IT Service Delivery Analyst in Charlotte ,
Posted 01/13/22

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance.

THE TEAM YOU WILL BE JOINING:

  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally

 

WHAT THEY OFFER YOU:

  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint

 

THE BACKGROUND THAT FITS
Principal Expectations:

  • Ensure root Cause Analysis on Problems is conducted including developing corrective actions and/or workarounds for all Problems
  • Responsible for ensuring assigned problems within a Service Line are accurate
  • Lead Problem Management Review for critical incidents that require multiple support teams to resolve
  • Accept and allocate Problems for resolution when they are correctly assigned to the Service Lines
  • Monitor the Problems and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
  • Participate in Incident review following major Incidents
  • Identify potential problems and/or increasing trend of repetitive Incidents through the correlation of incident reports, error logs and other problem identification resources
  • Create knowledge articles with repeatable procedures with a goal of reducing the number of Incidents
  • Log and track problems during their life cycle
  • Collaborate with Infrastructure Service Lines and Technology Service Management Team to understand processes, identify areas for improvement and align on reporting methods Directly work with Service Desk to ensure proper reporting of incidents based on problem analysis
  • Escalate unresolved problems
  • Collaborate with Workspace Services, Employee Experience, Executive Support, and Service Desk counterparts to understand processes, identify areas for improvement and align on reporting methods
  • Assist in sharing regular performance results, trends and opportunities for improvement with BEIT (Corning IT Business liaison’s) and leadership.
  • Handle all major problems formally with access to all relevant data. Include information from the IT change management system and IT configuration/asset and incident details.
  • Identify problems that may be known errors by comparing incident data with the database of known and suspected errors (e.g., those communicated by external vendors). Classify problems as known errors.
  • Associate the affected configuration items to the established / known error
  • Report the status of identified problems to the service desk so customers and IT management can be kept informed.

Mandatory Skills:

  • Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains
  • Effective leadership, organization, and planning skills with the ability to handle changing priorities
  • Advanced technical troubleshooting capabilities; problem solving skills
  • Knowledge of Service Management / ITIL processes and procedures
  • Effective organization, and planning skills, with ability to handle changing priorities
  • Problem Management skills
  • Excellent communication, interpersonal and influencing skills
  • Self-motivated, able to work in a team environment and motivate others
  • Self-confident, results-oriented, persuasive, and influential
  • High attention to detail and capable of seeing patterns in data
  • Strategic mindset
  • Employee Type: Contract
  • Location: Charlotte ,
  • Category: Information Technology
  • Date Posted: 01/13/22
Apply Today!
Apply Today!

Apply Today!

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