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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Analyst (Hybrid in Dallas, TX) - **Company:** Resultant, LLC - **Location:** Dallas, TX, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Data Analysis, Configuration Management Databases, Information Systems, System Configuration, Data Governance, Data Visualization, Information Technology Operations, Operational Data Store, Power BI, Runbook, Technical Data Management Systems, ServiceNow IT Service Management, Information Technology - **Published:** August 20, 2026 - **Apply:** https://jobs.smartrecruiters.com/Resultant/744000144417219-it-service-delivery-analyst-hybrid-in-dallas-tx- ## About the Role * Bachelor's degree in Information Technology, Information Systems, or related field (or equivalent experience) * 3-5 years of experience in: + IT operations + service management + or operational/data analysis roles * Experience working with ITSM tools such as ConnectWise or similar platforms * Strong analytical and problem-solving skills with the ability to interpret complex operational data * Experience creating reports, dashboards, or structured documentation using data visualization tools (Power BI, Excel advanced functions, etc.) * Ability to work across multiple teams and translate technical data into meaningful insights * Must live in or around the Fort Wayne, IN area and able to work onsite as needed * Must be legally authorized to work in the United States for any employer without sponsorship Preferred * Experience working within ITIL-aligned service management environments * ITIL certification (Foundation or higher) * Familiarity with CMDB platforms such as IT Glue * Experience supporting problem management or root cause analysis activities * Exposure to service dependency mapping or enterprise system relationships ## Description The IT Service Delivery Analyst supports IT service management by providing data-driven insight, operational analysis, and process support across the technology environment. This role is responsible for transforming operational data into actionable intelligence that improves service reliability, reduces recurring issues, and strengthens service management practices. Working closely with the IT Service Delivery Lead, this role enables effective service governance by ensuring that service performance, system relationships, and operational trends are visible, accurate, and actionable. The position plays a key role in supporting service integration by bridging operational data, technical teams, and service management processes, with a focus on continual improvement and stability., Service Reporting & Performance Analytics * Develop, maintain, and enhance service performance dashboards and reports aligned to business-facing services. * Aggregate and normalize data from an ITSM to provide meaningful service insights * Identify trends in: + incident volume and patterns + change success/failure rates + service degradation indicators * Translate operational data into clear, actionable insights for technical teams and leadership to improve both SLAs and XLAs Trend Analysis & Operational Intelligence * Analyze incident, change, and problem data to identify: + recurring issues + work inefficiencies + high-risk services or components * Correlate events across systems to highlight hidden relationships and dependencies * Proactively surface risks before they result in service disruption * Support the development of predictive indicators for service health and customer experience, where possible Problem Management Support * Identify candidates for problem management based on: + repeat incidents + high-impact outages + trends across multiple systems * Support root cause analysis efforts by: + gathering and structuring relevant data + identifying patterns and contributing factors * Track problem records and associated improvements to ensure visibility into resolution progress Service Transition & Operational Readiness Support * Assist in validating that new or changed services meet operational readiness requirements, including: + documentation completeness + monitoring and alerting visibility + support process definition * Ensure required service artifacts are created and accessible prior to production release * Support coordination between delivery teams and operations during service transition CMDB & Service Mapping Support * Maintain and improve data quality within the configuration management database * Support the development of service maps and configuration relationships for critical services * Identify gaps or inconsistencies in configuration and dependency data * Ensure alignment between: + CMDB records + actual system usage + change activity Runbooks & Operational Documentation * Develop and maintain service runbooks, knowledge articles, and operational procedures to improve service performance * Standardize documentation formats to improve usability and consistency * Ensure documentation reflects current operational practices and system configurations * Partner with technical teams to capture tacit knowledge into structured documentation Process Support & Continuous Improvement * Assist in refining and documenting service management processes, including: + change enablement + incident management + problem management * Identify inefficiencies or gaps in current processes and recommend improvements * Support implementation of lightweight governance practices that improve consistency without adding unnecessary overhead Cross-Team Coordination & Data Quality * Collaborate with infrastructure, application, and service desk teams to ensure: + data accuracy + consistent classification of incidents and changes + alignment across tools and processes * Promote consistent use of service management tools and data standards * Support audits or reviews of service data and operational practices ## Related Videos - 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