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Service Delivery Analyst - Camden, United States - NFI Industries
Description
**Service Delivery Analyst**
location Camden, NJ, USA category Information Technology Full-Time Job ID: SERVI014806 Posted: Dec 21st 2021 JOB DESCRIPTION The **Service Delivery Analyst** will be part of a team that ensures an offered service is set up and working properly. The candidate will be responsible to ensure that the technical tools, processes, and procedures are in place, support contracts are in place, documentation has been provided to all the groups supporting it, and escalations have been defined. The candidate will work with various internal teams to define services and technologies that enable and enhance the Support organizations products and services while at the same time enhancing customers productivity. The candidate also assists in refining work processes and coordinating NFIs enterprise-wide critical incident review processes.
This role reports to the Manager of Service Delivery.
**Responsibilities:**
Support new business growth by deploying endpoint devices using Android and related industry-leading mobile device management technologies.
Manage projects, identify and fix any reliability issues, track service metrics, and help lead the technicians responsible for getting services delivered to clients.
Focus on building and maintaining good relationships with clients and improving the company's services to keep them satisfied.
Develop and maintain good working relationships with internal support teams and external suppliers to determine and remediate root causes of issues.
Ensure that customer satisfaction levels are maintained and improved.
Develop a clear understanding of our business partners strategy and the overall corporate strategy.
Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
Participate in 24/7 rotation coverage for crisis management and hypercare support for VIP customers issues.
Participate in the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.
Champion Service and Support in projects and develop a strong understanding of projects impacting the service area and ensure that the impact is minimized.
Ensure future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes, examining the content and categorization of reported incidents across the organization and specifically within each service partners domain.
Interact with business operations and leadership, business analysts, IT services, engineering, integration, and/or applications development to restore service and/or identify and correct core problems.
Prepare company-wide incident data summaries and conduct trend analyses to identify trends and potential areas for further action.
Facilitate the troubleshooting, root cause analysis, and resolution for major incidents.
Identify trends relating to systems problems for the company.
The health and wellbeing of our employees is of utmost importance to NFI. As a result, obtaining a full regimen of the COVID-19 vaccine is required to perform this role. If you are hired, we will require you to: 1) prove that you are fully vaccinated against COVID-19; or, 2) demonstrate that you have a valid religious or medical reason not to be vaccinated and can still perform the essential functions of your role with a reasonable accommodation.
**Experience, Education, and Training**
Bachelor's degree or equivalent work experience.
Experience supporting Android and Microsoft operating systems and applications.
Knowledge of operational technologies (e.g., radiofrequency equipment and OSes)
Understanding of incident, problem, request, change, and knowledge management.
Knowledge of ITSM tools (e.g., Ivanti, ServiceNow, BMC, Cherwell, etc.)
Knowledge of root cause analysis methodologies and experience with service-oriented frameworks (e.g., ITIL, MOF, etc.) with certification in ITIL preferred.
Excellent communication and interpersonal skills. Comfortable communicating in person and via phone with peers, management, contractors and vendors.
Excellent client service skills in a demanding, deadline-driven environment.
Experience with G-Suite applications (Gmail, Google Calendar, Docs, Sheets, Slides, etc.).
Experience working with enterprise company software and infrastructure, especially as it relates to the overall business impact that those technologies may have.
Excellent organizational and time management skills with attention to detail, accuracy, prioritization and pacing.
Experience communicating to all levels of company.
Strong analytical and decision-making skills.
Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
Ability to work successfully with limited supervision.
**Optional (Desired) Skills**
Technical certifications - A+, MCSE, MCTS, MCP, MCITP, HDI, and/or ITIL is desired.
Any support experience with enterprise supply chain, transportation and logistics applications (Manhattan, TMW, 3G, IBM Sterling Integrator, Exceed, etc.).
To all agencies: Please, no phone calls or emails to any employee of NFI about this opening. All resumes submitted by search firms/employment agencies to any employee at NFI via-email, the internet or in any form and/or method will be deemed the sole property of NFI, unless such search firms/employment agencies were engaged by NFI for this position and a valid agreement with NFI is in place. In the event a candidate who was submitted outside of the NFI agency engagement process is hired, no fee or payment of any kind will be paid.
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Location Camden, NJ, USA Category Information Technology Location Camden, NJ, USA Category Brokerage Location Camden, NJ, USA Category Brokerage Location Camden, NJ, USA Category Maintenance / Mechanic
