Service delivery analyst

Area

Responsibilities

BAU/ 2nd line support (ITSM Tickets & queues)

• Reviewing, triaging and managing support tickets.
• Working with internal teams and our support partners to resolve and clearly communicate updates with business users.
• Review ITSM support queues daily, drive down backlog and aged of tickets.
• Review ticket quality – ensure all mandatory fields are filled in.
• Ensure clear ways of working and efficient approach to help tackle the backlog
• Understand business users needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the business
• Establish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changes
• Set and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up process
• Partner with wider technology teams and be aware of and input into other changes
• Understand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes as a whole.

Ways of working with external partner(s)

• Understand suppliers support contract & SLAs.
• Holding suppliers accountable to the agreed SLAs
• Attend weekly/ monthly service reviews, be the first line of contact for suppliers
• Escalating and communicating (as appropriate) where delivery doesn’t meet expectations/support model or where risks are impacting innocent business.
• (if required) Regular meetings/communication with vendors for outstanding actions on tickets/changes
• Monitor/evaluate supplier performance.

Service performance

• Create daily, weekly, monthly, annual reports
• Create dashboards
• Review ITSM queues daily
• Daily communication with business and users

Service Improvements & Documentation

• Identify opportunities for improvements
• Create self help guides for users
• Create process documents
• Create knowledge articles
• Create process documents
• Create reports to identify ‘top hitters’ – identify how to drive them down from source
• Reviewing and improving the internal process for prioritising tickets

Knowledge & Growth

• Open to learning new skills & systems (such as D365 & EDI)
• Demonstrate ability to apply acquired knowledge
• Continuously consider growth and learning plans