Sr Service Delivery Analyst
About Us
WE is one of the largest communications and integrated marketing agencies in the world. We're independent, we're all about our people - both our clients and our employees - and we believe in the power of communications to move audiences to positive action.
For more than 40 years, we have been helping translate complex innovations into powerful, persuasive stories. Our sector expertise across key verticals - including technology, healthcare, consumer, and brand purpose - translates into insights and strategies that are informed, current and credible.
We work with companies that are embracing the ever-evolving digital world to reinvent themselves, to deliver new value to their customers to reach them in new ways and ultimately improve people's lives.
About The Role
The Senior Service Delivery Analyst will specialize in Incident and Problem Management, and be responsible for ensuring the stability, reliability, and resilience of our service offerings. Using the ITIL v4 framework, you will play a pivotal role in managing Incidents, identifying Problems, and implementing proactive measures to enhance service quality. The successful candidate will collaborate with cross-functional teams to drive continuous improvement in service delivery, ultimately ensuring the satisfaction of our internal customers.
Responsibilities
Incident Management:
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Responsible for the Incident Management and Problem Management practices, including process design, implementation and reporting.
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Lead the response to service Incidents and disruptions, ensuring timely resolution and minimal impact on customers.
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Establish and follow incident management processes to classify, prioritize, and coordinate incident resolution efforts. Work with IT teams to ensure adherence to Incident Management process.
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Collaborate with technical teams to ensure effective incident response and restoration of services in line with the Incident Management Process and SLAs.
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Control ticket lifecycle for North America region. Use Resource Management processes to efficiently route and manage tickets through their lifecycle to achieve high customer satisfaction.
Problem Management:
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Identify recurring issues, conduct root cause analysis, and initiate corrective and preventive actions to eliminate underlying problems.
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Document and maintain a comprehensive Problem Management database, using the IT Service Management System, tracking the lifecycle of problems from identification to resolution.
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Work with technical teams to ensure that lessons learned from problem analysis are applied to prevent future incidents.
Service Improvement:
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Continuously assess service performance and identify opportunities for improvement.
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Develop and implement service enhancement initiatives to increase efficiency, reliability, and customer satisfaction.
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Collaborate with stakeholders to define and track key performance indicators (KPIs) related to Incident and Problem management.
Reporting and Documentation:
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Generate regular reports on Incident and Problem management activities, including incident trends, resolution times, and problem analysis results.
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Maintain accurate and up-to-date documentation of incident and problem management procedures.
Cross-functional Collaboration:
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Collaborate with technical teams, service delivery teams, and other relevant departments to ensure coordinated efforts in Incident and Problem resolution.
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Participate in service review meetings and contribute to the development of service improvement plans.
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Other duties as assigned
Qualifications
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In-depth knowledge of incident and problem management processes and best practices.
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Strong analytical and problem-solving skills.
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Excellent communication and interpersonal skills.
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Ability to work effectively in cross-functional teams.
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ITIL Foundation (required) Other relevant certifications are a plus
#LI-GY1
#LI-Hybrid
Compensation
The base annual salary range for this role, applicable across all U.S. locations, is outlined below. The actual salary may vary based on several factors such as business requirements, job responsibilities, skills, experience, and geographical location.
Salary Range
$92,000 - $120,000 USD
Benefits
As part of our commitment to the success and well-being of our team, regular employees working 20 hours or more per week are eligible for the following benefits:
- Comprehensive benefits program including medical, dental, and vision coverage
- Generous time off including PTO, holidays, annual wellness break, summer Fridays and personal days
- 401k plan including company match and financial wellness support
- 16 weeks of paid parental leave for all employees
- 22-24 weeks paid parental leave when coupled with Short-term disability
- 2 weeks caregiver leave
- Support with home office equipment
- Bi-annual Wellness Credits
- Monthly Technology Credit (to offset internet / phone costs)
- Community Engagement Days
- Learning and Development Programs for our employees
Equal Opportunity: WE provides equal employment opportunity and does not discriminate against an employee or applicant because of age, race, color, religion, gender, national origin, veteran status, disability, sexual orientation, gender identity or expression, marital status, or other legally protected class status.
Diversity and Inclusion: WE values a diverse and inclusive workforce and is committed to creating a workplace where everyone thrives. We promote an atmosphere in which diversity of people and ideas are welcomed and valued. Diversity includes differences in race, religion, gender identity or expression, age, lifestyle, ethnic background and sexual orientation as well as differences in experiences and ideas.
As of April 2024, North America non-remote employees are required to come into the office 3 days a week.
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