Service Delivery Analyst

Formica Group North America; Cincinnati (OH); On-site; USD 85,000 - 115,000; Full time

Job summary

Formica Group North America is seeking a Service Delivery Analyst to support end-user computing, enterprise applications, manufacturing systems, and business-critical technologies across plants, warehouses, remote offices, and corporate offices. The role involves troubleshooting hardware, software, network, and application issues and participating in on-call rotations to ensure operational continuity.

You will work with Windows/365 environments, ERP and manufacturing applications, and various

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS required.
• 5+ years of progressively responsible enterprise technology support experience.
• Experience supporting distributed users across multiple locations/time zones.
• Experience supporting manufacturing ops, warehouse, remote offices and corporate functions.
• Proven ability to troubleshoot hardware, software, network and applications in a business-critical environment.
• Experience supporting Windows OS and Microsoft 365 environments.
• Familiarity with ITSM platforms (Freshservice, ServiceNow, Jira Service Management).
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless).
• Experience with ERP/mfg applications and enterprise systems.
• Preferred familiarity with IBM i (AS/400); ERP platforms like Infor LX, SAP, Oracle, JD Edwards.
• Experience with virtualization (VMware/Hyper-V) and SQL querying.
• Awareness of backup, storage, endpoint management and cybersecurity.

Responsibilities

• Provide technical support for end-user devices, business applications, manufacturing technologies, and enterprise systems.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Support desktop, laptop, mobile devices, printers, scanners, conference room tech, and peripherals.
• Install, configure, maintain, and troubleshoot hardware, software, and Microsoft 365 technologies.
• Support manufacturing systems, shop-floor technologies, ERP apps, and warehouse operations.
• Assist with IBM i (AS/400) applications and related business processes.
• Participate in incident, problem, and change management activities.
• Create and maintain technical documentation and support procedures.
• Collaborate with business users, vendors, and IT teams to ensure operational continuity.
• Participate in on-call rotation to respond to critical incidents.

Skills

End-user support

Troubleshooting

Customer service

Communication

Independent work

Education

Bachelor's degree in IT/CS/IS or equivalent

Tools

Freshservice

ServiceNow

Jira Service Management

TCP/IP

VPN

VMware

Hyper-V

SQL

Entra ID/Intune

Job description

We are seeking a Service Delivery Analyst to support end-user computing, enterprise applications, manufacturing systems, and business-critical technologies.

This role supports manufacturing plants, warehouse operations, remote offices, and corporate functions across a global organization by troubleshooting and resolving hardware, software, network, and application issues. The ideal candidate will have strong technical troubleshooting skills, experience supporting diverse business functions, and a customer-focused approach to service delivery.

The position supports a broad technology environment that includes desktop and laptop computers, mobile devices, Microsoft 365, ERP systems, manufacturing applications, printers, scanners, conference room technology, and shop-floor systems. Participation in an on-call support rotation is required.

What You'll Do

• Provide technical support for end-user devices, business applications, manufacturing technologies, and enterprise systems.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Support desktop and laptop computers, mobile devices, printers, scanners, conference room technology, and other peripherals.
• Install, configure, maintain, and troubleshoot hardware, software, and Microsoft 365 technologies.
• Support manufacturing systems, shop-floor technologies, warehouse operations, and ERP applications.
• Assist with IBM i (AS/400) applications and related business processes.
• Participate in incident, problem, and change management activities.
• Create and maintain technical documentation and support procedures.
• Work with business users, vendors, and IT teams to resolve technical issues and support operational continuity.
• Participate in an on-call support rotation and respond to critical incidents as needed.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 5+ years of progressively responsible experience supporting enterprise technology environments.
• Experience supporting geographically dispersed users across multiple locations, time zones, and business functions within a multi-site or global organization.
• Experience supporting manufacturing operations, distribution centers, warehouse facilities, remote offices, sales organizations, customer service teams, finance departments, and other corporate business functions.
• Demonstrated experience troubleshooting and resolving hardware, software, network, and application issues in a business-critical environment.
• Experience supporting desktop and laptop computers in an enterprise environment.
• Experience troubleshooting printers, barcode scanners, handheld devices, mobile devices, conference room technology, and other end-user peripherals.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 technologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience supporting business-critical applications and systems.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience utilizing IT service management platforms such as Freshservice, ServiceNow, Jira Service Management, or similar tools.
• Strong customer service and communication skills with the ability to effectively support both technical and non-technical users.
• Ability to work independently while collaborating effectively with users, vendors, and IT teams.

Preferred Qualifications

• Familiarity with IBM i (AS/400) systems and business applications.
• Experience supporting ERP platforms such as Infor LX, MAPICS, SAP, Oracle, or JD Edwards.
• Experience supporting manufacturing applications, shop-floor technologies, barcode scanning systems, labeling solutions, and warehouse operations.
• Experience with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
• Experience with VMware, Hyper-V, or other virtualization platforms.
• Experience with SQL querying and troubleshooting.
• Experience supporting backup, storage, endpoint management, and cybersecurity technologies.

ITIL Foundation certification or equivalent experience.