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Delta Utilities · 16 hours ago

Analyst, Service Management (ITSM/ITIL)

New Orleans, LA

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. The Service Management Analyst will enable the operation and continuous improvement of IT Service Management processes aligned with ITIL best practices, working closely with IT teams and stakeholders to ensure efficient IT services that support utility operations.

Customer ServiceEnergyNatural ResourcesOil and Gas

Hiring Manager

Tommie Miers, MBA, SHRM-CP

Responsibilities

Analyze and support ITIL processes including Incident, Request, Change, Problem, and Knowledge Management

Exercises independent judgment to interpret, modify, and recommend ITSM policies and procedures

Participate in process reviews and continuous improvement initiatives, providing recommendations based on analysis and observed trends

Provide on-site support for IT service operations and ticket lifecycle management

Coordinate directly with IT staff, vendors, and business users to resolve complex service issues

Analyze major incident documentation, contribute to root cause analysis, and follow-up actions

Models systems analysis, configuration, and optimization of the ITSM platform, translating business requirements into technical solutions

Assist with forms, reports, workflows, user access, reporting, and data quality to support operational and compliance objectives

Maintain service catalogs, knowledge articles, and ticket quality & accuracy ensuring alignment with ITSM standards

Defines ITSM performance metrics and interprets trends to drive strategic recommendations and management decisions

Track SLAs and service performance metrics and identify potential risks or improvement opportunities

Maintain clear and accurate process documentation and work instructions

Develop accurate documentation and audit readiness for regulated utility operations

Ensure IT service records support compliance, traceability, and operational reliability

Maintains and enforces ITSM policies, standards, and controls across the organization

Determines process compliance requirements and remediation actions

Serves as the authoritative ITSM process owner for assigned domains

Work closely with on-site IT teams and stakeholders to support service delivery, acting as a knowledgeable ITSM resource

Participate in training, shadowing, and ITIL learning opportunities

Adopt ITSM best practices across the organization through guidance and collaboration

Qualification

ITIL processesITSM toolsServiceNowIT operationsDocumentationAnalytical skillsAttention to detailCommunication skillsOrganizational skillsCollaboration

Required

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field or equivalent combination of education and relevant experience

0–2 years of experience in IT operations, service management, or related technical functions, with exposure to ITSM processes, documentation, and enterprise IT environments

Understanding of IT concepts (applications, infrastructure, networking)

Strong attention to detail and organizational skills

Ability to clearly document and evaluate processes and procedures

Strong written and verbal communication skills

Able to operate a personal computer, either desktop or laptop

Able to sit for extended periods of time

Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment

Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects