As a member of the Information Technology Services Campus Relationship Management team, the IT Service Delivery Analyst is responsible for collaborating with campus departments to build awareness of the breadth of information technology products and services offered to campus, including data center services, network services, application development and hosting, desktop support, web hosting, vendor product services, as well as many other information technology services. The IT Service Delivery Analyst partners with campus departments to analyze business and technical requirements, oversees and coordinates among IT Services providers to deliver services that meet needs of customers while ensuring high-quality implementation and ongoing support to ensure customer relationship satisfaction. Additional responsibilities include contributing to the development of service agreements and associated documentation, solutions architecture, requirements elicitation, project management, service promotion, coordination of complex customer requests, billing, and other projects as required. The IT Service Delivery Analyst will also contribute to development of standardized processes, documentation, reporting and metrics to support continual process and operational improvements and marketing activities including hosting awareness webinars, presentations/workshops, and email/Web communications.
Minimum of five years of experience working within an Information Technology support function/capacity, including experience with server virtualization, storage, desktop support, networking and application development service delivery. Required Demonstrated ability to conduct analysis of information technology and business needs, elicit detailed functional and technical requirements and documentation of requirements to ensure business objectives are met. Required Possess ability and technical skill sufficient to effectively to translate requirements into value-added solutions. Required Familiarity with project management methodologies coupled with ability to develop and document project plans related to service delivery; ability to ensure project objectives are met within scope and proposed timelines. Required Demonstrated experience managing small to medium size information technology projects that across all IT service offerings. Required Ability to clearly communicate value and advantages of IT services and products. Required Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization; ability to use standard English grammar and punctuation; demonstrated experience in presenting topics to groups of various sizes. Required Skill and experience to effectively utilize common office productivity software such as MS Office (Word, Excel, PowerPoint), MS Outlook, and internet browsers. Required Bachelor's degree in Business, Information Systems, Engineering or similar OR combination of relevant professional experience and education. Required Familiarity with cloud hosting services providers and associated technologies (AWS, Azure, and/or Google). Preferred Experience with Customer Relationship Management (CRM) software (Salesforce, MS Dynamics, etc.) Preferred
Apply on company website