Auto req ID: 3391BR
Title: Analyst I.T. Service Delivery
Job Function: Information Services/Technology
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
Summary of Position:
The Analyst, Service Delivery is responsible to the customer for the review and data analysis from components, systems, and sub-systems in order to obtain a true end-to-end assessment of IT services. They are accountable to the Manager, IT Service Delivery for the assessment, trending, and presentation of the measurement of these services independent of where the underpinning technology components, processes or professional capabilities reside.
Responsibilities:
This role is responsible for producing outcomes and results as follows:
- Responsibility for consolidating data from multiple sources.
- Responsibility for producing tends and providing feedback on the trends such as whether the trends are positive of negative, what their impact is likely to be, and if they are predictable for the future.
- Insure that process followed to extract, analyze, assess, tend, and report on IT services is well documented, followed consistently, and carried out correctly.
- Insure that inputs, outputs and interfaces for their activities are correct.
- Responsibility for producing reports on service or system performance based on the negotiated service level agreements (SLAs), operational service agreements (OLAs), and improvement initiatives.
- Ability to measure critical success factors (CSFs), key performance indicators (KPIs), metrics and measures against business and departmental vision, mission, goals, and objectives.
- Effectively monitor, measure, report on and control IT services, components, and processes to insure ongoing service delivery and support meet agreed customer’s requirements.
- Participate in the understanding and translation of customer requirements to insure that new or changed IT services including all components, systems, and sub-systems can be appropriately assessed end-to-end.
- Insure consistent and appropriate communication with customer(s) and IT service delivery provider(s) through coordination with the appropriate business relationship manager(s) and service owner(s).
- Work with other stakeholders, such as management, co-workers, users, and customers to insure effectiveness throughout the lifecycle.
- Participate in service review meetings covering process, availability, performance, quality, and improvement opportunities.
- Participate in process review meetings to insure the validity of the reporting metrics, notification thresholds, and overall solution.
- Insure all IT services entries are accurately maintained in the service catalog.
- Maintain a continual service improvement mindset by identifying opportunities, maintaining a register, prioritizing improvements, and making improvements to the service.
Education Required:
- 4 year degree or equivalent work experience
Experience Required:
The successful Service Management Site Delivery Manager candidate will have the following experience and expertise:
- Minimum 3+ years of IT experience
- ITIL Foundations certified with a strong understanding of the lifecycle, process, functions, and rolls
- Knowledge in service level management
- Experience with Microsoft Office 365 suite including Word, Excel, PowerPoint, OneNote, Outlook, Access and Publisher with a strong emphasis on Excel and PowerPoint
- Good understanding of statistical and analytical principles and processes
- Strong technical foundation with reporting tool(s)
- Proven ability to make sound and logical judgments
- Strong interpersonal skills and proven ability to build relationships
- Strong communication skills (both verbal and written) and strong presentation skills
- Proven ability to prioritize tasks in a high-pressure environment and make sound decisions in high pressure situations
- Good technical understanding and an ability to translate technical requirements and specifications into easily understood reporting requirements
- Highly self-motivated and works well independently with limited direction
- Acute attention to detail
- Strong customer service orientation
- ITIL Service Management experience is a plus
- Understanding of the services (components etc.) is a plus
Title: Analyst I.T. Service Delivery
Job Function: Information Services/Technology
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
Summary of Position:
The Analyst, Service Delivery is responsible to the customer for the review and data analysis from components, systems, and sub-systems in order to obtain a true end-to-end assessment of IT services. They are accountable to the Manager, IT Service Delivery for the assessment, trending, and presentation of the measurement of these services independent of where the underpinning technology components, processes or professional capabilities reside.
Responsibilities:
This role is responsible for producing outcomes and results as follows:
- Responsibility for consolidating data from multiple sources.
- Responsibility for producing tends and providing feedback on the trends such as whether the trends are positive of negative, what their impact is likely to be, and if they are predictable for the future.
- Insure that process followed to extract, analyze, assess, tend, and report on IT services is well documented, followed consistently, and carried out correctly.
- Insure that inputs, outputs and interfaces for their activities are correct.
- Responsibility for producing reports on service or system performance based on the negotiated service level agreements (SLAs), operational service agreements (OLAs), and improvement initiatives.
- Ability to measure critical success factors (CSFs), key performance indicators (KPIs), metrics and measures against business and departmental vision, mission, goals, and objectives.
- Effectively monitor, measure, report on and control IT services, components, and processes to insure ongoing service delivery and support meet agreed customer’s requirements.
- Participate in the understanding and translation of customer requirements to insure that new or changed IT services including all components, systems, and sub-systems can be appropriately assessed end-to-end.
- Insure consistent and appropriate communication with customer(s) and IT service delivery provider(s) through coordination with the appropriate business relationship manager(s) and service owner(s).
- Work with other stakeholders, such as management, co-workers, users, and customers to insure effectiveness throughout the lifecycle.
- Participate in service review meetings covering process, availability, performance, quality, and improvement opportunities.
- Participate in process review meetings to insure the validity of the reporting metrics, notification thresholds, and overall solution.
- Insure all IT services entries are accurately maintained in the service catalog.
- Maintain a continual service improvement mindset by identifying opportunities, maintaining a register, prioritizing improvements, and making improvements to the service.
Education Required:
- 4 year degree or equivalent work experience
Experience Required:
The successful Service Management Site Delivery Manager candidate will have the following experience and expertise:
- Minimum 3+ years of IT experience
- ITIL Foundations certified with a strong understanding of the lifecycle, process, functions, and rolls
- Knowledge in service level management
- Experience with Microsoft Office 365 suite including Word, Excel, PowerPoint, OneNote, Outlook, Access and Publisher with a strong emphasis on Excel and PowerPoint
- Good understanding of statistical and analytical principles and processes
- Strong technical foundation with reporting tool(s)
- Proven ability to make sound and logical judgments
- Strong interpersonal skills and proven ability to build relationships
- Strong communication skills (both verbal and written) and strong presentation skills
- Proven ability to prioritize tasks in a high-pressure environment and make sound decisions in high pressure situations
- Good technical understanding and an ability to translate technical requirements and specifications into easily understood reporting requirements
- Highly self-motivated and works well independently with limited direction
- Acute attention to detail
- Strong customer service orientation
- ITIL Service Management experience is a plus
- Understanding of the services (components etc.) is a plus