WE Communications · 18 hours ago

Sr Service Delivery Analyst

United States

Full-time

Remote

Senior Level

$100K/yr - $130K/yr

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Responsibilities

Responsible for the Incident Management and Problem Management practices, including process design, implementation and reporting.

Lead the response to service Incidents and disruptions, ensuring timely resolution and minimal impact on customers.

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.

Collaborate with technical teams to ensure effective incident response and restoration of services in line with the Incident Management Process and SLAs.

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.

Identify recurring issues, conduct root cause analysis, and initiate corrective and preventive actions to eliminate underlying problems.

Document and maintain a comprehensive Problem Management database, using the IT Service Management System, tracking the lifecycle of problems from identification to resolution.

Work with technical teams to ensure that lessons learned from problem analysis are applied to prevent future incidents.

Continuously assess service performance and identify opportunities for improvement.

Develop and implement service enhancement initiatives to increase efficiency, reliability, and customer satisfaction.

Collaborate with stakeholders to define and track key performance indicators (KPIs) related to Incident and Problem management.

Generate regular reports on Incident and Problem management activities, including incident trends, resolution times, and problem analysis results.

Maintain accurate and up-to-date documentation of incident and problem management procedures.

Collaborate with technical teams, service delivery teams, and other relevant departments to ensure coordinated efforts in Incident and Problem resolution.

Participate in service review meetings and contribute to the development of service improvement plans.

Other duties as assigned

Qualification

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Incident ManagementProblem ManagementITIL Foundation