Service Delivery Analyst

White Plains
Oct 06, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job title: Service Delivery Analyst

Location: White Plains, NY

Reports to: GIS Service Delivery Manager

Direct reports: 0

Area of responsibility: Management of build and support activities for end-users by monitoring and facilitating core GIS activities and relationship with 3rd party providers. This position will also participate in the development and deployment of various regional and global projects in order to deliver more robust, standardized solutions to the operating company.

Grade: 18

Key Responsibilities:

* Manage and/or Provide high quality and excellent technical maintenance, administration and monitoring of systems. Proactively identify, isolate and resolve technology problems to avoid minimal impact to the business.

* Management of Issue/Problem lifecycle: Escalate incidents and problems to the appropriate parties via regional governance model, ensure timely resolution of items, manage customer expectations and effectively communicate with end users and stakeholders as needed. In addition, manage queues of "out-of-scope" tickets and ensure resolution via governance model.

* Work with 3rd party vendor and/or directly with end user to resolve specific hardware and software issues.

* Provide client assistance promptly and professionally to ensure customer satisfaction. Use proper departmental procedures, problem resolution and escalation. Analyze and support issues including MS Office suite, Active Directory, MS Windows clustering, MS SQL Server, MS Windows Server 2008/2012.

* Assist in recommending and implementing new and innovative technology infrastructure initiatives and solutions ranging from, desk side support, back-end mail/messaging, remote access & mobility, virtualization, networking, telecom, VoIP and etc. Participate in the review of project designs and implementations.

* Coordination and orchestration of complex service requests: Gather relevant facts and align with the appropriate parties to ensure timely and complete resolution.

* Incident Management: Monitors and, where needed, facilitates service provider performance towards local OpCo while ensuring processes are followed in / for local OpCo.

* Request Fulfillment: Monitors and, where needed, facilitates service provider performance towards local OpCo while ensuring processes are followed in / for local OpCo and approvals are captured where necessary Track & monitor operational performance metrics.

* Work with the Regional Team to prepare and track the local IT budget.

* Manage and maintain documented technology services through collaborative IT and business partnership.

* Asset Management: Monitors and, where needed, facilitates service provider performance towards local OpCo. Ensures processes are followed in / for local OpCo and cascades the information to the business as needed. Owns and manages the budget for end-user hardware.

* Identifies and leads cost cutting strategies for the Run side of IT by proactively managing software licenses and support services to reduce costs to the company.

* Review and audit incident management trend for the local OPCO.

Critical Skills:

* Understand the impact of incidents, projects, and events on existing deliverables and communicate the impact effectively.

* Able to anticipate problems and issues, and effectively resolve them via the SDO proactively.

* Must be extremely organized and priority driven. Able to manage multiple tasks and competing priorities and resources effectively.

* Communicate effectively in written and oral form with peers, senior team members, and internal or external customers.

* Understand the use of technology and how its implementation affects business goals.

* Hands-on technical background a plus.

* Must have a continuous improvement mindset and able to think strategically with regards to reducing costs to the company without compromising service levels.

Functional Competencies:

* Quality Management

* Security & Information Risk Management

* Solution Deployment

* Client Management

* Service Operations

* Service Improvement

* Supplier Service Management

* Thinks Globally

* Fosters Collaboration

* Engages & Inspires Others

* Drives to Win

* Continuous Improvement

Key Competencies:

* Be Brave

* Decide & Do

* Hunt as a Pack

* Take it Personally

Background / Experiences:

* Bachelor's Degree in Computer Science or similar major required

* Must have 5+ years of experience in managing outsourced technology service for a distributed and large scale organization

* Must be proficient in IT Operations Paradigms including ITSM

* ITIL certification a major plus


White Plains Office Based. 5% - 15% travelling Domestic and/or international.