Service Delivery Analyst at TEKsystems

Description:

• Works under the supervision of the Manager of End User Services with responsibilities for the change management, request management, incident management, major incident response, and problem management processes. Ensures the successful execution and continuous improvement of ITIL best practices in alignment with organization objectives.

• Supports the change management process by reviewing and approving/rejecting requests for changes, running the daily Change Advisory Board meeting, distributing IT change communications, and auditing changes for compliance to IT policies.

• Serves as the primary point of contact for major incidents driving successful resolution by coordinating IT teams, managing business communications, and ensuring thorough documentation for the major incident.

• Coordinates IT problem management efforts and root cause analysis. Monitors progress on the resolution of known problems; owns the problem knowledge database

• Oversees and manages the resolution of incidents and requests, ensuring compliance with service level agreements.

• Captures and reports on IT department metrics for ITIL functions.

• Maintains documentation and provide training to IT team members on service management processes and policies.

• Facilitates the ongoing development of ServiceNow by creating and gathering requirements for proposed changes and enhancements, implementing modifications, and testing new releases.

• Provides support for IT systems, including out-of-hours support when required.

• All other duties as assigned.

Top Skills' Details:

• Understanding of Service Management concepts and ITIL processes

• Knowledge of concepts, practices & procedures of ServiceNow, or similar ITSM tool

• Good troubleshooting and problem-solving skills

• Experience working with all levels of IT management

Skills:

itil, Change management, Incident management, Troubleshooting, Technical support, Customer service, Support, Incident response

Top Skills Details:

itil,Change management,Incident management,Troubleshooting,Technical support

Additional Skills & Qualifications:

• Minimum of 2 years ITSM process management experience

• Experience with at least one key service management process – change management, major incident management, or problem management.

• Solid understanding of Service Management concepts and ITIL processes is required.

• Knowledge of commonly used concepts, practices, and procedures of ServiceNow, or other similar ITSM tool

• ServiceNow development experience strongly preferred.

• ITIL Foundations Certification preferred.

• Experience working with all levels of IT management.

• Good communication and interpersonal skills

• Team player who can build strong relationships within the IT organization.

• Good troubleshooting and problem-solving skills

• Good analytical and decision-making skills

Experience Level:

Intermediate Level

o    Eligibility requirements apply to some

benefits and may depend on your job classification and length of employment.

Benefits are subject to change and may be subject to specific elections, plan,

or program terms.  If eligible, the benefits available for this temporary role

may include the following: 

§  Medical, dental & vision 

§  Critical Illness, Accident, and Hospital 

§  401(k) Retirement Plan – Pre-tax and Roth post-tax

contributions available 

§  Life Insurance (Voluntary Life & AD&D for

the employee and dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.