Service Delivery Analyst

  • location: Taylor, TX
  • type: Contract
  • salary: $40 - $45 per hour
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job description

Service Delivery Analyst

job summary:
One of our Taylor clients is looking to hire an Infrastructure Service Delivery Analyst who will be responsible for the efficient and effective end-to-end delivery of Infrastructure assets that are compliant with Architectural and Security standards following corporate processes.

The Service Delivery Analyst role is to service customer requests by facilitating the navigation of Change Management process to secure the necessary approvals needed to build Infrastructure assets needed for the business. Please see primary and secondary job responsibilities below.

location: Taylor, Texas
job type: Contract
salary: $40 - 45 per hour
work hours: 8am to 5pm
education: Bachelors

- Assist with the service portfolio on-boarding process for existing and new service

- Work with internal and external service providers to ensure effective resource planning required to schedule the delivery of services to customers

- Facilitate the delivery of services using internal and external service providers consistent with defined organizational priorities

- Provide timely updates to customers on request status to customers

- Document SLAs for customers and OLAs for internal and external service providers for new / developing services

- Track, analyze and report on the service performance for internal and external service providers on their delivery of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

- Work with internal and external service providers on initiatives to improve service quality, reduce costs and improve cycle-times as part of the service's lifecycle

- Monitor and manage incoming Infrastructure requests

- Document requests and submit into the IT Change Management (ITCM) tool for approval

- Monitor and manage ITCM Approval queue (work with stakeholders to ensure all approval tasks are completed)

- Develop competency in Infrastructure Service Delivery processes and Infrastructure standards

- Develop understanding of roles and responsibilities for Service Delivery Matrix team

- Work with Service Level Manager (SLM) with running the IT Factory

- Provide backup support for SLM

Work Experience Required:

- Bachelor's Degree : Computer Science, Business, Engineering or related field (Required) or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

- 5 - 7 years of experience in Release and Control or Service Delivery capacity

- Excellent written and verbal communication with good follow-up skills

- Advanced computer skills with a proficiency in MS Office - Excel, Word, PowerPoint, Visio

- Experience working with SharePoint

- Must have experience with JIRA - comfortable navigating, searching and tracking tickets

- Experience with Remedy

- Experience in an ITIL environment (Certification is a plus)

- Attention to detail and the ability to translate non-technical requests into accurate technical requirements

- Ability to provide direction to matrixed team for the delivery of infrastructure assets.

- Ability to work with nominal supervision with ability to stay organized and prioritize tasks

skills: Service Delivery, Release and Control, VISIO, JIRA, ITIL

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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