible for transforming operational data into actionable intelligence that improves service reliability, reduces recurring issues, and strengthens service management practices. Working closely with the IT Service Delivery Lead, this role enables effective service governance by ensuring that service performance, system relationships, and operational trends are visible, accurate, and actionable. The position plays a key role in supporting service integration by bridging operational data, technical teams, and service management processes, with a focus on continual improvement and stability.

Requirements

Bachelor’s degree in Information Technology, Information Systems, or related field (or equivalent experience)
3–5 years of experience in: IT operations service management or operational/data analysis roles
Experience working with ITSM tools such as ConnectWise or similar platforms
Strong analytical and problem-solving skills with the ability to interpret complex operational data
Experience creating reports, dashboards, or structured documentation using data visualization tools (Power BI, Excel advanced functions, etc.)
Ability to work across multiple teams and translate technical data into meaningful insights
Must live in or around the Fort Wayne, IN area and able to work onsite as needed
Must be legally authorized to work in the United States for any employer without sponsorship

Nice To Haves

Experience working within ITIL-aligned service management environments
ITIL certification (Foundation or higher)
Familiarity with CMDB platforms such as IT Glue
Experience supporting problem management or root cause analysis activities
Exposure to service dependency mapping or enterprise system relationships

Responsibilities

Service Reporting & Performance Analytics
Develop, maintain, and enhance service performance dashboards and reports aligned to business-facing services.
Aggregate and normalize data from an ITSM to provide meaningful service insights
Identify trends in: incident volume and patterns change success/failure rates service degradation indicators
Translate operational data into clear, actionable insights for technical teams and leadership to improve both SLAs and XLAs
Trend Analysis & Operational Intelligence
Analyze incident, change, and problem data to identify: recurring issues work inefficiencies high-risk services or components
Correlate events across systems to highlight hidden relationships and dependencies
Proactively surface risks before they result in service disruption
Support the development of predictive indicators for service health and customer experience, where possible
Problem Management Support
Identify candidates for problem management based on: repeat incidents high-impact outages trends across multiple systems
Support root cause analysis efforts by: gathering and structuring relevant data identifying patterns and contributing factors
Track problem records and associated improvements to ensure visibility into resolution progress
Service Transition & Operational Readiness Support
Assist in validating that new or changed services meet operational readiness requirements, including: documentation completeness monitoring and alerting visibility support process definition
Ensure required service artifacts are created and accessible prior to production release
Support coordination between delivery teams and operations during service transition
CMDB & Service Mapping Support
Maintain and improve data quality within the configuration management database
Support the development of service maps and configuration relationships for critical services
Identify gaps or inconsistencies in configuration and dependency data
Ensure alignment between: CMDB records actual system usage change activity
Runbooks & Operational Documentation
Develop and maintain service runbooks, knowledge articles, and operational procedures to improve service performance
Standardize documentation formats to improve usability and consistency
Ensure documentation reflects current operational practices and system configurations
Partner with technical teams to capture tacit knowledge into structured documentation
Process Support & Continuous Improvement
Assist in refining and documenting service management processes, including: change enablement incident management problem management
Identify inefficiencies or gaps in current processes and recommend improvements
Support implementation of lightweight governance practices that improve consistency without adding unnecessary overhead
Cross-Team Coordination & Data Quality
Collaborate with infrastructure, application, and service desk teams to ensure: data accuracy consistent classification of incidents and changes alignment across tools and processes
Promote consistent use of service management tools and data standards
Support audits or reviews of service data and operational practices