Service Delivery Analyst Resume Sample
Orpha Zboncak
281 Darien Grove,
Dallas,
TX
+1 (555) 174 5102
Work Experience
Senior Service Delivery Analyst
04/2017
-
PRESENT
Dallas, TX
- Supervise and coordinate support & service contractors
- Independently provide real-time decisions on the routing of calls into various call centers, handling of disaster call routing, and working with the operations team to manage Service Levels across the various call centers
- Is capable of troubleshooting the center support platform and maintain operational status and own the resolution of issues that arise in the production environments in a timely manner while participating in on-call rotation for production platform support
- Partner with the appropriate departments to manage system-wide and/or component level upgrades to hardware and software while minimizing production customer impact
- Provide oversight of the status of objectives and assist in removing organizational or technical roadblocks
- Develop and maintain custom reports using Tableau tool; good understanding of the various data sources and structures and data underlying is essential
- Flexibility in terms of the technologies used and approaches taken in order to produce a given deliverable. The role therefore requires a keen interest in learning new technologies and methodologies, and in adapting to different styles of work as needed
- Maintain a good working knowledge of the companies key business development areas, product/system changes and operational knowledge. To contribute beyond your own specialism and take an interest in initiatives which are taking place outside your area, encouraging others to do the same
- Assist in discovering & documenting user requirements for business systems
Service Delivery Analyst
12/2012
-
03/2017
Dallas, TX
- Assist in architecting solutions using developed platform components & core GBS capabilities to meet documented & approved service requirements
- Document detail technical specifications & develop applications to conform to Bemis development standards & operate effectively in a production environment
- Work to ensure the architected solution meets business requirements & is involved in production support issues
- Participate in all phases & own aspects of application testing, training assistance, data conversion & validation including Go Live & Post Go Live activities
- Construct deployment packages (forms, workflow design, scripts, etc.) & adheres to source control policies of the organization
- Work with other Bemis team members to coordinate & facilitate the successful implementations of services
- Assist in project design and execution of services within the platform
- Provide second level help desk support for the Applications (includes on-call rotation)
- Create & maintain artifacts using SDLC process
SAP & Applications Service Delivery Analyst
12/2007
-
09/2012
Boston, MA
- Measure effectiveness of the solution & makes necessary adjustments before full deployment
- Adhere & improve established design & development estimates for submitted application enhancement requests
- Own & maintain small application enhancement & bug corrections lists & assist in establishing inclusion list to planned releases
- Execute application releases as planned by the Process Owner(s) from design to deployment
- Platform operations management by providing trending analysis of change service requests and daily, weekly, monthly review of platform statistics related to stability and capacity
- Ensure client satisfaction by providing successful client support and service delivery experience working to meet SLA’s and client expectations
- Client commercial management by assisting with annual renewal quoting, revenue forecasting, SOW creation, change requests, and RFP responses, and working with finance and project support teams
Education
Neumont University
2001 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Focus on customer service - putting customers’ needs and goals ahead of the easiest technical solution when necessary and identifying improvements needed to deliver
- Strong analytical, prioritizing and project management & planning skills
- Excellent analytical skills and previous experience analysing data in an IT support environment
- Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
- Strong skillset for investigating and organizing data points
- Have strong troubleshooting and problem solving skills
- Strong diagnostic, conceptual, and systematic thinking skills
How to write Service Delivery Analyst Resume
Service Delivery Analyst role is responsible for analytical, interpersonal, business, customer, technical, events, design, planning, organization, documentation.
To write great resume for service delivery analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Analyst Resume
The section contact information is important in your service delivery analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Delivery Analyst Resume
The section work experience is an essential part of your service delivery analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service delivery analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Analyst resume experience can include:
- Excellent stakeholder management and communication skills, and confidence dealing with those at a senior level
- Has detailed knowledge of one skill area or basic knowledge of several skills
- Proven experience performing troubleshooting and root cause analysis using input from multiple monitoring tools, databases and customers
- Proven experience in developing and producing Service Management reporting
- Leadership skills as it relates to leading processes and/or mentoring/coaching others
- Experience managing hosting lifecycle IT platforms or experience with IT hosting vendor management ( i.e. Managed Services)
Education on a Service Delivery Analyst Resume
Make sure to make education a priority on your service delivery analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Delivery Analyst Resume
When listing skills on your service delivery analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service delivery analyst skills:
- Effectively utilize analytical and creative problem solving skills, interpersonal and communication skills through status reviews, updates and presentations
- Excellent organizational, planning, prioritization and decision-making skills
- Proven ability to meet deadlines, prioritize tasks and work effectively with minimal supervision in a team environment
- Manage multiple incoming priorities effectively by understanding customer/business needs and meeting service level requirements
- Good oral and written communication skills in English including documentation writing
- Good analytical skill, planning and interpersonal skill
List of Typical Experience For a Service Delivery Analyst Resume
1
Experience For IT Service Delivery Analyst Resume
- Excellent IT service delivery skills
- Strong communication and collaboration skills, situational awareness and organizational agility
- Have solid oral and written communication skills
- Professional presentation and excellent customer service skills are an absolute requirement
- Experience of multi-tasking and ability to prioritise workloads to meet deadlines
- Skills to review and approve SLA reports
- Skills to coordinate and mediate cross-vendor/supplier delivery issues
- Skills to review and approve root cause analysis for systemic issues within production (inclusive of applications, infrastructure)
2
Experience For Senior Service Delivery Analyst Resume
- Work and communicate effectively in a distributed team environment
- Effectively work independently and with other team members
- Experience in planning, organizing and delivering impactful service improvements in complex technical environments involving multiple stakeholders
- Able to multitask and prioritize, understanding the importance of meeting commitments to the business and other functional areas
- Experience tracking and developing project budgets
3
Experience For Applications Service Delivery Analyst Resume
- Provide an outstanding customer service experience to the employee user base during every interaction
- Experience troubleshooting network connectivity, including LAN, broadband and VPN, wireless and cellular-based internet services
- Experience troubleshooting mixed Windows operating systems in a corporate environment
- Experience using and troubleshooting email and productivity applications, such as Outlook and MS Office
- Experience using and supporting the use of smartphones for business
4
Experience For Senior Infrastructure Service Delivery Analyst Resume
- Demonstrated ability in requirements gathering and technical specification writing
- Experience of producing reports using ServiceNow and/or other ITSM tools
- Experience of working within a Media/Broadcasting environment
- Develop strong working relationships with associates within Client and Partner Services, Broadridge ICS and Partners
- Build and maintain excellent working relationships with local peer groups
- Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies
5
Experience For SAP & Applications Service Delivery Analyst Resume
- Demonstrate maturity from a relationship stand point and leading expertise from an Industry set of practices
- Experience of working within an ITIL environment and/or Technology Service Operations
- Experience in the following areas:TCP/IP, DNS, DHCP, Active Directory
- Experience or knowledge of MQ clustering, Channel Authentication and SSL security
- Experience working in a large and complex enterprise level data center environment
- Experience in understanding cloud services delivery methods (IaaS, PaaS, SaaS)
6
Experience For Associate Infrastructure Service Delivery Analyst Resume
- Data Center Migration experience including IT space transition and transformation
- Layer 1 Hardware and Cabling solution and design experience
- Experience in cross-functional project management and managing teams and stakeholders across geographical regions
- Working experience in Information Technology in large complex global organizations
- Working with product design teams to define user experience and
- Experience using remote assist tools, such as Go To Assist
- Experience with Advance/Expert level knowledge of End User Computing technology
- Experience with Middleware, including Server, OS, Virtualization, and Container technologies
- Demonstrated analytical thinking and adaptive communication
7
Experience For Application Service Delivery Analyst Resume
- Experience within service management platforms (preferably ServiceNow), including workflow and form design
- Experience of working in a multi-vendor environment
- Experience within any resource planning discipline in a call centre environment
- Experience with working with Off – Shore staff
- Demonstrated success in communicating with key stakeholders/suppliers at all levels of the organization
- Demonstrated ability to analyze data and make recommendations made based on the results of that analysis
- Review and validate vendor/supplier invoices
8
Experience For Up to AVP, Service Delivery Analyst Resume
- Conduct production support validations/certifications and accepts turnover from development
- Participate in change management reviews, confirmation of changes implemented and validate associated documentation
- Experience with Splunk required
- Extensive experience in MQ Series system administration
- Experience or knowledge of IIB and DP (IBM Integration Bus/ Datapower)
- Experience or knowledge of WMQ/Broker specific backups/restores
9
Experience For Service Delivery Analyst / Itil Resume
- Knowledge of and experience with Software Defined Network solutions such as Cisco ACI or VMWare NSX
- Reporting tools experience (Micro Strategy)
- Proven ability to define and implement small to medium scale projects with a focus on cost, quality, and schedule
- Business Analyst/Data Analyst experience
- Ystems and applications experience
- Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvement
- Manage multiple priorities in an extremely fast paced and nimble operating company
- Demonstrated ability to use self-initiative and a proactive approach to daily tasks
10
Experience For Payroll Service Delivery Analyst Resume
- Demonstrated ability to interpret information and generate reports for senior IT stakeholders
- Experience in hardware/software support and technical services with supporting Microsoft products Windows 7 Office 365 & Microsoft SCCM
- Experience in Telecommunications is desirable
- Demonstrate accountability for Diageo´s total success ( “One Diageo”)
- Represent Caterpillar on critical incident (P1) and other issue escalation and ensure coordinate priority user issue resolution
- DR/Business Continuity experience
- Demonstrated Agile methodologies (Scrum/Kanban)
- Public cloud provider experience (AWS, Azure, Google)
List of Typical Skills For a Service Delivery Analyst Resume
1
Skills For IT Service Delivery Analyst Resume
- Experience prioritizing effectively in a dynamic manner
- Proven analytical, detail-oriented and problem solving skills
- Good organizational skills and ability to handle multiple tasks and meet deadlines
- High level of productivity, analytical ability, attention to detail, accuracy and excellent organization skills
- Good overall understanding of IT in general and ability to communicate effectively IT concepts and manage expectations with the end user community
- Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired
- Good written and oral communications and be able to effectively communicate issues and propose solutions to management
- Good teamwork and interpersonal skills, with an ability to work with people at all levels and across organization boundaries
- Good communication skills; ability to present and communicate in a clear and concise manner
2
Skills For Senior Service Delivery Analyst Resume
- Strong organizational skills, detailed and task oriented
- Strong colleague facing / colleague service skills
- Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment
- Proficient in documentation skills with the ability to take technical notes during meetings and provide information to customers
- Work effectively with colleagues toward a common goal, while keeping a perspective of their role and responsibilities within the context of the overall project
- Strong knowledge and experience in software and applications management and troubleshooting
- Excellent communication (written and oral) as demonstrated by the ability to translate complex topics into clear and engaging presentations/documentation
3
Skills For Applications Service Delivery Analyst Resume
- Detail-oriented and highly organized, ability to function effectively in an active, engaging environment
- Progress Incidents and Requests efficiently and effectively following our ITIL processes
- Resolve issues or provide workarounds utilizing solid technical knowledge to ensure a high level of 1st time fix and excellent customer satisfaction
- Take ownership to coordinate and effectively communicate solutions around operational client facing issues
- Provide a good customer experience through great ‘customer service’ attitude and behavior
- Positive relationship skills and influence with business partners inside business unit context
- Distinctive problem-solving and analysis skills
4
Skills For Senior Infrastructure Service Delivery Analyst Resume
- Strong business acumen and demonstrate a results oriented attitude
- Query in SQL and basic UNIX skills
- Stay focused on priorities and demonstrate rigour and brilliant execution
- Have a high regard for customer satisfaction, with the ability to build relationships and effectively communicate
- Prior experience in supplier selection process, defining statements of work, working with 3rd party software or services in one or more areas of IT required
- Experience of working in teams of a diverse background with regards to culture, language and work experience
5
Skills For SAP & Applications Service Delivery Analyst Resume
- Logically prioritize competing priorities
- Oral/written communication skillsIL - Waukegan
- Skills in VAX VMS, VAX-based services and software, Wonderware
- Work effectively in a complex and multicultural regional/global environment with multiple stakeholders and influencers
- Advanced interpersonal skills with demonstrable ability to build rapport and to articulate complex technical solutions in business terms
- Team oriented and self-driven; effectively interact in both a collaborative environment and as an individual contributor
- MS Outlook, PowerPoint, Excel skills and MS Project
- Elf-development skills
6
Skills For Associate Infrastructure Service Delivery Analyst Resume
- Exceptional customer service interaction skills
- Process implementation or change management skills
- Excel skills and knowledge of other Microsoft packages
- Extensive experience of WMB v8+/IIB v10 administrative experience (WebSphere Message Broker/IBM Integration Bus)
- Demonstrated experience providing direct customer support/service or coaching others in a similar environment
- IT Service management experience and 8+ years of overall experience in a product/services company
- Learn, contribute to and effectively utilize a shared knowledge management system to diagnose and resolve work requests
- Effectively manages stakeholder relationships
- Solve problems and communicates clearly and effectively
7
Skills For Application Service Delivery Analyst Resume
- Progress Incidents and Requests efficiently and effectively following our ITIL processes. Be proactive and take ownership of user problems
- Exceptional IT improvement planning and execution skills
- Working experience in a related Service Delivery Role. Ideally within an Operational Service Environment
- Manufacturing knowledge and experience
- Understanding of the corrective action process and validate the efficacy and feasibility of corrective action plan
8
Skills For Up to AVP, Service Delivery Analyst Resume
- Awareness or practical working experience of leading complex and demanding Service Transition plans to time, budget and agreed Service Acceptance standards
- Experience or knowledge in Installing, evaluating and applying upgrades as well as support packs as required
- Assess the business impact of Incidents by asking appropriate questions, prioritizing those Incidents and escalating to the relevant IT member when required
- Experience with assistive technologies including: JAWS, Dragon Naturally Speaking, Magic and Zoom Text
- Experience with one or more of the following Incident Management, Problem Management, Ticket Auditing, customer escalations
- Experience or knowledge in WMQ/Broker/Datapower troubleshooting, reviewing logs and identify issues
- Experience or knowledge of Monitoring the system daily and responding immediately to security or usability concerns
- Participate in process requirements, planning and validation through operational testing
- BS/BA in Business Administration, Computer Science, Engineering, Information Systems and equivalent formal training or experience
9
Skills For Service Delivery Analyst / Itil Resume
- Manage conflicting and demanding clients and priorities
- Assist in providing regular updates on the ‘Voice of the Customer’ into Customer Experience feedback channels
- Knowledge and experience in working software development life cycle
- A good understanding of Windows and UNIX commands
- Prior knowledge across DevOps tooling (incl. Atlassian Bitbucket Server (Stash), JIRA/Agile Central, Jenkins and SonarQube)
- Previous experience working in a support function
- Practical working experience in a related Service Delivery Role. Ideally within an Operational Service Environment
- Provide an effective interface between users and service providers, including external commercial suppliers where applicable
- At least one years’ experience working in an IT, Technical or Service Delivery role that is production-based, deadline driven and outcome oriented
10
Skills For Payroll Service Delivery Analyst Resume
- Experience working under tight deadlines in a fast-paced environment
- Good understanding of IT Infrastructure, hosted systems and Active Directory
- Experience in MS Office and using basic software applications
- Experienced in 1st line support with previous exposure to a call logging system
- Support a high performance culture by providing effective support and performance management information to operational leaders
- Experience using JIRA/Confluence/Visio
- Experience working in DevOps/SysOps
List of Typical Responsibilities For a Service Delivery Analyst Resume
1
Responsibilities For IT Service Delivery Analyst Resume
- Prior knowledge of HRSS experience
- General IT/MS Office skills (i.e. Word, Excel, etc.)
- Proven experience with business processes or operations around authorizations, submissions & file transfers
- Proven experience as a team player in a fast paced environment
- Experience forecasting and budgeting engagements accurately, delivering results as forecasted
- Experience driving IT solutions in organizations, teaming with organizational groups and demonstrating the value of IT activities
- Experience managing hosting physical, converged and hyperconverged platforms (i.e. Dell-EMC,..) from a technology and financial areas
- Experience with regulatory environments including Sarbanes-Oxley, Section 404 and governance frameworks including COSO, ITIL, COBIT and ISO17799
2
Responsibilities For Senior Service Delivery Analyst Resume
- Experience working on teams managing complex projects and
- Ensures engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times
- Extensive experience with formal service support processes and procedures based on ITIL, including incident change, problem management and service improvement
- Project budgeting and finance management experience in multi-
- General HR experience (5 years)
- Experience in IT or proficient in customer service
- Coordinate and validate availability metrics for portfolio services
- Makes recommendations to improve efficiency and cost effectiveness
3
Responsibilities For Applications Service Delivery Analyst Resume
- Cooperates with internal and external information security guidelines
- Experience in Service Delivery, Project or Administration Support in a similar role
- Request resend of File Validation Confirmation Reports and Acknowledgement Reports
- Provide soft copies of File Validation Confirmation Reports
- Use effective, accurate, and detailed documentation in written correspondence
- Demonstrates commitment to continuous improvement
- Windows 7, 8.1 and 10/MS Office 2007, 2010, 2013/Active Directory experience
- Server/Infrastructure experience reguired
4
Responsibilities For Senior Infrastructure Service Delivery Analyst Resume
- Good in Microsoft Products
- Demonstrate ability to self-develop
- Has Experience Avaya phones
- [X] years of experience with multiple business and technical environments, as well as business functions and capabilities
- Experience with Service Desk technologies (e.g. self-service/automation technologies) and NLYTE Data Center Infrastructure Management (DCIM) Application Tool
- Major incident management and bridge facilitation experience
- Strong Problem Management foundation
- Diverse technical capabilities across Mainframe, Distributed, Interactive, and Network for infrastructure and application components experience
- Experience in a Service Delivery/Management position within complex IS organizations
5
Responsibilities For SAP & Applications Service Delivery Analyst Resume
- Experience with business processes or operations around submissions & file transfers and authorizations
- Experience with Microsoft products (Office suite, Windows and Email client applications)
- Experience in specific domains of HR administration (Benefits, Pension
- Experience in application support and maintenance
- ServiceNow experience would be an asset
- Work Experience and/or Education Guidelines
- Experience with a Service Management tool, such as HP Service Center, Go To Assist Help Desk or Service Now
- Experience in large enterprise services delivery organizations
6
Responsibilities For Associate Infrastructure Service Delivery Analyst Resume
- Practical IT service level management experience
- Overall IT experience and service delivery
- Experience with Technical Services, Professional Services, or Product Management
- Experience with consumer devices (such as Raspberry P, Drones, or other sensors)
- Good knowledge of Microsoft Office and Google Suite
- Experience with Windows 7-10/Office 2007-2013, and Active Directory
- ITIL Foundation certificate v3 (or equivalent experience)
- Good attention to detail and ability to extract the relevant information from callers
7
Responsibilities For Application Service Delivery Analyst Resume
- Developing, managing, measuring and reporting on key service-level metrics that have been agreed with key business stakeholders
- Analysing data and information and taking / recommending decisions based upon fact (using Excel primarily or relational databases like Access etc)
- Identifying and leveraging IT service industry standards, trends, best practices and frameworks for input into the Element IT service roadmaps
- Being able to provide conclusions from data in a succinct manner (using PowerPoint for example)
- Working understanding of analysis tools (Excel, Tableau,)
- Bring a breadth of industry knowledge to relate strategic goals with our current capacity and identify areas of improvements
- Working with customers and suppliers (both internal and external) to resolve issues, mitigate risks and realise opportunities
- Leading multi-function and supplier teams to successful conclusion on specific performance improvement initiatives
- Driving licence flexibility to support and drive additional challenges that come with the start of a new contract
8
Responsibilities For Up to AVP, Service Delivery Analyst Resume
- Working knowledge of web technologies and web development
- Routing Protocols: OSPF, BGP
- Training or certification in ITSM, ITIL, Service Desk management are advantageous
- Manage, track, and work to resolve outstanding Partner issues, as they relate to Reporting/Production/Performance/Costing & Pricing
- Provide ongoing support to the development team by tracking and resolving business issues throughout the life of a project
- Collaborates with internal teams in scoping and delivering small additions to the existing services
- Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary
- Provide ongoing support on key Projects representing the CAP Division as both an SME and provider of technical direction and strategy
9
Responsibilities For Service Delivery Analyst / Itil Resume
- Assists in creating test plans and accomplishing test execution for operational processes
- Help to maintain a big picture view of the overall ITSM program by working with the Sr. Leads to understand their ongoing and new project/initiatives/programs
- Create, design, and evolve visibility capabilities of cloud environments using tooling (Sumologic, CloudAware, AWS Services, Azure Services)
- Prepare communications and training materials for user instruction on Bulletin, reporting and Change Management process
- Interpret data and analyze results using statistical techniques, and provide ongoing reports
- Participate in the regular review and continuous improvement of Service Transition planning, activity management and reporting
- Identify and drive key improvement opportunities (alerting, monitoring, processes/procedures) and projects through Merchants and Amex technology teams
10
Responsibilities For Payroll Service Delivery Analyst Resume
- Be proactive in setting goals and measuring customer satisfaction metrics
- Adept with Call-Center technologies such as call routing, recording(Avaya, Cisco, BDI)
- Knowledge of Microsoft PowerPoint for generating leadership reporting data
- Transaction Processing and Banking
- Exercises careful judgment in the handling of employee enquiries
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