IT Service Delivery Analyst

Overview Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. We're moving with urgency to become a Next Gen Good Neighbor, with technology that strengthens human connections and enhances the customer experience. As an employee, you'll spend less time navigating systems and more time applying judgment, empathy, and expertise in the moments that matter most. Responsibilities Join Our Team as an IT Service Delivery Analyst: Empower Innovation and Drive Excellence Are you forward-thinking with a passion for technology, collaboration, and delivering exceptional results? As an IT Service Delivery Analyst, you will play a pivotal role in shaping the future of our IT infrastructure and ensuring seamless operations that drive business success. We’re seeking proactive, detail-oriented individuals who thrive in dynamic environments and want to make a meaningful impact. The Workplace Services Delivery teams are responsible for the day-to-day interaction and oversight of the Voice infrastructure, products, services, and work being performed by Managed Service Provider. The Service Delivery teams are responsible for relationship development, continuous improvement of services, and prioritization of work. The Service Delivery Teams will validate reports, metrics, and resource unit consumption provided by HCL. The Service Delivery Team will have vendor engagement responsibilities for other 3rd Party vendors and services that provide the technologies and services utilized within Workplace Services. Key responsibilities include: Manage projects and deploymentsConduct regular service reviews, audit MSP performance against SLAs, validate SLA compliance, and manage exception requests for in-scope productsServe as the primary liaison between MSP and State Farm teams for incident and problem management, prioritization, and escalation to achieve desired outcomesAnalyze metrics to assist and educate leadership on vendor service performanceBuild and maintain strong relationships with business contacts and act as intermediary between the business and MSPFoster ongoing interaction with MSP to ensure contractual compliance, document issues, address impediments, and ensure outcomes are metFacilitate resolution of escalated service provider issues, conflicts, and concerns by engaging appropriate partiesCreate and maintain product lifecycle roadmaps and identify innovation opportunities to enhance productsPartner with MSP to ensure timely environment maintenance and set prioritization directionValidate monthly Resource Unit (RU) usage and review operational runbooks for quality and accuracyEngage with product vendors to align changes with strategic roadmapsPerform component administration activities (TAG, SOLMA, time reporting allocations, onboarding, training, etc.)Conduct Business Continuity Planning (BCP) and Technical Recovery Planning (TRP) reviews, updates, and trackingPlan and manage stakeholder and business partner communications, feedback collection, and engagementOversee budget planning (current year plus five years), updates, refreshes, and forecastingCreate, submit, and track Information Technology Authorizations (ITAs)Track and approve vulnerability remediation, risk management activities, EISP exceptions, PCI audit and penetration test findings, and related compliance and audit reportingServe as point of contact and facilitate resolution of escalated service provider issues and concerns about contracted work, and/or assisting in resolving conflicts between “customer" and the service provider, engaging appropriate parties (e.g., leadership, TVMO, Purchasing, MSO) according to prescribed governance processes Qualifications Desired qualifications include: Proven ability to hold vendors accountable, provide constructive feedback, and escalate issues as neededProven ability leading multiple complex projects across multiple departments and vendorsLarge budget experienceInfrastructure & Product Owner experienceRisk management expertiseStrong ability to manage competing priorities and drive resultsExcellent communication and organizational skillsGrowth mindset with a focus on innovation and exceptional customer serviceExperience managing vendor relationshipsExperience with Network infrastructureAbility to operate effectively in ambiguous environments and make informed decisions Experience working with AgencyUnified Communications/VoIP ExperienceNetwork Experience Work Locations: Bloomington, IL-Corporate, Dunwoody, GA-ParkCenter Hub, Richardson, TX-CityLine Hub or Tempe, AZ-Marina Heights Hub locations. Hybrid Work arrangement: A "Hybrid" position means selected candidates will be assigned to a facility and will spend some time working both in office and from their home. Hybrid work arrangement for Enterprise Technology is defined as residing within an 180-mile radius of the Hubs and Corporate. Work arrangements could change over time based on business need. SPONSORSHIP: Applicants for this position are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity. Our Benefits Because work-life balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week! Potential starting salary range: $80,000.00-$123,000.00Starting salary will be based on skills, background, and experienceHigh end of the range limited to applicants with significant relevant experiencePotential yearly incentive pay up to 15% of base salary At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family! Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus. Stay Well! Focus on you and your family’s health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring. Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!Take a Little “You” Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund. Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary. Visit our State Farm Careers page for more information on our benefits, locations, and the hiring process of joining the State Farm team!