IT Service Delivery Analyst

We are seeking an IT Service Delivery Analyst to join our IT Service Delivery Operations team in San Antonio, TX. In this global role, you will work as part of an international team-collaborating with counterparts across APAC, EMEA, and US time zones-to drive high-quality IT service, incident management, and continuous improvement across our enterprise.

You’ll act as a key point of contact for service request escalations, manage incident/problem frameworks, track critical metrics using ServiceNow and PowerBI, and interface directly with department heads., * Service Request Management (Technology Service and Product Requests)

• Reviewing requests for accuracy
• Serving as a point of contact for escalations
• Proactively identify and communicate issues to leadership
• Work with technology partners to drive ‘Continuous Improvement’ of Service Delivery pertaining to the service desk, desktop, and application support
• Identify inefficiencies or obsolete workflows in processes or systems and implement fixes or automation
• Incident, Problem, and Request Management
• Ensure adherence to AB’s incident, problem, and request management framework (escalations, communications, follow-up)
• Following up with incident/request owners to ensure tickets are updated and completed in adherence to SLAs
• Ensure problems are accurately documented and prepared for weekly management review
• Host daily technology end of day call with technology stakeholders to review issues encountered
• Technology Service Level Management (Metrics and Reporting)
• Ensuring reports are up-to-date and correct
• Produce daily, weekly, and monthly Service Delivery reports
• Produce and verify reports in ServiceNow and/or PowerBI
• Produce service level metrics for the group and management hierarchy
• Produce daily dashboard
• Work with IT and Business Stakeholders to establish SLP’s, SLA’s and supporting KPI’s and metrics.
• Notification Management
• Management of Technology notifications that are sent across the firm, including working with support teams to write maintenance notifications

• Excellent communication and interpersonal skills, with the ability to effectively engage and build relationships with stakeholders at all levels.
• Ability to present clearly and confidently to a large audience.
• Ability to maintain a professional demeanor and communicate in a professional, respectful and collaborative manner.
• Exceptional analytical, problem solving, and decision making skills, with the ability to think strategically and drive operational efficiencies.
• High level proficiency with ServiceNow.
• Ability to organize and prioritize workload; adaptable to changing conditions and priorities.

qualifications:

University degree or equivalent in IT discipline

At least 4-5 years of experience in a service delivery management and/or functional business analyst role

Solid understanding of IT Service management framework (e.g. ITIL) and best practices

skills:

PowerBI,ServiceNow,prioritize workload,adaptable,analytical,communications,Excellent communication and interpersonal skills,communicate,organize,decision making skills,leadership,point of contact,problem solving,professional demeanor,Proactively,ability to think strategically,collaborative,automation,Continuous Improvement,IT Service management,ITIL,KPI’s,maintenance,Metrics,Service Delivery,service delivery management,Service Level Management,Service Request Management,application support,service desk,workflows