IT Service Delivery Analyst

CORUS Consulting; Donostia/San Sebastián; A distancia; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

A leading IT consulting firm is seeking an IT Service Delivery Analyst to join their team remotely from Spain. The role involves supporting incidents, managing incoming requests, and ensuring compliance with ITIL best practices. The ideal candidate has extensive experience in a similar role, strong skills in communication, and familiarity with tools like JIRA and ServiceNow. Opportunities for professional growth and participation in international projects are available.

Servicios

Flexible remuneration

Personalized training plan

Dynamic work environment

International projects

Responsabilidades

• Provide 1st and 1.5 level (ITIL4) Incident Support.
• Monitor and manage incoming requests to meet agreed service levels.
• Act as the primary point of contact for issues.
• Identify and manage recurring issues.
• Develop and maintain service documentation.
• Provide operational support in planned changes.
• Provide reports and incident trend diagnosis.
• Ensure timely resolution of all escalations.
• Provide additional support as needed.

Conocimientos

Experience in a similar role

ITIL Foundation v.4

Advanced Excel proficiency

Previous experience with risk management tools

Experience with JIRA

Experience with ServiceNow

Experience with Confluence

Effective communication skills, fluent in English

Descripción del empleo

Corus is looking for an IT Service Delivery Analyst to join our team and participate in international projects.

Location: Remote from Spain.

Activities in scope:

1. 1st and 1.5 level (ITIL4) Incident Support. Compliance with ITIL best practices and company policies in resolution and triage of all incoming tickets.
2. Monitor and manage incoming requests to meet agreed service levels, KPIs, and customer expectations.
3. Communication - Act as the primary point of contact for issues, ensuring timely resolution and effective communication with Customers and Stakeholders.
4. Problem Management - Identify and manage recurring issues and raise Problem tickets to address them.
5. Knowledge Management - Develop and maintain service documentation, operational procedures, and support guides.
6. Change Management - Provide operational support in any planned changes in the application.
7. Reporting - Provide reports and incident trend diagnosis. Monthly meetings and support reviews.
8. Escalation Management – Ensure timely resolution of all escalations.
9. Operational Support – Provide additional support as requested and agreed with Application Owners and Application Support Lead.

Skills:

• Experience in a similar role
• ITIL Foundation v.4
• Advanced Excel proficiency
• Previous experience with risk management tools
• Experience with JIRA, ServiceNow, Confluence
• Effective communication skills, fluent in English.

What do we offer:

• Flexible remuneration and a personalized training plan.
• People-focused team.
• Dynamic work environment, with real possibilities for professional growth.
• International projects of high technological value.

At CORUS, we are very conscious of the importance of respecting diversity. No one will be excluded from this call for applications on the grounds of race, color, age, sex, marital status, ideology, political opinions, nationality, religion, sexual orientation, and/or any other personal, physical, or social condition. This process is aimed at choosing the best professionals through a selection process based exclusively on merit and skills.