Responsibilities/Job Description:
Job Summary:
The IT Service Delivery Analyst is responsible for ensuring the delivery of high-quality, reliable, and customer-focused IT support services. This role supports, governs, and continuously improves IT service delivery processes, partnering across IT and business stakeholders to drive operational excellence and align services with organizational objectives and ITIL best practices.
As a mid-level professional, the IT Service Delivery Analyst independently manages key service delivery functions, including customer feedback programs, incident escalations, vendor coordination, and service improvement initiatives. The role balances operational execution with strong process discipline across the IT service lifecycle, including incident, request, change, problem, knowledge, and service performance management.
The Analyst collaborates cross-functionally to enhance customer experience, optimize service operations, and ensure consistent delivery of measurable service outcomes. This includes driving continuous improvement efforts, supporting governance activities, and contributing to the overall effectiveness and maturity of IT service management practices.
Essential Functions:
Voice of the Customer (VoC)
-
Design and deploy customer feedback mechanisms such as surveys and interviews.
-
Analyze feedback data to identify trends, pain points, and actionable insights.
-
Maintain relationships with internal customers to gather qualitative feedback.
-
Lead cross-functional initiatives to implement improvements based on customer insights.
Vendor and Customer Management:
-
Serve as a liaison between IT, strategic partners, and business units for escalations and trending issues.
-
Lead efforts to resolve customer complaints and integrate feedback into service enhancements
Incident Management:
-
Monitor dashboards and reports to detect early signs of service degradation or delays.
-
Act as a primary escalation point, ensuring ownership, communication, and resolution tracking.
-
Reassign misrouted tickets and investigate service complaints to ensure quality resolution.
Automation and Innovation:
-
Identify and support implementation of AI-driven tools to optimize workflows and enhance issue detection.
-
Lead automation initiatives aimed at improving operational efficiency.
Knowledge Management:
-
Review and update knowledge base articles for accuracy and relevance.
-
Promote knowledge base usage and train staff on knowledge systems.
-
Monitor and report on the effectiveness of knowledge management practices.
Quality Assurance and Service Monitoring:
-
Evaluate ticket and call quality to ensure service excellence.
-
Analyze service metrics and manage service levels and KPIs for the Service Desk.
-
Drive continuous service improvement initiatives.
Training and Documentation:
-
Review and validate training materials and process documentation used by strategic partners.
-
Ensure training plans are effective, and operational workflows are accurately documented.
Change and Release Communications:
-
Provide proactive notifications of high-impact changes and releases to strategic partners.
-
Monitor change boards and prepare for potential call surges related to changes.
Trend Analysis:
-
Identify and investigate patterns in incoming tickets to detect emerging issues.
-
Recommend actions such as creating parent tickets or escalating high-priority incidents.
-
Track resolution progress and ensure timely closure.
Other Essential Functions:
-
Support and administer IT service management (ITSM) processes including Incident, Request, Change, Problem, Knowledge, and Service Level Management
-
Analyze service performance trends, operational metrics, and customer feedback to identify improvement opportunities
-
Partner with service owners, support teams, and vendors to ensure consistent service delivery and issue resolution
-
Maintain operational documentation including procedures, workflows, runbooks, and knowledge articles
-
Support IT governance, compliance, and audit activities related to service delivery processes
-
Leverage ITSM platforms (e.g., ServiceNow) to manage workflows, reporting, and automation
-
Participate in continuous improvement initiatives to improve service quality, efficiency, and customer experience
-
Communicate clearly with technical and non-technical stakeholders regarding service performance and issue
-
Perform other duties as assigned, including participation in special projects or strategic initiatives.
-
Participate in on-call rotations to support critical incident response.
-
Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.
Experience
-
Bachelor’s degree in information technology, Business Administration, or a related field required.
-
Minimum 5+ years of progressive experience in IT operations, IT Service Delivery, IT Service Management or related fields.
-
Proven track record in incident management, including escalation handling, resolution tracking, and communication with stakeholders.
-
Strong background in Service Desk operations, with hands-on experience in ticket triage, SLA monitoring, and service quality assurance.
-
Experience leading Voice of the Customer (VoC) initiatives, including survey design, feedback analysis, and cross-functional collaboration.
-
Familiarity with automation tools and AI-driven technologies for workflow optimization and issue detection.
-
Solid understanding of knowledge management systems, including article creation, maintenance, and training enablement.
-
Experience in quality assurance, including ticket and call evaluations, metric analysis, and continuous improvement planning.
-
Ability to analyze service trends, identify root causes, and drive resolution strategies.
-
Preferred experience in change and release management, including communication planning and surge readiness.
License/Certification/Registration
-
Certifications in Service Management, Quality Assurance, or Knowledge Management Systems are a plus
-
ITIL Foundation Certification required
-
ITIL Intermediate or Practitioner Certification preferred.
Qualifications:
$74,006.40- $104,499.20 Annual
