Service Delivery Analyst I

Job Description:

Objective

The Service Delivery Analyst – Problem, Major Incident and Escalation Management will be responsible for the processes and procedures to ensure efficient IT Service Delivery to the Wheels team. This role will be responsible for creating, implementing and maintaining Problem, Incident and Escalation processes and procedures. They should also have interpersonal, organizational, and project management skills, as well as attention to detail and resourcefulness.

Please note that this description is not all encompassing as other ad hoc tasks are expected of the position.

Essential Functions

• Partner with global IT leaders and partners to establish common operating and service management methods
• Assist in development of Service Portfolio
• Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions
• Oversee and manage critical incident response and day to day ITSM processes
• Review ITSM related services, and SLAs
• Educate and act as an advocate for ITSM practices
• Participate in audits and compliance
• Lead and communicate the IT Service Management roadmap with a goal of striking the optimal balance between business value and flexibility
• Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions
• Oversee and manage critical incident response and day to day ITSM processes
• Oversee and manage ITSM partner services and value realization
• Review ITSM related contracts, services, and SLAs
• Educate and act as an advocate for ITSM practices
• Participate in audits and compliance
• Manage the Problem Management processes including Root Cause analysis, and the associated communication and action items
• Major Incident Management – This role acts as a Major Incident Manager and is expected manage Major Incidents using ITIL standards including communications, escalations, documentation, coordination of the Major Incident Team and providing input into the Problem Management process

Other Duties

• Other duties and responsibilities as assigned

Competencies

• Strong Problem-solving skills

• Strong Interpersonal and Communication Skills

Job Specifications

Leadership Responsibility: This position has no leadership responsibility

Work Environment: This position is a flexible role and can be performed remotely or in the Alpharetta or Des Plaines offices.

Position Type/Standard Schedule: Full Time position with on-call responsibility

Travel: Minimal travel may be required.

Education & Experience

• Bachelor's degree or equivalent work experience required

• 5 years' experience working in an IT role
• Well-versed with IT Service Management Concepts
• ITIL Foundation certification at minimum

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement
 

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.