Service Delivery Analyst
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- Dorval, QC
- Permanent
- Temps-plein
- Interface with local business units/functions daily on site in Montreal. Act as escalation point for support or delivery issues, driving operational performance and stable operations.
- Ensure regional service delivery based on global BIS standards, identify issues and gaps, drive their resolution (KPI: service quality at site level, availability, and monitor real time issues in the ITSM tool).
- Have a solid understanding of the services that BIS supports and that our supplier is contracted to deliver.
- Develop and maintain a positive working relationship with our Suppliers, the Business and BIS Teams.
- Support IT Service Management processes to effectively maintain technology operations and delivery, and ultimate business outcomes.
- Have working knowledge of ServiceNow and reporting capabilities to track incidents, requests and defined KPIs and SLAs as per our supplier contracts
- You have a university degree or college diploma in a relevant field- Technology/Computer Science/Project management or relevant experience.
- You have 2 to 5 years of experience in IT Service Management, IT Technical Support, or customer-facing roles.
- You possess strong communication skills in both English and French, and can effectively provide strong customer facing service.
- You have IT generalist skills and have the ability to manage relationships and deliverables within a global team.
- You have strong interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.
- You have excellent customer service with a focus on problem solving and getting results.
- You have well-developed organizational and time management skills including the ability to manage multiple tasks simultaneously with attention to details, in a fast-paced environment.
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