Service Delivery Analyst

About the role

We are seeking an IT Operations Analyst to support end-user computing, enterprise applications, manufacturing systems, and business-critical technologies. This role supports manufacturing plants, warehouse operations, remote offices, and corporate functions across a global organization by troubleshooting and resolving hardware, software, network, and application issues. The ideal candidate will have strong technical troubleshooting skills, experience supporting diverse business functions, and a customer-focused approach to service delivery. The position supports a broad technology environment that includes desktop and laptop computers, mobile devices, Microsoft 365, ERP systems, manufacturing applications, printers, scanners, conference room technology, and shop-floor systems. Participation in an on-call support rotation is required.

Responsibilities

• Provide technical support for end-user devices, business applications, manufacturing technologies, and enterprise systems.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Support desktop and laptop computers, mobile devices, printers, scanners, conference room technology, and other peripherals.
• Install, configure, maintain, and troubleshoot hardware, software, and Microsoft 365 technologies.
• Support manufacturing systems, shop-floor technologies, warehouse operations, and ERP applications.
• Assist with IBM i (AS/400) applications and related business processes.
• Participate in incident, problem, and change management activities.
• Create and maintain technical documentation and support procedures.
• Work with business users, vendors, and IT teams to resolve technical issues and support operational continuity.
• Participate in an on-call support rotation and respond to critical incidents as needed.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 5+ years of progressively responsible experience supporting enterprise technology environments.
• Experience supporting geographically dispersed users across multiple locations, time zones, and business functions within a multi-site or global organization.
• Experience supporting manufacturing operations, distribution centers, warehouse facilities, remote offices, sales organizations, customer service teams, finance departments, and other corporate business functions.
• Demonstrated experience troubleshooting and resolving hardware, software, network, and application issues in a business-critical environment.
• Experience supporting desktop and laptop computers in an enterprise environment.
• Experience troubleshooting printers, barcode scanners, handheld devices, mobile devices, conference room technology, and other end-user peripherals.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 technologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience supporting business-critical applications and systems.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience utilizing IT service management platforms such as Freshservice, ServiceNow, Jira Service Management, or similar tools.
• Strong customer service and communication skills with the ability to effectively support both technical and non-technical users.
• Ability to work independently while collaborating effectively with users, vendors, and IT teams.

Preferred Qualifications

• Familiarity with IBM i (AS/400) systems and business applications.
• Experience supporting ERP platforms such as Infor LX, MAPICS, SAP, Oracle, or JD Edwards.
• Experience supporting manufacturing applications, shop-floor technologies, barcode scanning systems, labeling solutions, and warehouse operations.
• Experience with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
• Experience with VMware, Hyper-V, or other virtualization platforms.
• Experience with SQL querying and troubleshooting.
• Experience supporting backup, storage, endpoint management, and cybersecurity technologies.
• ITIL Foundation certification or equivalent experience.