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Service Delivery Analyst
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Description:
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.
All other duties as assigned.
Top Skills' Details:
Understanding of Service Management concepts and ITIL processes
Knowledge of concepts, practices & procedures of ServiceNow, or similar ITSM tool
Good troubleshooting and problem-solving skills
Experience working with all levels of IT management
Skills:
itil, Change management, Incident management, Troubleshooting, Technical support, Customer service, Support, Incident response
Top Skills Details:
itil,Change management,Incident management,Troubleshooting,Technical support
Additional Skills & Qualifications:
Minimum of 2 years ITSM process management experience
Experience with at least one key service management process - change management, major incident management, or problem management.
Solid understanding of Service Management concepts and ITIL processes is required.
Knowledge of commonly used concepts, practices, and procedures of ServiceNow, or other similar ITSM tool
ServiceNow development experience strongly preferred.
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.
Good troubleshooting and problem-solving skills
Good analytical and decision-making skills
Experience Level:
Intermediate Level
o Eligibility requirements apply to some
benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to specific elections, plan,
or program terms. If eligible, the benefits available for this temporary role
may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax
contributions available
Life Insurance (Voluntary Life & AD&D for
the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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.
All other duties as assigned.
Top Skills' Details:
Understanding of Service Management concepts and ITIL processes
Knowledge of concepts, practices & procedures of ServiceNow, or similar ITSM tool
Good troubleshooting and problem-solving skills
Experience working with all levels of IT management
Skills:
itil, Change management, Incident management, Troubleshooting, Technical support, Customer service, Support, Incident response
Top Skills Details:
itil,Change management,Incident management,Troubleshooting,Technical support
Additional Skills & Qualifications:
Minimum of 2 years ITSM process management experience
Experience with at least one key service management process - change management, major incident management, or problem management.
Solid understanding of Service Management concepts and ITIL processes is required.
Knowledge of commonly used concepts, practices, and procedures of ServiceNow, or other similar ITSM tool
ServiceNow development experience strongly preferred.
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.
Good troubleshooting and problem-solving skills
Good analytical and decision-making skills
Experience Level:
Intermediate Level
o Eligibility requirements apply to some
benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to specific elections, plan,
or program terms. If eligible, the benefits available for this temporary role
may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax
contributions available
Life Insurance (Voluntary Life & AD&D for
the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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