Service delivery analyst

AreaEnsure all your application information is up to date and in order before applying for this opportunity. ResponsibilitiesBAU/ 2nd line support (ITSM Tickets and queues)Reviewing, triaging and managing support tickets.Working with internal teams and our support partners to resolve and clearly communicate updates with business users.Review ITSM support queues daily, drive down backlog and aged of tickets.Review ticket quality – ensure all mandatory fields are filled in.Ensure clear ways of working and efficient approach to help tackle the backlogUnderstand business users needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the businessEstablish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changesSet and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up processPartner with wider technology teams and be aware of and input into other changesUnderstand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes as a whole.Ways of working with external partner(s)Understand suppliers support contract and SLAs.Holding suppliers accountable to the agreed SLAsAttend weekly/ monthly service reviews, be the first line of contact for suppliersEscalating and communicating (as appropriate) where delivery doesn’t meet expectations/support model or where risks are impacting innocent business.(if required) Regular meetings/communication with vendors for outstanding actions on tickets/changesMonitor/evaluate supplier performance.Service performanceCreate daily, weekly, monthly, annual reportsCreate dashboardsReview ITSM queues dailyDaily communication with business and usersService Improvements and DocumentationIdentify opportunities for improvementsCreate self help guides for usersCreate process documentsCreate knowledge articlesCreate process documentsCreate reports to identify ‘top hitters’ – identify how to drive them down from sourceReviewing and improving the internal process for prioritising ticketsKnowledge and GrowthOpen to learning new skills and systems (such as D365 and EDI)Demonstrate ability to apply acquired knowledgeContinuously consider growth and learning ..... full job details .....