Service Delivery Analyst

This role will be responsible for governance of Incident and Problem Management practices (and other ITSM practices, as needed) and operational implementation of said practices. As a Service Delivery Analyst in this role, you will be expected to balance timely response to severe incidents with root cause investigations of past incidents and building and driving action plans to remediate root cause. Responsibilities • Provide strategic leadership and oversight of the Incident Management and Problem Management processes • Respond in a timely manner to IT incidents and coordinate resources to resolve the issue • Comprehensively document all actions taken and milestones during a severe incident with accuracy and attention to detail • Communicate status updates accurately, effectively, and efficiently • Collaborate with all levels of management and effectively communicate a strategy to deal with issues that arise • Lead root cause analysis investigations and build action plans to remediate root cause or reduce the duration or severity of a recurrence • Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets • Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews • Establish close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services • Ensuring data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes. Provide recommendations on actions to address identified themes Qualifications • Self-starter mentality • Ability to thrive in a fast-paced environment • Ability to exhibit technical ability and agility • Continuous improvement mindset • Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling escalations as necessary • Must be able to lead calls and facilitate major incidents • Must be able to communicate effectively with stakeholders • Have a passion for problem solving – relentlessly driving to root cause on complex issues • Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly review with senior management • Experience leading and completing projects timely and effectively. • Working experience using ServiceNow preferred • Excellent written and verbal communications experience • Experience using or knowledge in general technical knowledge, Midrange, Network, Application, Database, Mainframe • High School diploma with job experience; Bachelor's degree preferred • 2-4 years of progressive hands-on ITIL experience (Foundations Certification preferred) • Exposure to project management and agile methodologies • 1-2 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management • Familiarity with data visualization and reporting tools such as ServiceNow and Tableau. • General knowledge of, or previous experience with technical support in one or more application or infrastructure areas strongly preferred