Service Delivery Analyst

Service Delivery Analyst

08 Apr 2021
Texas, San antonio, 78202 San antonio USA

Service Delivery Analyst

If interested, please email your updated resume to Julia at

IT Service Delivery Analyst
3 month contract with potential to extend
100% Remote

The IT Service Delivery Analyst is responsible for communicating with the Advantage Center team on escalated activity, including ensuring that emails and calls are processed in a timely manner, monitoring the progress of the escalated activity and ensuring that users are returned to service as soon as possible. They will also be responsible to monitoring escalations that fall outside the normal ticket process and work with related departments to ensure the accelerated closure of these escalations.

Manages communication with support teams to ensure timely resolution
Promptly respond to email request directed at the escalation team
Escalate concerns to appropriate production area when necessary to ensure speedy resolution and minimize productivity disruptions to Advantage Center
Communicate clearly with a variety of internal/external clients
Monitor tickets for updates based on the status of the ticket and escalate to agents for task completion and jump in to help as needed
Monitor escalations for trending patterns
Accurately document all incoming escalations
Meet or exceed production goals and expectations set
Reports as assigned or necessary
Attention to detail
Appropriate Documentation
Positive attitude towards management, co-workers and customers
Report issues with your ability to work to IT or Management for resolution
Required to take work request via calls, emails or at the request of leadership and management.

Desired Qualifications:

Bachelors degree in Computer science, Information Systems, or equivalent technical training.
3+ years leading IT business analysis, requirements, design and testing efforts.
Thorough understanding of most aspects of IT software development and deployment.
Experience with Agile methodologies.
Familiar with various IT and PM tools - JIRA, Confluence, etc

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or

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