IT Service Delivery Analyst

As an IT Service Delivery Analyst at U.S. Pharmacopeial Convention (USP), you will be responsible for managing daily tasks related to end-user customer engagement, software, hardware, service contracts, and asset tracking. Your role will involve serving as a liaison between the IT team, vendors, other USP divisions, and the broader USP user community to ensure that all support requests are addressed efficiently. Key Responsibilities: - Effectively manage the contract lifecycle, including coordination with stakeholders, evaluation of options, and maintaining accurate records. - Facilitate IT asset management tracking and asset retirement as necessary. - Submit and track purchase requisitions in USP procurement systems. - Perform administrative tasks related to processing documents requiring legal review and act as a liaison between parties. - Monitor support ticket queues during shifts and attend Major Incident conference calls for reporting and compliance. - Assist with team projects and provide support in managing active Problem tickets. - Coordinate with the Knowledge Manager to support the evergreening process and ensure quality in the Service Now service portal. - Review existing ITIL processes to identify areas for improvement. Qualifications Required: - Bachelor's degree in computer science or a relevant field. Alternatively, four years of experience in a Service Delivery role and/or IT Asset Management can be considered in lieu of a degree. - Understanding of ITIL or similar service delivery/service management methodology. - Strong communication skills, attention to detail, and experience with ServiceNow. - Ability to work independently with minimal supervision and overlap with US work hours by 4 hours. Additional Details: USP values inclusive scientific collaboration and is committed to fair and merit-based selection processes. The organization provides reasonable accommodations to individuals with disabilities and promotes an inclusive work environment. USP offers benefits to safeguard the well-being of employees and their families, including paid time off, comprehensive healthcare options, and retirement savings. Note: USP does not accept unsolicited resumes from third-party recruitment agencies and is not responsible for any fees associated with recruiters or agencies unless stated otherwise.,