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IT Service Delivery Analyst in Painted Post, NY at AccruePartners

Date Posted: 5/17/2018

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 

WHO OUR CLIENT IS:

  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY:

  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint

WHERE THIS POSITION IS LOCATED:

  • Painted Post, NY 14870

WHAT YOU WILL DO:

  • Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback (This will be the primary function of the role)
     
  • Function as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement.
     
  • Proactively ensure service continuity and improvement through the review of partner improvement plans, the use of Problem Management, quality tools, and report on your activities.
     
  • Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables and other service improvement tools (will be on call in the event of major incidents)
     
  • Actively participate in daily change management meetings and activities – Apply technical experience and knowledge of systems supported to review and advise on change requests impacting production environments. Review communications plans, test plans, and communicate as necessary.
     
  • Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation
     
  • Use technical knowledge and communication skills to lead major incident service restoration and problem management activities; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables or other service improvement tools
     

HOW YOU ARE QUALIFIED:

  • Requires a 2-year degree and a minimum of 2 years of business experience supporting two or more of the following: Active Directory (in a large environment), Backup experience (with Backup Exec, Avamar, or Networker), Linux/Unix, Server knowledge (Windows 2008/2012/2016 Virtual machines, and file shares), and Server Storage.
  • Vendor management and partnership experience
  • Comfortable working across cultures
  • Background in data analysis and Managing and measuring work
  • ITIL experience, familiar with ITIL terms
  • Microsoft Office experience focusing on the data analysis
  • ServiceNow experience is a plus, or similar Help Desk ticketing software