Service Delivery Analyst I - ITSCM / Service Level Reporting

JOB TITLE: Service Delivery Analyst I - ITSCM / Service Level Reporting OBJECTIVE The Service Delivery Analyst I - IT Service Continuity / Service Level Reporting will be responsible for providing hands on 'core' IT Service Continuity, disaster recovery testing, and IT Service Level reporting. This includes process development, procedure documentation, defining and generating applicable reporting, supporting solution development, and working directly with the IT support functions to ensure that IT Operations is meeting the needs of the business. ESSENTIAL FUNCTIONS

• Previous experience in a Corporate IT Service Continuity / Disaster Recovery coordination role
• Previous experience in IT Service Level reporting and analysis
• Hands-on 'core' ITIL process management experience and development including:
  • Availability Management
  • Capacity Management
  • Incident Management
  • Risk Management
• Provide support to Risk Management team to provide IT inputs to the Business Continuity Strategy and Plans including inputs to the Business Impact Analysis
• Work with the various outsourced technical support towers and in-house support functions providing the understanding and insight of IT Operations towers and how ITSCM interrelates with those towers including:
  • Service Desk
  • Deskside Services (Field Services Operations)
  • iSeries / Wintel support
  • Network (Voice and Data)
  • Database Support
  • Middleware
  • Network Security / End Point Security
  • Email and Collaboration Tools
  • System Backup and Restore
  • Application Development / Management
• Work with IT Project Management to scope, define and deliver allocated project work packages/tasks. Familiarity with formal IT Project Frameworks

• Other duties assigned to ensure overall departmental efficiency.

• Participate in status calls with Vendors, Clients and stakeholders.
• Work closely with Service Delivery Manager to ensure successful delivery of IT Services
• Other duties and responsibilities as assigned.

• Demonstrate an understanding of how associated ITIL processes supports the business functions and customers.
• Strong Analytical and critical thinking capabilities
• Attention to detail, deadline oriented
• Ability to balance priorities and be an effective multitasker
• Proactive, Self-Motivated, Team Player
• Confident and Tenacious
• Ability to communicate IT Technical terminology at all levels of the business up to C-Level
• Experience with working with offshore outsourced resources

• Minimum Bachelor's Degree in an IT related field or equivalent, appropriate work experience
• ITIL Certification or demonstrated training is preferred