Senior IT Service Delivery Analyst(ITSM) - 006

DSM-H Consulting; Peoria (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

DSM-H Consulting is seeking a Senior IT Service Delivery Analyst in Peoria, IL to lead IT service delivery for Product Lifecycle Management. You will coordinate with global IT, engineering and suppliers to manage service delivery, onboarding, governance, and KPI reporting.

The role requires 10+ years in ITSM with ITIL certification, ServiceNow and Power BI expertise, and a strong focus on process improvement and vendor management. On-site 5 days per week in Peoria, IL.

Qualifications

• Bachelor's degree in organizational, service and vendor management.
• 10+ years of experience in IT service management and delivery.
• ITIL certification or equivalent required.

Responsibilities

• Lead problem reviews, root cause analysis, trend analysis and audits with IT support partners.
• Create and analyze KPIs; report KPI data to leadership.
• Oversee onboarding for engineering software applications with EAM teams, vendors and business functions.
• Develop, document and disseminate onboarding processes and governance controls for onboarding.
• Coordinate with engineering partners to meet requirements with velocity and accountability.

Skills

ITIL Knowledge

ITSM

ServiceNow

Power BI

KPI Reporting

SOP Design

Vendor Management

Problem Solving

Customer Service Management

External Provider Management

Education

Bachelor's degree in Organizational Service & Vendor Management

ITIL Certification

Tools

ServiceNow

Power BI

Jira

Job description

- This position is in the Client Technology IT Support organization, with primary responsibilities as the Senior IT Service Delivery Analyst for Product Lifecycle Management.

- The analyst will work with a global team of IT, engineering professionals and suppliers to lead technical support and coordination for IT service management and delivery.

Typical task breakdown:

• Leads problem reviews, root cause analysis, trend analysis and audits working closely with IT support partners.
• Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
• Create, and analyze KPI's, and report KPI data to leadership, for actionable items.
• Lead the IT Software applications Onboarding for engineering applications, working closely with EAM team, Software Vendors and Business functions
• Develop, document and disseminate processes, adhering to Enterprise onboarding practices, security, governance and controls, for onboarding.
• Work closely with business partners from the engineering functions, aligned to the business requirements and act with velocity, and accountability.

Interaction with team

• Team consists of 11 folks and process team more closely and the managed services group.

Work environment

5x days in office

Education & Experience Required

• Bachelor's degree in organizational, Service and vendor management.
• 10+ years exp in this capacity
• ITSM Certification ( ITIL) is a requirement or similar.

Required Technical Skills

(Required)

• Experience creating service now dashboards.
• Experience using ServiceNow and Power BI or other reporting tools
• Standard Operating Procedures: Knowledge of established standard operating procedures (SOP); ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations to increase operational efficiency.
• IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
• IT Service Level Agreements: Knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.
• Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining - and measuring progress toward goals.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
• k: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

Top Candidates will have

• Proficiency in IT Service Management (ITSM) frameworks such as ITIL, experience with service desk platforms (e.g., ServiceNow, Jira)
• Ability to design, implement, and evaluate Standard Operating Procedures (SOPs).
• Monitoring and interpreting Key Performance Indicators (KPIs) and utilizing tools for tracking and reporting service performance.
• Familiarity with incident, problem, and change management processes is critical, along with a good understanding of IT infrastructure and support environments.