Service Delivery Analyst Resume Samples

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W Blick

Werner

Blick

64374 Katharina Village

Philadelphia

+1 (555) 534 0428

64374 Katharina Village

Philadelphia

Phone

p +1 (555) 534 0428

Experience Experience

Houston, TX

Service Delivery Analyst

Houston, TX

Wiza LLC

Houston, TX

Service Delivery Analyst

Provide weekly Management Information for the following Incident management / Problem Management
Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption
Manage L48 IT&S Business Services processes at the local level (ticketing systems, asset management/tracking, data management, local security policies)
Work closely with management towards service level measures and share metrics based dashboards to improve operational excellence
Work with service delivery teams to identify common issues and develop and publish Knowledge Management articles
Assist with the development of Service Delivery quality assurance reviews, business process reviews and improvement action plans
Manage administrative and case management issues as well as data processing activities on a daily basis

Houston, TX

L Service Delivery Analyst

Houston, TX

Swaniawski, Littel and O'Connell

Houston, TX

L Service Delivery Analyst

Service Management: Collaborates with Technology Organization and manages service risk/maturity assessments and drives the Service Improvement Plans
Incident Management: Performs incident triage, root cause analysis, and collect and validate business impact
Third Party Asset Mgmt: Manage 3rd party asset management (licensing compliance/optimization)
Assists with the compiling of the data for the service performance against targets
Knowledge Management: Develops/tests knowledge objects to support increased L0, L1, and L2 resolution
Capacity Management: Review capacity across service components
Continuity Management: Schedule and facilitate COB testing, maintain recovery plans

present

Houston, TX

Senior Service Delivery Analyst

Houston, TX

Boyer-DuBuque

present

Houston, TX

Senior Service Delivery Analyst

present

Assist the Associate Manager / Manager to monitor the performance of service providers for outsourcing services
Review, develop and manage ITIL process and drive the maturity of ITIL process on Incident and Service Fulfillment Management
Provides information to support business relationships and partnerships important to the work group or team
Assist in the development of service based costing
Work closely with clients and the business to identify and analyze core business processes and workflows
Enforces policies and may adjust established methods and work flows
Applies some ingenuity to evaluating or participating in the evaluation of defined alternatives among several defined courses of action

Education Education

Bachelor’s Degree in Computer Science

University of Georgia

Bachelor’s Degree in Computer Science

Skills Skills

Strong analytical skills – experience gathering, organizing, and presenting large amounts of data. Strong attention to detail and data accuracy
Experience and proficiency with HR systems is highly desirable
Strong organizational skills and ability to handle multiple tasks and meet deadlines
Highly detail-oriented, takes ownership of issues and enjoys bringing them to a successful conclusion
Strong knowledge in Software Development Life Cycle and Secure Coding Practices
Documentation-centric; Strong ability to prepare and present technical information in a way that establishes rapport and understanding among varied audiences
Excellent knowledge of all workforce management disciplines, methodologies, tools and innovation
Strong attention to detail
Strong business knowledge or acumen and conceptual thinking
Ability to learn and apply new technical skills and concepts quickly

Create a Resume in Minutes

15 Service Delivery Analyst resume templates

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Service Delivery Analyst Resume Examples & Samples

Online Assessments (60mins): We'll then ask you to complete three online assessments. You’ll also receive an email with a link to the assessments so that you can complete them when it suits you best. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail
Interview: If you’re successful at assessment we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot via an online booking system
Outcome: Following your interview, we'll be in touch within five working days to advise you of the outcome

Documentation & Service Delivery Analyst Resume Examples & Samples

Confluence site maintenance – to provide internal site maintenance, and provide training for users
‘Level 1 Services’ website maintenance –to ensure website is current
Reporting – to gather data and prepare service reports
Data Analysis and Review– to perform data analysis/ reviews on reported data
SLAand OLA Documentation -to create and maintain service management and SLA/OLA documentation
Process and Technical Documentation– to maintain process and technical documentation
Service Delivery Support– to participate in service delivery activities when required
Ongoing maintenance of Confluence application and troubleshooting pages
Train new Confluence users
Support for existing RTB Confluence users
Onboard new Lines of Business and new applications onto Confluence
Data gathering and manipulation in order to create monthly service reports
Data mining for trend analysis
Reporting on vendor service attainment
Act as back up to SDM for business user escalations
Provide recommendations for service improvement
Provide coaching to support team members on service management processes
Manage operational process enhancements
Track business systems issues and recommend options for value-add for clients
Web development skills
Experience in the presentation of statistics using MS Office tools (Excel, PowerPoint, Word, Visio, etc)
Understanding of data extraction/report writing tools
Experience working with business users (at all levels) and support staff (at all levels)
Experience working within an IT service management capacity
Experience with ITIL driven processes
An IT support background
Experience working with outsourced support teams
Experience working in a service related role (Helpdesk) will be an asset

Senior Service Delivery Analyst Resume Examples & Samples

Assist the Associate Manager / Manager to monitor the performance of service providers for outsourcing services
Ensure smooth operation and maintain excellent customer service standard
Handle user complaints, perform case investigation, identify root cause of trouble, obtain appropriate action plan for improvement
Provide technical advice to end users and service providers based on company policy and standard. Assist to define end user policy on hardware and software usage
Analyze and evaluate the business units’ IT demands and coordinate with internal IT partners and/or external vendors to provide possible IT solutions in a timely manner
Evaluate IT desktop products/tools for various technical solutions and select suitable options for use
Deliver IT services to users and ensure proper service management practices are in place to maximize operational efficiency
Review, develop and manage ITIL process and drive the maturity of ITIL process on Incident and Service Fulfillment Management
To ensure the IT operation documentations, procedures being practiced are in compliance with standards and guidelines
Perform ad-hoc tasks as required
Minimum 8 years of relevant IT experience
Knowledge and experience in vendor management, ITIL standards, Service Management and IT operational processes/methodology
Good Knowledge of ITIL v3 is a must
Proven experience in managing IT service based on ITIL practice and processes
Strong technical background, excellent communication and leadership skill
Excellent customer service skill is a must
Customer focused with pleasant personality and capability to solve client's problems
Hardworking, willing to learn and able to work under pressure
Self-motivated and capable of managing multiple priorities and tasks as delegated
Excellent command of both written and spoken English and Chinese
Working knowledge of Mac OSx, Windows and related Office
Support/administration of Windows XP/ 7 or above desktop operating systems
MCP/MCSE is preferable

Up to AVP, Service Delivery Analyst Resume Examples & Samples

To deliver a first class query-handling and administration service to the business
Provide HR query-handling services to the APAC Region
Provide transactional support for human resources processes including new hires, leavers, leave of absence, transfers, probation and employment verifications
Provide comprehensive and timely responses to enquiries from employees and managers, in accordance with service level agreements
Work with the Data Operations team to ensure that data quality is high
Escalate issues as appropriate
Building strong relationship with internal stakeholders including managers and colleagues within the wider shared services team and the wider HR department
Participate in ad hoc projects
Perform other duties as required by management/leadership, as assigned
Participate in metrics/data gathering
Continuously drive improvements in processes and services, as assigned
Address and eliminate potential issues in current processes
Prepare standard and ad-hoc reports, as required
Foster an environment of continuous improvement and customer focus

Service Delivery Analyst Resume Examples & Samples

Achieving best in class for Controls & Resiliency
Ensure of Production Stability, Service Delivery, Technology Availability
Productivity & Expense Reduction
Understand the service delivery profile of the location for all groups in GTI and the BAI groups (business aligned Infrastructure)
Service Delivery and Projects
Single Point of Contact (SPOC) of location cross LOBs Tech related project initiatives from location or regional
Engagement with SME and other relevant parties and arrange local interlock meeting if necessary
Deliver the message to stakeholder in a clear and easy-to-understand way
Keep track of progress from local perspective and report to TSM and local relevant parties
Coordinate for location resilience activities
Engagement with GTRM in coordinating with local GTI and LOB users during arrangement of resilience activities
Report to TSM of the progress and results of activities including the issues raised from LOBs
Identify opportunities to drive location innovation through communication with GTI team members
Engage with regional team to take initiatives in approaching LOB and marketing the new Tech tools
Help deliver innovation ideas to regional innovation committee agenda

Mobility Service Delivery Analyst Resume Examples & Samples

Coordinate all immigration support for assignee between needs of outside service provider, assignee and the business location: Work with vendor to collect assignee information or prepare Company documentation for work authorization process. Obtain wet signatures and stamps through HR coordinators and local administrative assistants. Record date received in LinkE and ensure appropriate Payroll activation. Coordinate immigration for local hires who are foreign nationals when required
Coordinate all relocation support services for assignee between the needs of the outside providers and the assignee: Initiate Destination Services Provider and ensure appropriate housing budgets are given to DSPs. Coordinate Lease and Lease Renewals with DSP and record all information in LinkE to ensure appropriate set up of housing allowances if lease is in the assignee name. Work with local accounts payable to set up local payments when housing is Company paid. Proactively review renewal dates with DSP and keep CSC informed of all lease issues and renewals status
Coordinate Tax Services associated with an assignment. Initiate Home and Host Tax Consultations with Tax Vendor. Review and correct TEQ and TEL lists for annual processes
Coordinate On/Off Boarding Service Delivery to the assignee, i.e. initiate home and host on/off boarding
Participate in weeklyvendor calls to understand status and issues as it relates to your assignees
Perform Finance processes and transactional system setup: Review vendor invoices for proper billing and receipt of vendor services. Initiate Purchase Orders and Accounts Payable where local billing is required. Approve expense reimbursements for IPE team. Ensure correct data accuracy and completeness. Prepare miscellaneous financial reconciliations for LINKe, Payroll, and other data bases
Provide support to the Global Mobility Customer Service Consultant: Ensure accurate data and check list dates have been entered into LinkE and SAP to ensure proper information is flowing to all downstream processes. Monitor Mobility Salesforce queue and assign cases to Customer Service team members and partners. Coordinate resolution and response to any SalesForce cases assigned. Attend routine meetings with vendors and keep. Domestic relocation support
Exposure to an international client group of all levels of the organization
A manifold challenge in which you can further build a versatile and rounded profile
Being part of a newly born team that will add measurable value for the Company
Vendor Management and Coordination
Crisis Management
Relationship Management (Suppliers, Vendors, Partners)
Independent Point of View
Communication on all levels

Senior Service Delivery Analyst Resume Examples & Samples

Resource and process modeling
Assist in the development of service based costing
Identifying system and procedural changes required and liaising with IT architecture to address inefficiencies and continually refine processes
Business Process Mapping and Process Reengineering
Work closely with clients and the business to identify and analyze core business processes and workflows
Facilitating workshops with SME's
Documentation of process and work flows
Development of clear and detailed process maps and business requirements
Identifying issues and risks
Documents and maintains complex processes, procedures, and how-to’s, and verifies previously written documentation
Is assigned complex processes that requires flexibility and some new approaches
Ensures adequate and timely communication with and status reporting to user management
Collaborates with other resolver groups to ensure that adequate supporting knowledge and documentation is constantly reviewed and adjusted to meet the demand of a complex computing environment
Is accountable for achieving the highest possible levels of personal operating efficiencies on assigned tasks and problems
Interacts with all IT groups and the user community to ensure adequate communication
Communicates relatively complex technical information in understandable terms to a variety of audiences
Interacts with outside vendors and consultants
Enforces policies and may adjust established methods and work flows
Provides information to support business relationships and partnerships important to the work group or team
Maintains working internal and, as appropriate, external operating relationships for a work group or team
A minimum of 3 years experience as a Business Analyst, on large and complex projects
Strong skills in Process Mapping and Business Process Reengineering
Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflows
Experience facilitating workshops and focus groups
Strong business/client engagement skills
Experience developing business requirements
Experience developing instructional and procedural documentation and presentations
High level of competence with MS Office and MS Visio
Applies some ingenuity to evaluating or participating in the evaluation of defined alternatives among several defined courses of action
Strong knowledge of industry trends, technology advances, new products and best practices
An inquiring mind and is flexible and responsive to stakeholder needs
Proactive and strategic in future planning and preparing for change
Takes personal responsibility for meeting objectives and progressing projects
Ability to provide impartial, forthright and evidence based advice
Able to maintain momentum and sustains effort
Well-developed oral and written communication skills with well-developed interpersonal skills and excellent stakeholder management skills
Able to respond to and prioritize competing and often urgent requests in a calm and efficient manner while maintaining high work standards and attention to detail
Strong skills in Business Process Mapping and Business Process Reengineering
Relevant qualifications and/or professional background in an analytical discipline such as (but not limited to) Economics, Statistics, Sciences

Service Delivery Analyst Resume Examples & Samples

3+ years of experience in project management and business analysis
Bachelor's Degree, preferably in a Technology or Business Capacity
Knowledge of project management methodologies such as Agile
Working knowledge of CRM, ERP, Data Management, SharePoint, and/or Office 365
Experience working for a Life Sciences organization

L Service Delivery Analyst Resume Examples & Samples

Supports the delivery of the L2 Service Delivery objectives for the business/region
Assists with the compiling of the data for the service performance against targets
Supports the development and on-going maintenance of Sr. Mgmt updates for Service Delivery activities
Facilitates the shift left of Level 3 activities to Level 2 activities to Level 1
Responsible for execution of day-to-day service delivery functions including the following
Incident Management: Performs incident triage, root cause analysis, and collect and validate business impact
Service Management: Collaborates with Technology Organization and manages service risk/maturity assessments and drives the Service Improvement Plans
Knowledge Management: Develops/tests knowledge objects to support increased L0, L1, and L2 resolution
Change Management: Review and approve changes
Capacity Management: Review capacity across service components
Continuity Management: Schedule and facilitate COB testing, maintain recovery plans
Configuration Management: Build/update service configuration
Third Party Asset Mgmt: Manage 3rd party asset management (licensing compliance/optimization)
Service Readiness: This activity encompasses review of major releases & new application install from very early stage of the project/program, to ensure Risks are documented and remediated before production Go Live
Service Risks: Ability to identify, document and Manage Service Risks within Applications and effectively manage the resolutions of Risks
3 to 5 years progressive experience in BI related applications support or development
Operational experience in a complex/matrix organization
Measurement of customer satisfaction and analysis of service levels
Proven ability to develop and manage relationships at all levels
Thorough understanding of BI architecture, data modeling and data integration strategy
Provide domain expertise and work with various production support teams to solve complex operation issues
Experience with Data Warehouse and Business Intelligence technology involving Abinitio, Data Stage, Cognos, Teradata, Oracle, SQL server, SAS and other analytical systems
Ability to work with Offshore and onsite Production Support Teams across multiple organizations
Excellent Oral and Written Communication Skills
Strong analytical skills, strong problem solving skills and ability to logically break down tasks into smaller manageable parts
Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required
Strong individual with the ability to communicate and negotiate at all levels
Ability to influence people
Effective meeting management, team management and organizational skills
ITIL Foundation certification is a plus. Manager’s certification will be an asset
Prior experience in applications development preferred
Prior Experience in Data Warehouse and Business Intelligence Applications

Service Delivery Analyst Resume Examples & Samples

Typically 3+ years experience in directly related business
Typically first level university degree or equivalent work experience
Moderate knowledge of Information Technology (IT) and services industry

Service Delivery Analyst Resume Examples & Samples

Proven Technical experience in 2nd line service delivery support, including common applications, i.e. MS Office
Understanding of Service Management concepts. ITIL foundation qualified (preferred)
Proven experience in a multi-level IS support structure working within a regional or national team and utilizing a global incident handling system
Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines
Excellent communication skills. [verbal and written]
Understanding of LAN and server components

Senior Service Delivery Analyst Resume Examples & Samples

3+ years of expert level experience with implementing various applications and scripts in the ServiceNow.com ITSM tool
5+ years directly related progressive work experience, preferably in operations or project management role
ITIL or equivalent ITSM certification - preferred

Service Delivery Analyst Resume Examples & Samples

Work with the L1, L2 & L3 helpdesks to ensure smooth
Work directly with Microsoft and various stakeholders to triage
BS in Computer Science, other discipline or equivalent work
2 years total work experience
1+ years experience working on an operations/service delivery project
Flexibility - ability to handle multiple long & short cycles,

Service Delivery Analyst Resume Examples & Samples

5 years of related experience, Project management, coordination and planning for production impacting releases
Genesys experience is strongly preferred
Critical thinking and problem solving skills, with ability to analyze complex workflows, prioritize multiple tasks and make key decisions in real-time during platform outages
Must have experience with ACD platforms (Avaya, Cisco, Genesys, Interactive Intelligence, etc.) and familiarity with Oracle Contact Center Anywhere (CCA), formally Telephony@Work) is a plus
Working knowledge of Oracle DBs and XML. Interaction with Voice and Network OPS teams at a working level

Service Delivery Analyst Service Request Management Global Resume Examples & Samples

At least 3 years’ experience working in an ITIL environment
Educated to degree level in a relevant discipline or an equivalent combination of education, training and experience
Must be well-organized, capable both of planning work commitments, task prioritization, meeting deadlines and dealing with peaks of activity and unexpected events
Experience with establishing, monitoring, and/or analyzing Key Performance Indicators (KPIs)
Ability to analysis data, act on findings and succinctly report back on status and progress
Experience working in an outsourced environment
An ability to work collaboratively with colleagues and suppliers
Excellent customer service skills and ability to work with people of all levels within the organization
Effective and sensitive communicator with people from different societies and cultures
ITIL V3 foundation certificate is desired
Experience of working with Service Now is preferred

Service Delivery Analyst Resume Examples & Samples

Analyzing data and information and taking / recommending decisions based upon fact
Working with customers and suppliers to resolve issues, mitigate risks and realize opportunities
Undertaking research and presenting findings in a manner appropriate to the audience
Planning and executing activities within the assigned Service Delivery department
Providing general support to senior colleagues on specific initiatives
Leading multi-function and supplier teams to successful conclusion on specific initiatives
Monitoring and proactive intervention on finance / budgetary matters
Provide on-call support for operational incidents/changes
Previous role experience supporting the delivery of IS services to advanced level
Previous role experience of the analysis of performance data and providing decision support to leaders in an IS Service Delivery environment
Relevant industry certification (e.g. ITIL v3) desirable
Expert in MS Excel and PowerPoint
SAP knowledge/experience a plus
This position is located in Waltham, MA

Service Delivery Analyst Resume Examples & Samples

Experience in Tableau development, excel analysis and reporting
Knowledge of ITIL framework (Incident, Problem, and Change Management)
Understanding of OLA, SLA, Disaster Recovery, and basic IT security concepts
Basic knowledge around project and financial data in RBC context and methodology
Skilled in preparing reports using key metrics and mined data to tell a story about the health and status of a Production application environment
Proficient in Excel development (VBA), Data Modelling, SQL Queries, , DML, and DDL
Working knowledge in SharePoint 2010, HP Service Manager 9, Westbury reporting platform
Able to work effectively across multiple diverse Corporate Systems functional areas, and with internal and external vendors and various IT teams as needed
Focus on customer service - putting customers’ needs and goals ahead of the easiest technical solution when necessary and identifying improvements needed to deliver
Independently prioritize important tasks from many competing and changing priorities
Self-motivated to solve problems, and seek to motivate team members by example

Technical Service Delivery Analyst Resume Examples & Samples

Provides technical support activities for a production processing environment
Conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed
Codes, tests, debugs, documents, implements and maintains software applications
Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems
Analyzes problem, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary
Documents current policies and procedures under the direction of the lead System Support Analyst
Represents the team on cross-functional teams for production, support and development activities
Performs specialty production processing
Interprets and presents data and conclusions to management as needed
Improve methodologies used in the job
Performs additional related duties as assigned
Knowledge of end-to-end systems development life Proficiency in business modeling and requirements definition disciplines through Unified Modeling Language (UML), use cases, etc
Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Excellent problem-solving, team, and time management skills

IT Service Delivery Analyst Resume Examples & Samples

Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback (This will be the primary function of the role)
Function as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement
Proactively ensure service continuity and improvement through the review of partner improvement plans, the use of Problem Management, quality tools, and report on your activities
Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables and other service improvement tools (will be on call in the event of major incidents)
Actively participate in daily change management meetings and activities – Apply technical experience and knowledge of systems supported to review and advise on change requests impacting production environments. Review communications plans, test plans, and communicate as necessary
Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation
Lead major incident service restoration and problem management activities; Drive/document improvements utilizing Problem Management, Quality, SWOT, Technical roundtables or other service improvement tools
2 year degree or current IT Professional Certification in BizTalk, Informatica, or Boomi, required
Minimum of 2 years of experience supporting ETL, Enterprise Application Integration, business to business communication, message brokering and/or cloud-based to on-premises application integration type platforms

Service Delivery Analyst Resume Examples & Samples

Skilled at establishing and managing cross functional relationships
Ability to measure cloud KPIs and define new ones as per business needs
Work with service delivery teams to identify common issues and develop and publish Knowledge Management articles
Responsible for creating customer metrics, analyzing trends and making recommendations to proactively manage customer relationship
Comfortable working in a highly matrix environment
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Identify, analyze, and interpret trends or patterns in complex data sets
Work closely with management towards service level measures and share metrics based dashboards to improve operational excellence
Excellent analytical and decision-making skills
Self-motivated, excellent work ethic, goal oriented and strong team player
Able to work off hours when needed
Knowledge of ITIL framework. (ITIL certification preferred)
Six Sigma Trained ( Green Belt Preferred)

PC Refresh & Service Delivery Analyst Resume Examples & Samples

Experience with ITIL v3.0 framework
Experience with service desk and end user services (deskside support) processes
Experience in managing and/or interfacing with outsourced organizations
Must be a team player and strong collaborator
Strong Office (2010 or higher) experience. Calendaring and scheduling experience required
BA/BS degree or equivalent of I.S. experience
2+ years experience required in a regulated environment
Prior PC Refresh experience a plus

IT Service Delivery Analyst Resume Examples & Samples

Participate in meetings; create templates and reports based on requirements
Establish timelines and milestones
Ability to meet the milestones and drive outcomes
Work across teams, cultures and with others of various competency areas
2 year degree required
Thoroughly experienced in MS tools such as Excel, PowerPoint and SharePoint
Efficient planning and organizational skills
ServiceNow experience is a plus and ITIL foundation is a bonus
Driven and self-motivated

Service Delivery Analyst Resume Examples & Samples

College degree specialized training, or equivalent work experience
Minimum of 3-5 years of IT Project Management experience, or relevant business or team leadership
Experience with projects in multiple technologies, functions (e.g. transaction management, risk management etc.) and industries
Experience coordinating geographically distributed and culturally diverse work-groups
Experience in working with Outside Service Providers a plus

Service Delivery Analyst Resume Examples & Samples

Preparation and distribution of pre-defined and ad-hoc reports related to service delivery
Maintain related program and process documentation
Creates and maintains a catalogue of available services and service definitions
Defines service management metrics
Analyze service delivery performance and opportunities to drive efficiency
Establishes and maintains operational methods, procedures and tools and reviews them regularly for effectiveness and efficiency
Ensures that service delivery performance evaluations are reported in a timely manner
Identify opportunities for process improvements that contribute to the achievement of goals and improvement of overall service delivery
Ability to work with others as a member of a team
Manages Complexity – works effectively in a complex environment (e.g. environment spanning multiple functions, shifts, platforms, geographies)
Communicates and Influences- Must be able to communicate to and influence all levels of the organization
Demonstrates Business Acumen- must possess the ability to quickly assess situations and make decisions that will benefit the organization and stabilize the infrastructure behind it
Ability to manage short and long term projects
Experience is building Sharepoint sites
Experience in building business process flows
Ability to interact and communicate with people at all levels
Firm understanding of IT Service Management processes and project management (i.e. MS Project, Excel, Visio, hybrid)
IT service management experience and/or change management experience

Service Delivery Analyst Shared Services Resume Examples & Samples

Support Business as Usual processes for the site to enable day-to-day IT operation
Establish a trusted face of IS
Support and continuously improve the local audio visual and telecommunication solutions
Coordination of local and central IS Support partners (Accenture, Verizon, CSC, TCS etc.)
Develop and manage relationship with business partners
Manage and maintain IS services
Support the JML process
Monitor Service Now and action approval tasks
Aged ticket monitoring and close out activities
Monitor shared mailbox of the function
Support BS Budapest based audio visual requirements, produce innovative ideas to continuously improve communication
Support the implementation of minor changes (SAC, CRQ, RFS, NSR)
Contribute to Customer Satisfaction Measurement
Other BAU type activities („Hands ’n’ Eyes” support, escalations, etc.)
Bachelor degree in a technical service
3+ years of relevant experience
Has solid understanding of - and preferably experience in the following areas: end user support, service desk, Windows servers, voice- and data network, telephony, IT security, SAP and business applications
Has good/ solid understanding of applications/ databases/ interfaces/ hardware and their relations
Has strong bridge building capabilities, experience in multinational environment is an advantage
Has strong command of English (both written and spoken)
Technical qualification required: ITIL Foundation

Service Delivery Analyst Resume Examples & Samples

Work closely with IT Service Delivery leadership and business unit Infrastructure leaders to understand overall Textron business strategy and specific business unit needs
Analyzes and contributes to enterprise infrastructure service management strategy based on both current and future Textron business needs
Close working relationship with third-party technology partner managers to
Ability to understand how IT service management processes work together, e.g. incident management process, change management process, service level management, system availability management, etc
Ability to plan operations requirements one to three years in advance
Experience in creating and defining new operations models/procedures and explaining complex problems or situations
Ability to build strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of user trust and confidence in the team's concern for users
Ability to effectively adapt to rapidly changing technology and apply it to dynamic business needs
Documentation-centric; Strong ability to prepare and present technical information in a way that establishes rapport and understanding among varied audiences
Ability to test and document new IT service processes and make recommendations to leadership
Proficient with Microsoft Office products including SharePoint
Bachelor's degree in Computer Science, Engineering, or related discipline with an IT focus
Relevant internship experience preferred
Demonstrated competency in

Service Delivery Analyst Resume Examples & Samples

Work closely with all support teams; Help Desk, Support, Engineering and Vendor Partners to help coordinate Support efforts
Communicate and partner with business partners to resolve issues; Taos, NCR and Level10
Prioritize open cases in a high-volume, fast-paced environment
Review and report 2x a day open tickets in ServiceNow and NCR @YS Portal
Identify challenges and propose ideas to improve process
Respond to inquiries via phone and email within established Service Level Agreements and tracking cases in ServiceNow and NCR @YS Portal
Use critical-thinking skills to move along, troubleshoot and resolve issues
Process Oriented
Easily adapts to a fast-paced environment, ability to prioritize and have a sense of urgency
Diplomacy, tact, and professionalism under pressure
Highly detail-oriented, takes ownership of issues and enjoys bringing them to a successful conclusion
Process oriented ability to identify and improve process
Demonstrated customer service skills including examples of transforming challenging customer situations into positive experiences
Advance knowledge and regular use of Excel functions (Pivot tables, macros, VLOOKUP etc.)
Experience with Inventory Control Management managing; audit, tracking & inventory order placements
Experience in configuring, installing, and resolving problems with Windows XP, Windows 7 operating systems and applications
Experience working with major POS H/W vendors (NCR, Dell)
Experience with Enterprise-class problem ticketing system (Service-Now preferred)
Experience troubleshooting and supporting OPOS applications
Support of POS software including Triversity a plus
Experience in the following areas: TCP/IP, DNS, DHCP, Active Directory
Experience and knowledge in troubleshooting a LAN, WAN, DSL and T1 circuits

Service Delivery Analyst Resume Examples & Samples

Drive the delivery of IS support in area of responsibility managing a high throughput of calls for both onsite and remote LR Internal staff to consistently achieve agreed OLA
Provide technical support to a high level for desktop, application and hand and eyes LAN/WAN infrastructure within geographic area of responsibility
Manage the successful delivery of projects that touch the business in area of responsibility, including helping to manage business expectation
Spot incident trends and formulate an appropriate plan to address this trend
To support the Team Leader in any activities as required, which may include early life support of new services/applications, ad-hoc investigations, or data collection and analysis related to the IS environment
Identify, suggest and assist team leaders and senior analysts with implementing improvements to the current IS service processes and procedures to drive efficient service
Assist the Team Leader in the preparation and management of the Area IS budget
To drive close co-operation with other support teams within the IS structure, actively seeking to engage as required
Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health
Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager

Senior Service Delivery Analyst Resume Examples & Samples

Develop and enhance integration between the ITIL process touchpoints, specifically Service Transition and Service Operation
Identify and develop solutions for compliance gaps
Develop reporting to support various functions such as Annual/Continuous Operating Planning, Aging, Status
Bachelor Degree in Computer Science, Management Information Systems, Business (or related field)
ITIL v3 Foundation Certification
Understanding of Asset management and configuration principles
Strong MS Excel and Visio skills
ITIL v3 Intermediate Certification is a plus

Service Delivery Analyst Resume Examples & Samples

Vendor management and partnership experience
Comfortable working across cultures
Background in data analysis and Managing and measuring work
ITIL experience, familiar with ITIL terms
3 years of business experience

Service Delivery Analyst Resume Examples & Samples

Responsible for the technical direction of platform(s), providing consulting expertise, leveraging business and technical knowledge to support business strategies and deliver business value
Ensures appropriate levels of communication occur between Technology Team and partner regarding impacts to delivery or service levels
Responsible for overseeing issue resolution and facilitating closure of any technical or customer relationship issues
Works with American Express Technology business partners to develop and evaluate business objectives and develop supporting business case for infrastructure projects
Works with internal Technology Team architects to identify technical solutions and business process improvements which are in line with the strategic direction
Responsible for managing one or more highly complex technical projects where internal or external business partners are included as a key constituent for project success
Ensures that platform(s) supported meet the business, technical and infrastructure needs by overseeing the health and well-being of the technical End User Computing infrastructure
Manages (monitors and addresses) third parties work in terms of quality and adherence to standards
Responsible for monitoring and tracking of portfolio operational matrix
Utilizes appropriate reporting tools (e.g. Clarity) to monitor and track portfolio(s) against delivery, cost, budget, forecast, schedule and quality targets
Develops tactical methodologies, enhances / maintains processes, and ensures compliance to standardized processes across the organization

Payroll Service Delivery Analyst Resume Examples & Samples

Good knowledge of Payroll end to end process
Ability to work to targets and deadlines whilst maintaining a high degree of accuracy
IT skills in excel, word and payment systems
A current understanding of PAYE, NIC, SSP, SMP, SAP and SPP
Ability to work in a fast paced pressurised environment

Service Delivery Analyst Resume Examples & Samples

Solid experience in either Export (Logistics), Finance or in Supply Chain Operational activities
Demonstrated ability in successfully resolving customer issues regardless of organisational boundaries , to a mutually acceptable solution
Excellent analytical skills. Ability to identify and resolve problems
Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
Able to see the ‘big’ picture and capable of thinking beyond immediate area of responsibility
Educated to degree level or equivalent an advantage
Knowledge of supply chain processes to include Trade Routes, Invoicing, Credit Notes and Transfer Pricing is a distinct advantage
Familiar with Export & logistics practices including Letter of Credit
Highly computer literate with a working knowledge of key global supply chain IT systems (JDE, Babel, Manugistics) and their associated interfaces (046, ITP1 & ICEI) an advantage
Technical understanding of GSK Websmart applications (IMS, TRAM, Manual Log) is highly regarded
Awareness of all business operating models at an International Level
Operational Delivery – Process

Service Delivery Analyst Resume Examples & Samples

Assist with management of small projects
Assists with the maintenance of ESS practice governance and management standards to ensure consistent delivery of quality services and customer experience
Assist with the development of Service Delivery quality assurance reviews, business process reviews and improvement action plans
Assist with the development of best practices, standardization, and approaches to continuously drive improvements, efficiencies and effectiveness as part of our ESS and WW Support delivery excellence initiatives
Assist in the development and implemention of standardized tools, templates, and associated artifacts related to ESS methodologies, deliverables, and internal operations
Assist in documenting of requirements, constraints, and assumptions from internal teams
Document existing and future-state business processes
Assist in the identification of gaps in process and/or related documentation
Aid with changes to basic project plans, schedules, and resources using appropriate techniques in order to keep the plan accurate, updated, reflective of authorized changes
Execute tasks as defined in order to achieve milestones and goals
Assist with day-to-day programmatic activities which may include duties such as responding to requests, communications, monitoring, and reporting
Assist in the management and curation of document repositories and associated business artifacts
Develop and maintain constructive and cooperative working relationships and build mutual trust in cross-functional and virtual teams

Service Delivery Analyst Resume Examples & Samples

Provides technical support activities for a software production processing environment
Installs, maintains and supports application/source code and/or its components and subsystems including third party software
Detects, diagnoses and reports related problems
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components
Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption
Creates and maintains complete documentation relative to the support of application software
Provides twenty-four-hour support for applications and supporting software
Provides consultation to internal users with regard to software capabilities and use
Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors
Assists development teams in requirements definition, system design and delivery of projects
Verifies technical specifications for development projects
Acts as project liaison/Services Delivery advocate on projects
Assists client support with development of internal and client directed communications related to incidents, problems or known errors
Plans and supports application specific disaster recovery activities including development and maintenance of documentation
Conducts production support validations/certifications and accepts turnover from development
Provides standardized operational reporting metrics to business as well as information technology management
Monitors and maintains product availability, capacity and performance for products based on defined service level
Provides support to the application security functionality and related administrative and audit services
Participates in change management reviews, confirmation of changes implemented and validate associated documentation
Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times
Other related duties assigned as needed
Must have minimum 3 years’ experience as a Service Delivery Analyst
Knowledge in Transaction Processing Switch preferably IST Application
Familiar in ATM transaction flow and analysis, ISO 8583 messaging standard, EMV, Host Interfaces
Background in Banking and Financial Services is an advantage
Strong knowledge in Software Development Life Cycle and Secure Coding Practices
Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels
Requires a working knowledge of applications and utilities used by supported products
Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
Ability to demonstrate interpersonal and teambuilding skills and manage conflict
Ability to understand and apply concepts
Ability to analyze and solve problems using learned techniques and tools including escalation practices
Skilled use of Microsoft Office package and related software applications is required
Team skills, including the ability to establish and maintain effective working relationships
General business skills, industry knowledge, financial management and planning skills
Strong analytical, statistical and problem solving skills
Ability to utilize judgment in decision making process and decisions related to job tasks
Strong organizational skills and ability to handle multiple tasks and meet deadlines
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

Service Delivery Analyst Resume Examples & Samples

2+ years technical operations management experience
2+ years external client management experience
Consulting skills preferred
Knowledge of premise or cloud contact center technologies including Unified Communications, data network management and operations, and CTI, ACD, and IVR applications

Senior Service Delivery Analyst Resume Examples & Samples

Focuses on critical services and applications, monitors actions to investigate and resolves incidents and problems (based on application and technical infrastructure knowledge)
Provides end-to-end business process and technical expertise during problem resolution or preventative maintenance measures
Provides a central point of contact for a particular platform/service capability and works with the Service Delivery Manager to direct resources where necessary
Undertakes quality assessments by performing/supporting quality rating measures on key changes
Ensures resolution of any defects by development teams within the 90-day warranty period
Assists in the investigation (root cause analysis) and resolution of problems
Assists in the development and deployment of preventative maintenance procedures
Interacts with the development teams via Retrospectives/Post Implementation Reviews to ensure quality standards are adhered to during development and implementation
Regularly communicates the status of incidents, preventative solutions and resolutions to the Service Delivery Manager (and Director if required)
Works in conjunction with Service Delivery Senior Performance Analysts to ensure Service Level Agreements for the platform/capability are maintained
Will be required to work in conjunction with Unit CIO organizations to resolve problems/incidents and ensure that best practices relating to preventative maintenance are communicated and understood within the development teams
May be required to provide coaching, guidance and expertise on Service Delivery processes and procedures
Provides production and Service Delivery activities, specializing in a particular service capability
Provide coaching, guidance and expertise on Service Delivery processes and procedures
Provides production and service delivery activities on multiple platforms primarily in infrastructure Operation or in a Production Support team within a Unit CIO organization. Typically works with Service Delivery Analysts, Engineers and Performance Analysts, and reports to a Director Service Delivery Management or a Director Technical Delivery
Provides production and Service Delivery activities, specializing in a particular service capability prior Technology work experience in a production/service/operations support environment or within a technical delivery organization as an Engineer, specializing in a provision of a particular service capability
Having experience supporting Mac/Apple EUC devices in a corporate environment is required
Provide data, voice & cabling infrastructure support to deliver or contribute to resolving operational issues
Diverse technical background capabilities across Distributed, Network for infrastructure, Hardware, Interactive/Web, Cloud and application components. Broad experience with an industry wide variety of alerting and monitoring tools
Good understanding of Infrastructure Build, deployment, maintenance process Requires knowledge and understanding of architecture, applications systems design and integration techniques
Understand and implement operational excellence process such as proactive identification of customer issues, implementing automation and drive continual improvement opportunities to reduce the number of incidents worked Problem solving - assesses information from different angles and various sources to discover the root cause
Manages multiple tasks effectively - progresses work in parallel Requires IT work experience in a production, service and operations support environment. Experience in Infrastructure Monitoring capabilities and Incident / Problem / Change procedures
Knowledge of ITIL processes is a plus

Service Delivery Analyst Resume Examples & Samples

Manage administrative and case management issues as well as data processing activities on a daily basis
Monitor project schedules to ensure timelines and deliverables are met; notify project manager or client if timelines are in jeopardy
Test and analyze system configuration against requirement documents during implementation and administration
Use our sophisticated database of tools to set up a client’s healthcare & group benefits database; define data fields, import data, design screens and create queries and reports
Meet with project managers and clients to define project scope and objectives, prepare work plans, documenting project’s scope and review with client(s)
3-5 years experience preferred or equivalent industry experience
Experience in specific domains of HR administration (Benefits, Pension Plans and Healthcare & Group Benefits) is preferred
Ability to prioritize and manage multiple projects simultaneously
Proficient with Microsoft Access, Excel and Word
Experience with prior software implementation and training desired
Knowledge of SQL is a plus, as this position will require regular use of SQL to research issues and develop solutions
Strong teamwork skills combined with the ability to work independently with minimal supervision
Additional CEBS coursework preferred

Service Delivery Analyst Resume Examples & Samples

In conjunction with our Service Providers, assist in the planning, building and movement into a stable steady state of the Service Asset and Configuration Management processes
Develop and enhance integration between the ITIL process touchpoints, specifically Service Transition and Service Operations
Monitor and maintain data accuracy of all attributes within CMDB
Provide Key Performance Indicators for measurement of process effectiveness, process compliance and process outcomes
Assist in the creation and deliverance of process training
Ability to interpret and manipulate large volumes of data and generate output valuable to different levels within the organization
Excellent communication skills and ability to work across cross functional teams
Minimum of 3 years of experience working within the ITIL Framework
Desire & experience working with large amounts of data
Generates operational reports - experience with Service Now or similar tool
Prefer ITIL v3 Intermediate Certification
Visio skills

Service Delivery Analyst Resume Examples & Samples

An annual bonus
24 days’ holiday
Pension
Store discounts
Added perks including, birthday day and 4pm finish on a Friday
Training and development opportunities plus lots more…

Service Delivery Analyst Resume Examples & Samples

Develop and maintain plans, recommendations, and documentation pertaining to the function of applications management as it relates directly to the system, including but not limited to: information management & security, business process improvements; data collection, update and analysis; production performance; user communication, training, and assistance; system troubleshooting information
Coordinate/perform applications configuration tasks. Such as: adding users, assigning security, updating workflows, configuring forms/templates/reports, maintaining system data, and ensuring system integrity
Collaborate with applications owners, users, business analysts, system engineers, global applications teams, information management & security teams; and vendors regarding application performance, new or emerging requirements, data linkages, and application reporting needs
Proactively triage and manage production issues for response, resolution, and risk mitigation
Provide application lifecycle management. Assist with preparation for, and testing of, scheduled upgrades, interim patches, or new enhancements
Develop and administer application related communications across the organization (i.e. outages, upgrades, FAQs, and usage tips)
In conjunction with business process owners and applications owners, develop and deliver application training
Analyse application issues as reported by end users and the IT Service Desk

Service Delivery Analyst Resume Examples & Samples

Ability to learn and apply new technical skills and concepts quickly
Possess decision making skills as well as the ability to deal with ambiguity
Demonstrates the ability to work on multiple projects simultaneously and prioritize work to meet adapting deadlines
Strong Communication Skills
Computer skills, including Microsoft Office suite
Ability to work overtime and irregular hours when needed
Associate's degree or equivalent experience

Service Delivery Analyst Resume Examples & Samples

Impacting change to all of the above
Documentation & audit
Provide daily Management Information relating to
Incident Management / Service Level Management
Provide weekly Management Information for the following Incident management / Problem Management
A successful proven track record gained within an IT/service/customer contact environment
Solid PC skills with capabilities of report generation through Microsoft Excel
Knowledge and experience of public sector IT environment – particularly working within the ITIL framework
Knowledge and experience of Xerox or third party reprographic and printing equipment
Knowledge of VBA, MS Access and VBA

IT Service Delivery Analyst Resume Examples & Samples

Strong problem solving and research skills
Functional knowledge of Windows computing
Knowledge in Citrix Environment
Service now experienced (preferred)
Has knowledge with Printer devices

Service Delivery Analyst Resume Examples & Samples

Analysing data and information and taking / recommending decisions based upon fact
Working with customers and suppliers to resolve issues, mitigate risks and realise opportunities
Educated to degree level in a relevant discipline or, or an equivalent combination of education, training, and experience

Service Delivery Analyst Resume Examples & Samples

Manage project schedules to ensure timelines and deliverables are met; notify Team Leader or client if timelines are in jeopardy
Meet with clients to define project scope and objectives, prepare work plans, documenting project’s scope and review with client(s)
3-5 years’ experience preferred or equivalent industry experience

Service Delivery Analyst / Itil Resume Examples & Samples

ITILv3 certification desired
Build and leverage strong business and stakeholder relationships
Ability to work with colleagues internally and from 3rd party
Experience of working with SLAs and KPI
Able to work in a multi vendor sourced environment
Significant analytical experience across multiple IT disciplines

Service Delivery Analyst Resume Examples & Samples

Review and approve access requests including CAAR and ARM
Responding to reporting consultation requests
Completing assign roles business process in Workday
Minimum 2 years proven experience in researching, documenting, and escalating issues as needed, compliance / risk oriented
Experience working in multiple information systems simultaneously and solid general database knowledge, with the ability to multi-task & toggle into various systems
Strong analytical skills – experience gathering, organizing, and presenting large amounts of data. Strong attention to detail and data accuracy
Client service orientation
Excellent interpersonal skills and integrity
Ability to establish and maintain collaborative partnerships across the organization
Ability to handle confidential and proprietary information with discretion and balance risk and reward with a strong focus on compliance
Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed results-oriented
Proficiency with MS Excel, MS Word, MS PowerPoint and SharePoint
Experience and proficiency with HR systems is highly desirable
2-3 years of HR experience in a variety of HR disciplines
Bachelors Degree in HR Management or a related field

Associate Infrastructure Service Delivery Analyst Resume Examples & Samples

Bachelor’s Degree OR Technical Certification and/or College Courses and 1-year Information Technology experience OR 4 years Information Technology experience
Knowledge of ITIL v3 framework
Knowledge of ITSM systems
Knowledge of all Infrastructure technologies, including monitoring and event management technologies
Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VASM, - all other Mainframe technologies
Experience with Network, Voice, Call Center and Network (data and voice) technologies
Supplier management
Infrastructure domain knowledge
Knowledge of required technologies (including 3rd party solutions)
Drive conflict management in high-pressure situations
Storage and SAN experience a plus

Application Service Delivery Analyst Resume Examples & Samples

Project / Process Management – Ability to effectively coordinate and collaborate on all aspects of an initiative: initiate, plan/re-plan, lead associated resources, manage risk, stakeholder expectations, implement, control and closure activities
Communication Skills – Excellent active listening skills. Capability to effectively and crisply message to technical teams, business and technical stakeholders and leadership
Relationship Building –Ability to develop strong relationships and build trust with both clients and partners
Task and Project Management – Ability to manage multiple tasks and projects within the portfolio of work
Risk Awareness – Awareness and proactive management of risk
Some Technical Project / Process Management
Desired skill: Experience should include Infrastructure experience, either managing infrastructure projects or working as SA, DBA, or similar
Desired skill: Experience working in a matrixed-organization
Desired: PMP or other project management certification

IT Service Delivery Analyst Resume Examples & Samples

Bachelor’s degree (additional years of related experience may offset degree requirement)
7 plus years of IT operations, service management and end-to-end service delivery experience to include
LEAN or Six Sigma certification

Senior Infrastructure Service Delivery Analyst Resume Examples & Samples

Bachelor's Degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 years Information Technology experience OR 8 years Information Technology experience.Knowledge of ITIL v3 framework
Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld)
Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
Incident management
Knowledge of required technologies (incl 3rd party solutions)
Problem Management / RCA
Adaptability and ability to introduce/manage change
Performance / metrics-driven decision making Preferred Job Qualifications
Bachelor's degree in relevant field (IT, Engineering) or equivalent career experience
Experience with z/OS SMF and RMF recording
Experience with MXG performance reporting tool
Experience with CICS and SMF110 records
Experience with DB2 and SMF100 accounting and SMF101 statistic records
Experience with VSAM performance records including VSAM RLS
Experience with MQ SMF115 statistics a plus
Experience with Omegamon for CICS, DB2, and z/OS
Knowledge of SAS a plusIL - Waukegan, IL - Chicago, TX - Richardson

Senior Service Delivery Analyst Resume Examples & Samples

Manage significant service issues and critical situations (severe and structural SLA breaches) within service operations (E.g. setup SWAT teams, establish crisis committees; manage communication to the business, etc.)
Align with Service Provider(s) on day to day Application Managed Services activities to ensure incidents, service request and change requests are properly addressed and communicated with the business
Participate in overall Trading applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed
Manage regular service/OLA and contract reviews with both internal and external service suppliers and include colleagues throughout IT as appropriate
When required define, agree and document OLAs (operating level agreements) that facilitate collaboration between and beyond IT silos and service suppliers
Promote best practice throughout the IT department globally and support IT colleagues introducing process improvements
Ensure alignment with the Trading Applications Manager on introduction of new services and capabilities to ensure these services and capabilities are included in overall Trading Applications service catalog, including their SLA’s and costs
15% - Service Delivery Strategies
Assist in the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the NA region for Trading applications
Identify and implement opportunities to leverage synergies across regional Trading applications and Trading global portfolio team
Act as a tactical escalation point within Trading Applications Service Operations for Platform/BU IT business partners
Participate in the rationalization and harmonization activities for Trading applications products and services
15% - Relationship and service management
Ensures processes and tools are executed and implemented consistently in alignment with end to end service delivery. Play the primary contact for the Trading applications for implementation of application support processes (incident, change, release, problem, service management)
Knowledge of Infrastructure technologies and business applications, and their relationships

Service Delivery Analyst Resume Examples & Samples

Data integrity (iPos)
Holiday and Absence system administration (Lotus Notes)
Monitor various system queues for errors
Setting up of concessions, international stores and currency rates – across a variety of systems
Preparation and reporting of telco invoices
Support the wider Production Services team as appropriate on handling day to day service queries
Experience of working in a team-orientated, collaborative environment
Customer focused approach, committed, reliable and flexible
Able to demonstrate initiative and a pro-active approach to daily tasks
Numerate with excellent attention to detail
Good business awareness of service levels and a good understanding of the impact of critical system issues on the business

Service Delivery Analyst Resume Examples & Samples

Managing the execution of mid and short term multi-channel service delivery plans, ensuring the effective use of resources and systems to optimise service performance
Effective delivery of the end to end resource plan, to ensure consistently exceptional service for Barclays customers across a 24 hour operating window
Developing a clear picture of the performance and efficiency of services against plan and budget whilst being accountable for defining daily and interval volume forecasts, resource plans and staffing models
Building and maintaining strong relationships with key internal and external stakeholders to maximise potential opportunities
Responsibility for shift and rota design and scheduling practices to balance the needs of the business, the customer and your colleagues
Being the engagement and decision making point between operations and other support areas for the wider team, ensuring a consistent and influential communication flow
Proven resource planning experience across a complex multi-site, multi-channel, high volume contact centre business environment, preferably within financial services
Excellent stakeholder management and communication skills, and confidence influencing and supporting those at a senior level
Experience with planning and analytics within a fast-paced, multi-channel contact centre environment
A specific understanding of accurately emulating the complexities of the business and developing a coherent and robust resource plan that consistently delivers business objectives
In-depth knowledge of scheduling practices and associated regulations, including the United Kingdom and global
Excellent knowledge of all workforce management disciplines, methodologies, tools and innovation
Application: On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready
Online Assessment: We'll then ask you to complete an online assessment exercise which we will send to you via email. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail
Application Review: We will review your application along with your responses to the online assessment exercise. Depending on the type of role you are applying for, we may contact you to arrange a brief telephone interview to discuss your experience in more detail
Interview: If your application is progressed, we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot
Outcome:We will keep you updated throughout the process. If you attend an interview, we'll be in touch within five working days of all interviews being completed to advise you of the outcome

IT Service Delivery Analyst Resume Examples & Samples

Proven track record in IT Service Delivery Management
5+ years work experience providing IT customer support; to include asset lifecycle management
Understand support process (as per ITIL) and escalation procedures, become fully conversant with all support tools that will be used to provide effective support
Experience with monitoring of data centre environment, network, UNIX and/or Intel
Experience administering IT monitoring tools
Strong team leadership skills
Strong business process skills
Bachelor’s degree (or equivalent) in Computer Science or related program

Group Service Delivery Analyst Resume Examples & Samples

0-4 years of work experience in financial services
Fluency in any foreign language is a plus
Fundamental knowledge in accounting and finance is mandatory
Working knowledge of MS Excel skills (required) and knowledge of VBA skills (desirable)

Applications Service Delivery Analyst Resume Examples & Samples

Provide operational support oversight for AMS (Applications Managed Services) application (s)
Drive design and adoption of processes in Managed Service through application of operational excellence techniques
Facilitate meetings/workshops with AMS service leads and app leads to manage AMS portfolio of applications and look for opportunities to improve operational processes
Partner with Global Technology Operations Service Management & Governance teams in support of AMS contract and financials
Aid in CMDB (Configuration Management) governance for managed applications
Continue to increase both technical and functional knowledge of the application(s) to help reduce costs through continuous improvements while providing a high level of support
Manage all Remedy cases which are assigned to the AMS team and ensure all cases are resolved within the SLA
Continue to look for ways to improve SLAs by ensuring solid incident, problem, and change management processes are in place and adhered to
Strong understanding of ITIL and Service Management with a focus on Problem, Change and Demand Management
Solid analytical thinker and problem solving skills with an understanding of Application Support capabilities under managed services framework
Ability to oversee all aspects of the on-going support and maintenance of enterprise applications including security, reporting, interfaces, as well as the core application functionality
Good knowledge of Applications, Infrastructure, and Business Processes architecture
Experience with Service level agreement (SLA) monitoring and communication
Ability to work as part of a global team
Experience facilitating meetings and workshops
Experience working with cross functional teams
Supplier Governance & Management skills

SAP & Applications Service Delivery Analyst Resume Examples & Samples

The primary function of this role is to work closely with the market, our service partners and GDBS team (regardless of location), to ensure quality delivery and support of SAP SBM and related applications for CCA and PEBAC markets
Responsible for coordinating and deliver resolution of incidents, changes (SAC, MAC, other), problems in the functional and process area. Initially main area of focus is support of SAP SBM application in CCA/PEBAC and related applications such as EDI, Electronic Invoice (EDICOM), Concur and other applications interfacing with SAP
Support and guide the business units in addressing SAP SBM related challenges and follow up to the appropriate resolver group
Suggest improvement models to guarantee effectiveness of data process impacting SAP operations and integration with systems interfacing with SAP
Management of SAP SBM services to market for his area of responsibility (incl. services and application support, DR, change requests, etc.) delivered through local or central GDBS Support partners (Diageo GDBS, Infosys, Accenture, others) ensuring achievement of all committed Service Level Agreements
Proactively build and maintain relationships with the business users. Key point of contact for the business around support for SAP SBM Services including understanding of data implications in the SAP process/functionality
Documentation and coordinate delivery of project and change management for local small changes (SAC and/or MAC)
Support coordination of Regression Test and UAT in CCA and PEBAC for global / local implementations as required
Process Improvement and support to ensure full market understanding of the SBM process and related applications under his area of responsibility and help governance team to identify gaps vs global processes
Coordinate capability building in the market team as required. Assess possible solutions to address market’s requirements
Degree level with strong academic record knowledge
Good understanding of business processes (including commercial impact)
Experience with SAP R/3, functional modules, data maintenance, migration and conversion tools and concepts
Awareness of Diageo global processes and policies on the SAP area / ability to easily translate SAP functional concepts into business processes and processes into functional concepts
Able to work with multifunctional teams in supporting or project roles located in multiple time zones
Support SAP functional areas in a business unit or in a back office share service centre
SAP project/process implementations, SAP support roles or Subject Matter Expert of SAP processes / functional in a business unit (including SAP and global processes) In market or shared service line management

Service Delivery Analyst Resume Examples & Samples

Drive competitive advantage in the market
Deliver efficient and compliant services
Provide a brilliant customer experience
Support Business as Usual (BAU) processes for the site to enable day-to-day IT operation
Establish a trusted face of GDBS
Management and coordination of local and central IS service partners (Accenture, Verizon, CSC, TCS, etc.)
Contribute to the GDBS IS agenda, as well as local and global IT projects as required
College/ University graduate level
Strong verbal and written English communication skills
Ability to build and maintain successful relationships across the business, GDBS community and within the delivery function
Good understanding of Diageo business and processes
Broad technical and functional knowledge on applications supporting the business (including legacy application)
Good organizational, customer service and employee relation skills
Strong problem solving planning/ organising, highly detail conscious
Quick learner who exhibits resiliency and tenacity in the face of challenge
Have a huge passion for growing and developing
Technical Qualification Requirement- ITIL v3 Foundation
Lack of relevant functional and technical knowledge & experience
Unable to manage multiple concurrent activities and deadlines
Dislike or discomfort with detail
Low resilience and inability to operate successfully in a fast moving and often pressurised environment
Inability to work closely with key stakeholders to communicate progress, vision and facilitate buy-in

Service Delivery Analyst Resume Examples & Samples

Ensures delivery and continuity of daily IT operations, support, maintenance and administration of technology related services as required
Execute against service delivery plans to ensure continuous alignment of offerings to requirements and increased predictability for the business. Monitor, report, analyze and escalate on day-to-day operational execution
Align service-delivery capacity to business demands, while managing customer expectations and striving to ensure satisfactory outcomes
Works with a wide range of stakeholders including technology peers, business stakeholders, and external vendors with the ability to manage competing priorities between the different groups
On-site support for end user devices such as laptops, tablets, phones, and other periphery devices, as well as supporting/troubleshooting the software for each
Manage L48 IT&S Business Services processes at the local level (ticketing systems, asset management/tracking, data management, local security policies)
Troubleshoot network issues and provide onsite assistance if required by the networking provider
Deploy new tools and/or services to the business with responsibilities around training and project support
Manage local Audio Video requirements
Troubleshooting and management of automation systems on behalf of central IT&S team
Potential to develop/maintain BI reports and GIS maps in order to support data needs within the business unit
Works on moderately complex tasks, projects, activities or support issues that require increased skill in multiple technical, social, and service environments
Contributes to continuous improvement activities which help our team operate more effectively/efficiently
Act as single point of contact for business customers and IT services
Record, manage, resolve and close Incidents as required
Manage, record and deliver upon Service Requests
Evidence of ability to operate under own initiative
Working knowledge of automation systems
Develop data trend analysis capabilities
Ability to work independently between different support vendors/third parties
Deliver customer value and create value cases that help the organization understand what is needed
Actively manages risks including identification, mitigation, corrective activities
Use knowledge and judgment to diagnose issues and problems as they are reported into the Service Desk and resolve these issues as quickly and efficiently as possible
Excellent interpersonal, verbal and written communication
Hands-on experience with support, incident, problem and change management processes
Self-starter with the ability to work within high-performing virtual teams and highly collaborative
Proven troubleshooting skills
Ability to manage risk
Capability to draw conclusions from measured data and discuss with both technical and non-technical individuals to recommend actions
Passionate self-motivator that thrives on results
Work as part of geographically dispersed team, effectively communicating prioritized business needs and project statuses
Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion
Strong troubleshooting skills and prior experience in overseeing hardware/software systems

Service Delivery Analyst Resume Examples & Samples

Business Customer Engagement / Relationship Management
Bachelor’s degree or higher qualification in Information Technology or related field
ITIL v3 Foundations Certified or higher
3 - 5 years of Information Technology experience
Must have a deep understanding of ITIL processes, how they interrelate and how they can be adopted successfully in a complex IT environment
Ability to work/execute on multiple projects
Experience with developing and translating business requirements into IT specifications
Must have excellent interpersonal, leadership, collaboration, facilitation and negotiation skills and be able to manage conflict
Strong business knowledge or acumen and conceptual thinking
Must have excellent oral and written communication skills, and be able to explain complex technical issues in a way that non-technical people can understand as well as be able to explain customer needs and priorities in a way that technical people can understand
Must be intrinsically motivated by a burning intellectual curiosity
Must be dedicated to improving the lives of Students, Parents, Teachers and Principals through the judicious use of Information Technology

Service Delivery Analyst Resume Examples & Samples

College degree/MBA a plus
3-5 years of industry experience
Demonstrated ability to execute project activities/tasks with little direction, and plan time effectively to meet project dates
Ability to adjust quickly to changes in the market, client needs or organizational issues
Solid analytical skills with ability to start at a high level, working down to the detail
Ability to effectively plan and prioritize long and short term goals
Ability to remaining focused amidst ambiguity or reprioritizations
Proven relationship and consensus building skills
Advanced problem solving ability

Service Delivery Analyst Resume Examples & Samples

Assist the Service Delivery Manager/Lead to deliver an integrated set of I&IS IT services to the businesses, typically across an agreed site footprint, operating within the delegation given by the relevant Service Delivery Manager/Lead
Assist in the delivery of I&IS services across an agreed site footprint
Provide a good customer experience through great ‘customer service’ attitude and behavior
Assist with designated IT&S planned activity (Projects & Changes) impacting site operations
Assist in managing the transition of relevant IT&S projects into cost effective operation for the business in the geography, ensuring that projects will not negatively impact site or region customer experience
Ensure that site based IT Services operate in compliance with IT&S standards and all regulatory requirements relating to; Security, HR, Ethics, data protection and including HSSE
Ensure that all I&IS activities at a site footprint perspective comply with BP business policies, Legal entities, Local Tax Legislation etc
Provide input to and linkage with IT&S Service delivery team, ensure that these strategies, standards, processes and plans are adopted and adhered to within the agreed site footprint
Ensure there is Service Delivery cohesion and consistency across the agreed site footprint
Depending on region and SDO setup the SDA covers
Maintain and update the hardware and software inventory
Log, priorities, track and respond to all tickets received via phone, email and walk-in
Ensure tickets are resolved and closed within pre-defined SLAs
Provide first level troubleshooting through accurate and creative problem resolution for users ensuring minimum disruption to user productivity or business impact
Analyse outstanding tickets and escalate unresolved issues to the appropriate support teams. Ensure that specific site issues are understood and action plans are implemented to address
Minimum of 3 years relevant experience
A proven track record in the area of IT operation at a site level
Demonstrable experience of recording, analysing and managing resolutions in line with Service Level Agreements whilst ensuring user requirements and expectations are managed
Professional demeanour
Strong written and verbal communication skills (i.e. highly customer-focused, articulate and methodical)
Proven troubleshooting skills (IT problem analysis / diagnosis and resolution)Depending on region and SDO setup
Microsoft Technical Certification or equivalent
Experience supporting a wide-range of technologies including

Service Delivery Analyst Resume Examples & Samples

To handle the day to day customer support, operational functions and goals using the available resources via the most efficient, effective and great integrity methodology
To ensure that the standard operational procedures and handling processes are followed closely in accordance to the compliance requirements
Ensuring the subscribing members is abiding to the Subscribers Agreement in their daily usage of bureau suite of services by conducting data integrity checks
To perform User Acceptance Test (UAT) to any system deliverables and/or data patches prior to production roll out
Follow directions set for department by delivering company expectations
Provide support to Head, Service Delivery to define scope of projects/services, and plans for human, technical, and financial resources so as to provide an integrated framework in which goals may be achieved
Close supervision involving detailed instructions and regular monitoring on work performance
Contributes to the completion of milestones associated with specific projects
Builds knowledge of the organization, processes and customers
Communication involves obtaining or providing information requiring little explanation or interpretation
Contacts are primarily within immediate work unit
Ensures all tickets are logged in ticketing tool
Ensures adherence to IT service management processes for Decision Edge
Assist in meeting SLA for the Decision Edge
University degree with emphasis in business or finance management or equivalent
Preferably with at least Service Delivery / Help Desk experience
Excellent communication and work management skills
Detail oriented with analytical and problem solving abilities
Candidate should also have project management experience and possess strong customer service skills
Experience in establishing standard processes, documentation, and conducting User Acceptance Test will be an advantage
Process oriented and carries great integrity in his role
Well versed in MS Office application

Service Delivery Analyst Resume Examples & Samples

Reviewing and approving access requests via ARM for a variety of HR systems
Running and triaging routine data quality audits in Workday
Partnering with the WD HR COE Service Delivery Consultants to streamline processes and improve team procedures
Experience and proficiency with HR systems, preferably Workday, is highly desirable

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