Service Delivery Analyst (BHJOB1435_16479)

Service Delivery Analyst
Service Delivery Analyst Responsibilities:
Assist multiple service delivery managers in vendor oversight of the IT infrastructure managed services contract.
Assist NWS, EUS, and Telco Service Leads in vendor oversight duties.
Service Delivery Analyst assists in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
Review service level agreement results
Service Delivery Analyst reviews vendor invoices
Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
Service Delivery Analyst Qualifications:
B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)
Advanced ITIL certification or equivalent proven knowledge and experience
Service Delivery Analyst has experience in State/Agency is a plus
Best practices in service management including contract and vendor management in and IT outsourcing or shared service environment Required 4 Years
Service Delivery Analyst has experience utilizing ITIL Required 2 Years
Service Delivery Analyst has experience with IT Infrastructure Oversight Required 4 Years
strong oral and written communication - must be able to interpret technical information and business needs Required 4 Years
Service Delivery Analyst has strong customer service skills across management, customers, vendors Required 4 Years
ITIL certification Highly desired 1 Year

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