The Purpose Driven Career Objectives of an IT Service Delivery Analyst
You will be a key member of the IT Support team that delivers Happiness to our internal users. The IT Service Delivery Analyst is responsible for working with IT teams to provide timely analysis and recommendations to resolve internal issues. This person will drive the development and implementation of robust self-service automation & process to ensure that high quality service is delivered to our internal users.
To apply for an IT Service Delivery Analyst, you are excellent at:
- Responsible for working with IT leadership team to drive overall service delivery excellence
- Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
- Responsible for promoting and driving the self-service and automation of IT Requests and Services through the use of chatbot and RPA
- Responsible to coordinate delivery of services to internal users and work with cross-functional teams to ensure IT services are operational
- Partner with Technical Trainer and Technical Writer to create knowledgebase articles for both the team and end-users
- Monitor day-to-day support activities and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection and resolution.
- Work with internal and cross-functional teams to ensure root cause is identified, action plans are developed and ensure timely follow-up on user issue resolution.
- Proactively monitor ticket metrics and other reports to drive resolution and corrective action as needed.
- Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
Your Success Profile includes:
- Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
- Minimum of 7 years of experience in providing technical support and delivering services to users in a fast pace and dynamic environment.
- Minimum 5 or more years of direct hands-on experience in chatbot, robotic process automation (RPA) and self-service best practices
- Passionate about technology enablement to drive solutions and deliver top notch user experience
- Solid understanding of ITIL, ITSM and information security risk management framework
- Working knowledge of Knowledge-Centered Service (KCS) methodology, UX design and search engine optimization (SEO) process
- Familiarity with design and implementation of customer contact solutions to meet business goals and align with organizational priorities.
- Strong analytical and quantitative skills with ability to use hard data and metrics to explain issues, drive