IT Service Delivery Analyst
CHS has an exciting opportunity in our Information Technology group. We are looking for a Service Delivery Analyst to help ensure that value is achieved as anticipated from the managed services model alignment demand with capabilities and tracking the related activities and the delivery of the selected initiatives. You must have excellent communication skills, both verbal and written, problem determination and problem resolution skills as well as negotiations and influencing skills with the ability to build relationships and hold other accountable for process execution.
You will:
- Establish and maintain effective relationships to ensure a two-way flow of information between CHS and the service provider: regarding service delivery, daily operational issues, service delivery processes as well as process improvement, service strategies, priorities and issues.
- Participate in 30, 60, and 90 day planning cycle meetings for minor enhancement demand management as well as operational change management meetings.
- Work with business units to understand demand, variances, unplanned needs and participates in sessions to facilitate the articulation and definition of requirements.
- Serve as the primary liaison with CHS IT stakeholders for end-to-end IT services and Service Providers' staff.
- Handle escalated service issues with the Service Providers.
- Partner with Service Providers to restore service promptly on incidents to meet Service Level Agreements.
- Ensure all support teams, including external Service Providers, identify and resolve the underlying cause of all incidents.
- Participate in root cause analysis and issue resolution meetings.
- Ensures the highest level of service availability and efficiency of the Service Providers as benchmarked against industry standards, and ensure consistency with enterprise goals and constraints.
- Oversee end-to-end processes i.e. ITIL, process management, and problem management of service provider and CHS IT. Manages and set clear expectations around service expectations.
- Develop and implements communication and training programs in support of the end-to-end service delivery and managed services relationships. Ensures processes are clearly documented, communicated and understood.
- Maintain and promotes a strong safety culture and follow all safety policies, procedures and regulations. Identify and communicate workplace hazards and correct or seek assistance in correcting unsafe actions or conditions.
Basic
Qualifications: (required)
- Bachelor's degree (additional years of related experience may offset degree requirement)
- 7 plus years of IT operations, service management and end-to-end service delivery experience to include:
- Business process analysis
Implementing and monitoring ITIL processes - Root cause analysis and problem resolution
- Business process analysis
Preferred
Qualifications: (desired)
- ITIL certification
- LEAN or Six Sigma certification
Estimated Salary: $20 to $28 per hour based on qualifications.
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