Security Delivery Analyst

Job Title: Incident & Problem Management Analyst

Job Summary:

We are seeking a skilled and customer-focused Service Analyst to oversee the delivery and performance of IT or business services, ensuring a consistent, high-quality experience for clients and internal stakeholders. The role is responsible for operations and business needs, ensuring service quality, performance, and alignment with business objectives.

Technical Skills

ServiceNow or Other ITSM Tools

• Proficiency in platforms like ServiceNow, BMC Remedy, or Cherwell for managing incidents, changes, and service requests.

Data Analysis & Reporting

• Ability to analyze service performance metrics using tools like Excel, Power BI, or Tableau.
• Experience with SLA, KPI, and trend reporting.

Incident & Problem Management

• Root cause analysis and process improvement experience.

Soft Skills:

Communication

• Clear and professional communication with technical and non-technical stakeholders.

Stakeholder Management

• Ability to manage mailbox and relationships across departments.

Attention to Detail

• Critical when tracking incidents, changes, or reviewing reports.

Collaboration

• Works well with cross-functional teams, including IT, business units, and external vendors.

ITIL Framework Knowledge

• Deep understanding of ITIL v4 or v3 processes (e.g., Incident, Problem, Change, Release, Audits and Service Level Management).