IT Service Delivery Analyst

Job Overview

Essential Functions

Experience

Benefits

Compensation

EEO Statement

• Job Overview

  The IT Service Delivery Analyst is responsible for ensuring the delivery of high-quality, reliable, and customer-focused IT support services. This role supports, governs, and continuously improves IT service delivery processes, partnering across IT and business stakeholders to drive operational excellence and align services with organizational objectives and ITIL best practices.

• Essential Functions

  • Design and deploy customer feedback mechanisms such as surveys and interviews.

  • Analyze feedback data to identify trends, pain points, and actionable insights.

  • Maintain relationships with internal customers to gather qualitative feedback.

  • Lead cross-functional initiatives to implement improvements based on customer insights.

  • Monitor dashboards and reports to detect early signs of service degradation or delays.

  • Act as a primary escalation point, ensuring ownership, communication, and resolution tracking.

  • Reassign misrouted tickets and investigate service complaints to ensure quality resolution.

  • Identify and support implementation of AI-driven tools to optimize workflows and enhance issue detection.

  • Lead automation initiatives aimed at improving operational efficiency.

  • Review and update knowledge base articles for accuracy and relevance.

  • Promote knowledge base usage and train staff on knowledge systems.

  • Monitor and report on the effectiveness of knowledge management practices.

  • Evaluate ticket and call quality to ensure service excellence.

  • Analyze service metrics and manage service levels and KPIs for the Service Desk.

  • Drive continuous service improvement initiatives.

  • Support and administer IT service management (ITSM) processes including Incident, Request, Change, Problem, Knowledge, and Service Level Management.

  • Analyze service performance trends, operational metrics, and customer feedback to identify improvement opportunities.

  • Partner with service owners, support teams, and vendors to ensure consistent service delivery and issue resolution.

  • Maintain operational documentation including procedures, workflows, runbooks, and knowledge articles.

  • Support IT governance, compliance, and audit activities related to service delivery processes.

  • Leverage ITSM platforms (e.g., ServiceNow) to manage workflows, reporting, and automation.

  • Participate in continuous improvement initiatives to improve service quality, efficiency, and customer experience.

  • Communicate clearly with technical and non-technical stakeholders regarding service performance and issue.

  • Support other duties as assigned, including participation in special projects or strategic initiatives.

  • Participate in on-call rotations to support critical incident response.

  • Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

Experience

• Bachelor’s degree in information technology, Business Administration, or a related field required.

• Minimum 5+ years of progressive experience in IT operations, IT Service Delivery, IT Service Management or related fields.

• Proven track record in incident management, including escalation handling, resolution tracking, and communication with stakeholders.

• Strong background in Service Desk operations, with hands-on experience in ticket triage, SLA monitoring, and service quality assurance.

• Experience leading Voice of the Customer (VoC) initiatives, including survey design, feedback analysis, and cross-functional collaboration.

• Familiarity with automation tools and AI-driven technologies for workflow optimization and issue detection.

• Solid understanding of knowledge management systems, including article creation, maintenance, and training enablement.

• Experience in quality assurance, including ticket and call evaluations, metric analysis, and continuous improvement planning.

• Ability to analyze service trends, identify root causes, and drive resolution strategies.

• Preferred experience in change and release management, including communication planning and surge readiness.

Benefits

• Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more!

• Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract.

Compensation

• The posted pay range is for a 40-hour workweek (1.0 FTE).

• The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions.

• Additionally, our organization values pay equity and considers the internal equity of our team when making any offer.

• Hiring at the maximum of the range is not typical.

• If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status.