Service Delivery Analyst Resume
Summary : As a Service Delivery Analyst, specialized in Incident and Problem Management, and was responsible for ensuring the stability, reliability, and resilience of our service offerings, used the ITIL v4 framework.
Skills : Analytical Skills, Communication Skills.
Description :
- Played a pivotal role in managing Incidents, identifying Problems, and implementing proactive measures to enhance service quality.
- Collaborated with cross-functional teams to drive continuous improvement in service delivery, ultimately ensuring the satisfaction of our internal customers.
- Led the response to service Incidents and disruptions, ensuring timely resolution and minimal impact on customers.
- Established and followed incident management processes to classify, prioritize, and coordinate incident resolution efforts.
- Worked with IT teams to ensure adherence to the Incident Management process.
- Collaborated with technical teams to ensure effective incident response and restoration of services in line with the Incident Management Process and SLAs.
- Controlled ticket lifecycle for the North American region.
Experience
10+ Years
Level
Senior
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Summary : As a Service Delivery Analyst, played a role in transitioning new services into service operation, ensuring the Service Desks requirements were clearly defined and delivered, and worked on the implementation of preventative maintenance and software installs, updates/patches to client-facing technology platforms in adherence to change management processes.
Skills : Problem-Solving Skills and creative thinking.
Description :
- Worked with both in-house and possible third-party service providers and consultants to ensure a positive customer experience and high satisfaction with the BT services delivered.
- Executed the executive support and audio-visual support function to ensure rapid executive issue resolution, event support, and seamless hybrid working experience for meetings.
- Supported the evaluation, installation, integration, testing, and support of approved business software applications, including purchased, internally redeveloped, and vendor-developed applications.
- Evaluated, installed, configured, tested, and addressed complex problems within computer systems, mobile architecture, peripherals, and applications based on business needs.
- Maintained, installed, and supported approved software and mobile devices.
- Ensured all servers, desktops, and network components were operational and functioning within organization service-level goals.
- Assisted in the installation, monitoring, and maintenance of WAN/LAN hardware and data/voice infrastructure to provide the needed system availability to the organization.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Objective : As a Service Delivery Analyst, provided feedback and reporting on escalated trends impacting customer experience, and participated in providing details and testing for critical incidents.
Skills : Project Management, Strong organizational and time management skills.
Description :
- Provided advanced-level support to IT colleagues via phone, e-mail, chat, and self-service.
- Escalated and triaged incidents and requests internally or to level 2+ groups as required.
- Supported the latest mobile devices (iPads and iPhones) and developed applications.
- Installed, modified, and repaired computer hardware and software via remote access means.
- Support for the above tasks is primarily completed by telephone, email, or chat.
- Learned new technology and business applications.
- Expert with enterprise Incident Management solutions, preferably ServiceNow.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Summary : As a Service Delivery Analyst, collaborated with Managers to ensure provided knowledge articles were relevant and contained escalation requirements.
Skills : Technical Skills and familiarity with IT service management tools.
Description :
- Obtained a Department of Homeland Security (DHS) Entry on Duty (EOD).
- Expert running reports in ServiceNow or Remedy.
- Planned and prioritized workload to ensure objectives and tickets are achieved on time.
- Learned new technologies and iincreasedtechnical proficiencies.
- Interfaced with high-level government officials.
- Delivered on service commitments by keeping the environment up and running and is the escalation point for the delivery of BT Services for Compeered end users that work in an office and rremotely.
- Escalated matters, and collaborated with Service Leads as deemed necessary to perform tasks.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Summary : As a Service Delivery Analyst, used Resource Management processes to efficiently route and manage tickets through their lifecycle to achieve high customer satisfaction, identified recurring issues, conducted root cause analysis, and initiated corrective and preventive actions to eliminate underlying problems.
Skills : Customer Service Orientation, Attention to Detail.
Description :
- Documented and maintained a comprehensive Problem Management database, using the IT Service Management System, tracking the lifecycle of problems from identification to resolution.
- Worked with technical teams to ensure that lessons learned from Problem analysis are applied to prevent future incidents.
- Continuously assessed service performance and identified opportunities for improvement.
- Developed and implemented service enhancement initiatives to increase efficiency, reliability, and customer satisfaction.
- Collaborated with stakeholders to define and track key performance indicators (KPIs) related to Incident and Problem management.
- Generated regular reports on Incident and Problem management activities, including incident trends, resolution times, and problem analysis results.
- Maintained accurate and up-to-date documentation of incident and problem management procedures.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Objective : As a Service Delivery Analyst, managed and/or oversaw all queues to ensure SLA compliance and improve customer experience through queue management, reviewed and tagged within 30 minutes of receipt, and transferred to appropriate queue for triage, troubleshooting, and resolution.
Skills : IT Service Management (ITSM), Incident and Problem Management.
Description :
- Ensured incidents contained the required information needed for troubleshooting and resolution.
- Ensured SLA compliance for proactive monitoring and Incident response was met through quality assurance validation and continuous review.
- Assisted in problem identification and trend analysis to prevent the recurrence of incidents elevated to the Problem Management Team.
- Misrouted/re-routed out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible.
- Reviewed ticket backlogs and followed up with technicians and/or section leads on aging tickets.
- Prepared weekly reports on problem tickets and feedback for improvement.
- Assisted in the development of procedures and documentation for managing queues.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Headline : As a Service Delivery Analyst, established operational objectives and work plans for the respective agencies delegated assignments to subordinates.
Skills : Service Level Agreement (SLA) Management, Data Analysis and Reporting.
Description :
- Monitored multiple intake methods for escalations promptly.
- Acted as liaison between customers and level 2+ support teams to collaborate on continuous improvement.
- Reviewed, resolved, and/or tracked progress and resolution of incidents and service requests reported to the IT Support organization (including Retail, Digital, System Access, and other entities within Nutrien).
- Documented all steps taken during the escalation to track the progress until resolved.
- Communicated the customer urgency to all IT team members working on the ticket and set the next steps and expectations for the customers.
- Listened to customer feedback and share expertise in making recommendations to leadership on how to create a more positive customer experience.
- Supported the maintenance of the project schedule of Agency activities, and regularly provided inputs to the project Integrated Master Schedule (IMS).
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Objective : As a Service Delivery Analyst, supported budgeting and resource planning for Agency cutovers, including the level of effort estimates, hardware, software, and cloud costs.
Skills : Process Improvement, Root Cause Analysis.
Description :
- Supported the identification, development, and implementation processes to improve scheduling and coordination efforts in delivering the services associated with the associated tasks for the assigned group or agency.
- Worked directly with government clients in a consultative relationship.
- Used Microsoft Project and understanding of critical path analysis of schedules.
- Established working relations at all organizational levels and demonstrated the ability to diplomatically and effectively deal with government officials and program office stakeholders.
- Expert successfully conducting government SELC gate reviews.
- Balanced and prioritized many diverse tasks at once.
- Managed in a matrixed environment, utilizing a mix of dedicated and shared resources.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Delivery Analyst Resume
Objective : As a Service Delivery Analyst, responsible for organizing with excellent analytic and troubleshooting/problem-solving abilities, responsible for focusing, organizing, and deadline-oriented.
Skills : Customer Support and Communication, Technical Troubleshooting.
Description :
- Gathered and communicated technical details to and from relevant stakeholders.
- Understood, and articulated technical requirements, and processes, and translated that information into technical documentation.
- Worked independently as well as in a virtual team environment to successfully deliver service.
- Expert with or understanding of judicial/court process is preferred, but not required
- Supported assessments of Agency network configurations, security policies, and IT roadmaps.
- Supported the preparation of all contract deliverables for the assigned Federal agencies, including the Agency Cutover Plan and SELC documentation.
- Supported SELC gate reviews, including preparation of all documentation and client coordination.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Senior Service Delivery Analyst Resume
Summary : As a Senior Service Delivery Analyst, provided consultation to internal users about software capabilities and use, followed escalation procedures, when appropriate, to resolve incidents, problems, or known errors promptly.
Skills : ITIL Best Practices, Project Management Tools (JIRA, ServiceNow).
Description :
- Used appropriate diagnostic tools to isolate and resolve incidents, problems, or known errors.
- Assisted development teams in requirements definition, system design, and delivery of projects.
- Verified technical specifications for development projects.
- Acted as project liaison/Services Delivery advocate on projects.
- Assisted client support with the development of internal and client-directed communications related to incidents, problems, or known errors.
- Planned and supported application-specific disaster recovery activities including the development and maintenance of documentation.
- Conducted production support validations/certifications and accepts turnover from development.
Experience
10+ Years
Level
Senior
Education
Bachelor's In Computer Science
