(1116006) Senior IT Service Delivery Analyst

Diversified Services Network•Mossville, IL

3d•Onsite

About The Position

The Senior IT Service Delivery Analyst serves within an IT Support organization, working with a global team of IT professionals, engineering professionals, and suppliers to lead technical support and coordination for IT service management and delivery across Product Lifecycle Management applications. The role collaborates closely with the process team and the managed services group.

Requirements

Bachelor’s degree in Organizational Management, Service Management, Vendor Management, or a related field.
10+ years of experience in IT service delivery and service management.
ITIL certification or a similar IT Service Management (ITSM) certification.
Experience creating ServiceNow dashboards and using Power BI or other reporting tools.
Strong working knowledge of ITSM frameworks and the ability to manage IT services and oversee service operations.
Proven ability to design, implement, and evaluate SOPs that increase the efficiency of daily and strategic business operations.
Strong problem-solving skills, with the ability to recognize, anticipate, and resolve organizational, operational, and process issues.
Self-starting, go-getter attitude with a strong drive to achieve results.
Exceptional attention to detail.

Nice To Haves

Experience with additional service desk platforms such as Jira.
Hands-on familiarity with incident, problem, and change management processes.
Solid understanding of IT infrastructure and support environments.

Responsibilities

Lead problem reviews, root cause analysis, trend analysis, and audits in close partnership with IT support partners.
Proactively identify and investigate service-related problems, implementing or escalating corrections as appropriate.
Create, analyze, and report Key Performance Indicators (KPIs) to leadership, translating metrics into actionable improvements.
Lead IT software application onboarding for engineering applications, working closely with the EAM team, software vendors, and business functions.
Develop, document, and disseminate onboarding processes and Standard Operating Procedures (SOPs) that adhere to enterprise practices, security, governance, and controls.
Design, develop, and manage formal IT Service Level Agreements (SLAs) with internal and external customers.
Manage business relationships with external providers, including vendors, service providers, contractors, consultants, and suppliers.
Partner with engineering business functions to deliver against business requirements with velocity, accountability, and a strong customer service focus.