IT Service Delivery Analyst

This position is in the clientTechnology IT Support organization, with primary responsibilities as the Senior IT Service Delivery Analyst for Product Lifecycle Management. The analyst will work with a global team of IT, engineering professionals and suppliers to lead technical support and coordination for IT service management and delivery.

Typical task breakdown:

• Leads problem reviews, root cause analysis, trend analysis and audits working closely with IT support partners.
• Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
• Create, and analyze KPI’s, and report KPI data to leadership, for actionable items.
• Lead the IT Software applications Onboarding for engineering applications, working closely with EAM team, Software Vendors and Business functions
• Develop, document and disseminate processes, adhering to Enterprise onboarding practices, security, governance and controls, for onboarding.
• Work closely with business partners from the engineering functions, aligned to the business requirements and act with velocity, and accountability.

Interaction with team:

• Team consists of 11 folks and process team more closely and the managed services group., * This position is in the clientTechnology IT Support organization, with primary responsibilities as the Senior IT Service Delivery Analyst for Product Lifecycle Management.
• The analyst will work with a global team of IT, engineering professionals and suppliers to lead technical support and coordination for IT service management and delivery.

• Bachelor’s degree in organizational, Service and vendor management.
• 10+ years exp in this capacity
• ITSM Certification ( ITIL) is a requirement or similar.

Required Technical Skills

(Required)

• Experience creating service now dashboards.
• Experience using ServiceNow and Power BI or other reporting tools
• Standard Operating Procedures: Knowledge of established standard operating procedures (SOP); ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations to increase operational efficiency.
• IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
• IT Service Level Agreements: Knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.
• Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining and measuring progress toward goals.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
• Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

Top Candidates will have:

• Proficiency in IT Service Management (ITSM) frameworks such as ITIL, experience with service desk platforms (e.g., ServiceNow, Jira)
• Ability to design, implement, and evaluate Standard Operating Procedures (SOPs).
• Monitoring and interpreting Key Performance Indicators (KPIs) and utilizing tools for tracking and reporting service performance.
• Familiarity with incident, problem, and change management processes is critical, along with a good understanding of IT infrastructure and support environments.

Soft Skills

(Required)

• Go getter attitude
• Drive to obtain results.
• Heavy attention to detail.

At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time - teams that move big ideas forward.

Across the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.

Because at the end of the day, we exist to help companies and people achieve their boldest ambitions., At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time - teams that move big ideas forward.\r\n\r\nAcross the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.\r\n\r\nBecause at the end of the day, we exist to help companies and people achieve their boldest ambitions.