Service Delivery Support Analyst
Job ID: HRIN277
We are looking for a Service Delivery Support Analyst who will be responsible for the effective implementation of the Incident Management, Service Reporting, Business Communication, Problem Management, and first & second level support process. You will make sure the process runs smoothly and is effective on a day-to-day (and on a month-to-month) basis. You will be involved in request fulfillment, access management, event management, and problem management.
How you can make a difference.
Oversee day to day operations of Support Service Desk
Appropriate escalation of incidents to resolver groups, based on procedures for production incidents
Ensure the Information Technology Services organization adheres to Information Technology Infrastructure Library (ITIL) standards and best practices
Define, design, and implement processes and procedures based on industry-standard Information Technology Infrastructure Library.
Ensuring appropriate classification of Incidents, adhering to SLA regarding response time and update frequency, appropriate escalation of incidents, adherence to Incident Procedure
Develop and implement an overall IT Service Management training strategy and plan
Primary liaison between ONE BCG and client for all application support issues
Drive root cause analysis and corrective action completion across IS; help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the RCA to closure.
Investigate and resolve, where possible, technical issues that do not require L3 investigation by the Application Support team
Participate in technical calls for major incidents and outages
Raise potential fixes with appropriate work management streams and ensure resources are allocated, testing performed, and fixes deployed
Coordination with preventative measure owners to ensure closure within expected timeframes
What all you need:
Experience in the practical implementation of the ITIL process framework and have already modeled and documented processes.
5 years IT experience
Very strong communication skills
Strong analytical skills
Ability to think “outside of the box”
Understanding of ITIL V3 or V4 principles
Good understanding of risk control
Ability to multitask and a good team Player
Ability to work under pressure and manage own workload
Attention to Detail
Ability to relate to clients (internal and External)
Good Time Management Skills
Experience in Customer-facing roles
Experience in Helpdesk Environment
A strong understanding of Service Level Agreements and the subsequent monitoring of performance against the benchmarks