Position Overview: The IT Service Delivery Analyst is responsible for ensuring the efficient delivery of IT services to meet business requirements.
This role is responsible for ensuring IT teams understand and adhere to the change management, request management, incident management, major incident response, and problem management ITIL processes.
The IT Service Delivery Analyst supports the successful implementation of IT changes by reviewing requests for changes, running the morning CAB meeting, distributing IT change communications, and auditing changes for compliance to IT policies.
This role also plays a critical role in resolving major incidents and outages by coordinating IT restoration efforts, facilitating communications, and documenting information about incidents.
Finally, this role helps in continuous improvement efforts via responsibilities for the problem management process, process refinement, and key performance indicators.
Accountabilities: Works under the supervision of the Manager of End User Services with responsibilities for the change management, request management, incident management, major incident response, and problem management processes.
Ensures the successful execution and continuous improvement of ITIL best practices in alignment with organization objectives.
Supports the change management process by reviewing and approving/rejecting requests for changes, running the daily Change Advisory Board meeting, distributing IT change communications, and auditing changes for compliance to IT policies.
Serves as the primary point of contact for major incidents driving successful resolution by coordinating IT teams, managing business communications, and ensuring thorough documentation for the major incident.
Coordinates IT problem management efforts and root cause analysis.
Monitors progress on the resolution of known problems; owns the problem knowledge database Oversees and manages the resolution of incidents and requests, ensuring compliance with service level agreements.
Captures and reports on IT department metrics for ITIL functions.
Maintains documentation and provide training to IT team members on service management processes and policies.
Facilitates the ongoing development of ServiceNow by creating and gathering requirements for proposed changes and enhancements, implementing modifications, and testing new releases.
Provides support for IT systems, including out-of-hours support when required.
Qualifications: Bachelors Degree required in IT or related field, or equivalent experience Minimum 2 years of relevant experience in ITSM process management Working knowledge of at least one key service management process change management, incident management, or problem management Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) Or equivalent combination of education or experience Solid understanding of Service Management concepts and ITIL processes is required Knowledge of commonly used concepts, practices, and procedures of Service Now, or other similar ITSM tool ITIL Foundations Certification preferred Experience working with all levels of IT management Good communication and interpersonal skills Team player who can build strong relationships within the IT organization