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Thank you for showing interest in the job position: Service Delivery Analyst.

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Berean Group is looking for Service Delivery Analyst
Location: Miramar, FL
Duration: 5 months contract
Scope of work:
Working on support inititives and escalations related to system outages . Hired to replace Oscar Baserio who was moved to assist with O365 implementation 

Required skills/competencies:
? Responsible for the Business/IT critical processes of major incidents and system/service outages across multiple support teams. Manages Problem Management processes, including root cause analysis and working with technical teams to identify and remediate chronic and critical issues. 
? Prioritize work assignments and coordinate service requests across technical IT and business support groups. Serves as point of contact for escalation requests. 
? Interfaces with business units, technology peers and support teams to documents support requirements for IT solutions and services. Defines service and operational level agreements for ongoing support and escalation processes. Proactively manages impact of support demands to ensure customer needs are met. 
? Develop reports, analyze data and convey results to management along with recommendations to improve processes or identify problem management root cause analysis opportunities. Develop or re-engineer complex processes and build effective workflow maps. 
? Remains current with industry trends in order to conceive, prototype and recommend functional approaches for IT services that meet business needs. 
? Assesses operational effectiveness by continuously seeking ways to improve operation, increase automation and streamline internal processes. 
? Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Preferred Skills:
- Working knowledge of business process analysis, concepts, practices and procedures across multiple field; i.e. network, server, storage and security. 
- Requires solid communication and written skills within a global environment with individuals at all levels of the organization. Proven ability to collaborate with technical peers and business partners. 
- Demonstrate a certain degree of creativity combined with analysis, critical thinking and problem solving skills with a strong ability to focus on details. 
- Capable of working independently and as part of a team. May assist and guide junior staff as necessary. 
- Ability to work under pressure with changing requirements and tight deadlines 
- Basic level proficiency with project management skills related to the setup and implementation small projects.

Preferred Education:
?Requires a Bachelor?s degree in Information Systems, or equivalent experience 
?5+ years of customer service and technical help desk experience 
?Minimum 3 years of experience in IT service delivery field 
?ITIL foundation certification a plus