Service Delivery Support Analyst

Job ID: HRIN277

Location(s): USA

Position: Open

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