Hybrid IT ServiceNow & Process Improvement Analyst

ADUSA Corporate Support; Milford Terrace (NC); Híbrido; USD 93 000 - 139 000; Tempo integral

Resumo da oferta

Ahold Delhaize USA is seeking an IT Service Delivery professional to drive governance, knowledge management, and continuous improvement across the Help Desk and Technology Support ecosystem. You will establish and maintain operational standards, governance frameworks, and ITIL-based practices to enable consistent, high‑quality service delivery.

The role requires leading automation initiatives, reviewing performance with partners, and guiding service improvement from identification to closure.

Qualificações

• 5+ years of experience in technology or IT service delivery.
• Excellent written and verbal communication across the organization.
• Ability to plan, prioritize and drive issues from concept to closure.
• Strong knowledge of ServiceNow reporting and ticket monitoring.

Responsabilidades

• Establish, maintain, and govern Help Desk processes and service standards.
• Conduct performance reviews with internal teams and vendors.
• Lead knowledge management and documentation quality.
• Coordinate root cause investigations and corrective actions.
• Drive continuous improvement using metrics and feedback.

Conhecimentos

ServiceNow reporting

Ticket monitoring

ITIL practices

Communication skills

Project leadership

Formação académica

Bachelor's degree

Ferramentas

ServiceNow

Descrição da oferta de emprego

Ahold Delhaize USA is seeking an IT Service Delivery professional to drive governance, knowledge management, and continuous improvement across the Help Desk and Technology Support ecosystem. You will establish and maintain operational standards, governance frameworks, and ITIL-based practices to enable consistent, high‑quality service delivery.

The role requires leading automation initiatives, reviewing performance with partners, and guiding service improvement from identification to closure.