Job Summary

Staffing - IT Service Delivery Analyst

  • Location:
    Painted Post, New York
  • Job reference:
  • Contract Type:

Painted Post, NY
Monday - Friday from 8 am to 5 pm on-site
1 year contract

• Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback (This will be the primary function of the role)
• Function as initial point of contact on day-to-day operational, process, and performance items. Identify trends and areas of improvement.
• Proactively ensure service continuity and improvement through the review of partner improvement plans, the use of Problem Management, quality tools, and report on your activities.
• Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables and other service improvement tools (will be on call in the event of major incidents)
• Actively participate in daily change management meetings and activities – Apply technical experience and knowledge of systems supported to review and advise on change requests impacting production environments. Review communications plans, test plans, and communicate as necessary.
• Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation
• Use technical knowledge and communication skills to lead major incident service restoration and problem management activities; Drive/document improvements utilizing Problem Management, Quality, SWAT, Technical roundtables or other service improvement tools

• Requires a 2 year degree and prefer 2 years of business experience supporting two or more of the following: Active Directory (in a large environment), Backup experience (with Backup Exec, Avamar, or Networker), Citrix, Linux/Unix, Messaging (Exchange, Lync, Activesync, Faxing), Server knowledge (Windows 2008/12 Virtual machines, and file shares), Server Storage, HP OMI Tool
• Experience with one or more of the following Incident Management, Problem Management, Ticket Auditing, customer escalations

• Vendor management and partnership experience
• Comfortable working across cultures
• Background in data analysis and Managing and measuring work
• ITIL experience, familiar with ITIL terms
• Microsoft Office experience focusing on the data analysis

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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