Service delivery analyst

Company

BOSS ERP Consulting

Location

London Area, United Kingdom

Posted At

9/8/2025

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Description

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