Service Delivery Analyst I

Wildfire Defense Systems, Inc. • Bozeman, MT

1d

About The Position

The Service Delivery Analyst I is a year-round support position within the Professional Services Business Unit at Wildfire Defense Systems. This position is responsible for ensuring the effective delivery of services, managing performance metrics, and supporting operational excellence within the organization.

Requirements

• Proven software competency, i.e., MS Office Suite, Google Earth, resource management software platforms
• Completion of an undergraduate program or equivalent experience (B.A, or B.S)
• 1-3 Years of GIS Experience
• Detail-oriented to provide prescribed levels of quality control
• Strong analytical skills to synthesize data inputs into a clear output
• Ability to remain composed under stress while providing excellent customer service to stakeholders
• Clear, concise, and straightforward technical writing ability
• Collaborative focus with ability to prioritize tasks in a fast-paced, rapidly changing environment
• Positive, constructive, and supportive attitude towards customers, employees, and the company

Nice To Haves

• 1 year of wildfire or emergency management experience

Responsibilities

• Performance Monitoring - Responsible for tracking and analyzing service delivery performance metrics, ensuring that services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Examples include: Provide quality control of operational processes Analyzing real time data and reporting to leadership and field employees to maintain feedback and improvement loops daily
• Reporting and Insights - Maintain client and internal dashboard reporting that provide insights into service performance, communicate services performed for clients, and help inform decision-making and strategic planning. Examples include: Provide processing and quality control of property reports Provide processing and quality control of daily shift reports for billing purposes Provide needed reporting and analytics to senior leadership Provide GIS Mapping products to clients and senior leadership
• Issue Resolution - Act as a point of contact for service-related issues, providing recommendations for improvements and ensuring timely resolution of problems. Examples include: Identify issues, improvement opportunities, and risks for escalation
• Financial Oversight - Involved in financial reporting related to service delivery operations. Examples include: Review field expenses for proper documentation and stewardship Oversee the process and management of company travel platforms Assist with QA/QC of field personnel work assignments to ensure proper accountability for billing purposes
• Stakeholder Engagement - They collaborate with various stakeholders, including vendors and internal teams, to align technology solutions with business objectives and improve service delivery processes. Examples include: Providing training for support and leading virtual service teams regarding the service Assist SDO Manager in special projects and assignments
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees