IT Service Delivery Analyst (Hybrid in Dallas, TX)

About the Company

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. We are problem solvers and industry experts who work alongside our clients to help them achieve their mission. We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges.

Originally founded in Indianapolis in 2008, Resultant now employs more than 350 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX.

About the Role

The IT Service Delivery Analyst supports IT service management by providing data-driven insight, operational analysis, and process support across the technology environment. This role is responsible for transforming operational data into actionable intelligence that improves service reliability, reduces recurring issues, and strengthens service management practices. Working closely with the IT Service Delivery Lead, this role enables effective service governance by ensuring that service performance, system relationships, and operational trends are visible, accurate, and actionable. The position plays a key role in supporting service integration by bridging operational data, technical teams, and service management processes, with a focus on continual improvement and stability.

Responsibilities

• Service Reporting & Performance Analytics
  • Develop, maintain, and enhance service performance dashboards and reports aligned to business-facing services.
  • Aggregate and normalize data from an ITSM to provide meaningful service insights.
  • Identify trends in:
    • incident volume and patterns
    • change success/failure rates
    • service degradation indicators
  • Translate operational data into clear, actionable insights for technical teams and leadership to improve both SLAs and XLAs.
• Trend Analysis & Operational Intelligence
  • Analyze incident, change, and problem data to identify:
    • recurring issues
    • work inefficiencies
    • high-risk services or components
  • Correlate events across systems to highlight hidden relationships and dependencies.
  • Proactively surface risks before they result in service disruption.
  • Support the development of predictive indicators for service health and customer experience, where possible.
• Problem Management Support
  • Identify candidates for problem management based on:
    • repeat incidents
    • high-impact outages
    • trends across multiple systems
  • Support root cause analysis efforts by:
    • gathering and structuring relevant data
    • identifying patterns and contributing factors
  • Track problem records and associated improvements to ensure visibility into resolution progress.
• Service Transition & Operational Readiness Support
  • Assist in validating that new or changed services meet operational readiness requirements, including:
    • documentation completeness
    • monitoring and alerting visibility
    • support process definition
  • Ensure required service artifacts are created and accessible prior to production release.
  • Support coordination between delivery teams and operations during service transition.
• CMDB & Service Mapping Support
  • Maintain and improve data quality within the configuration management database.
  • Support the development of service maps and configuration relationships for critical services.
  • Identify gaps or inconsistencies in configuration and dependency data.
  • Ensure alignment between:
    • CMDB records
    • actual system usage
    • change activity
• Runbooks & Operational Documentation
  • Develop and maintain service runbooks, knowledge articles, and operational procedures to improve service performance.
  • Standardize documentation formats to improve usability and consistency.
  • Ensure documentation reflects current operational practices and system configurations.
  • Partner with technical teams to capture tacit knowledge into structured documentation.
• Process Support & Continuous Improvement
  • Assist in refining and documenting service management processes, including:
    • change enablement
    • incident management
    • problem management
  • Identify inefficiencies or gaps in current processes and recommend improvements.
  • Support implementation of lightweight governance practices that improve consistency without adding unnecessary overhead.
• Cross-Team Coordination & Data Quality
  • Collaborate with infrastructure, application, and service desk teams to ensure:
    • data accuracy
    • consistent classification of incidents and changes
    • alignment across tools and processes
  • Promote consistent use of service management tools and data standards.
  • Support audits or reviews of service data and operational practices.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, or related field (or equivalent experience).
• 3–5 years of experience in:
  • IT operations
  • service management
  • or operational/data analysis roles
• Experience working with ITSM tools such as ConnectWise or similar platforms.
• Strong analytical and problem-solving skills with the ability to interpret complex operational data.
• Experience creating reports, dashboards, or structured documentation using data visualization tools (Power BI, Excel advanced functions, etc.).
• Ability to work across multiple teams and translate technical data into meaningful insights.
• Must live in or around the Fort Wayne, IN area and able to work onsite as needed.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Preferred Qualifications

• Experience working within ITIL-aligned service management environments.
• ITIL certification (Foundation or higher).
• Familiarity with CMDB platforms such as IT Glue.
• Experience supporting problem management or root cause analysis activities.
• Exposure to service dependency mapping or enterprise system relationships.

Benefits

• Unlimited vacation.
• Significant 401k contributions.
• Opportunities for professional development.

Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.

Company Culture

Resultant team members ("Rezzers") are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes. Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful. Leaders at Resultant are servant leaders, helping their team to be successful in all possible ways.

Here’s what our team members say about us:

• “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.”
• “I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.”
• “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.”