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CTG IT Service Delivery Analyst in Charlotte, North Carolina

IT Service Delivery Analyst

Charlotte, North Carolina, United States


Information Technology

1 day agoPost Date

22200249Requisition #

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Come join us and grow your career with CTG! CTG has worked with this international, Fortune 500 end-client for over 15 years! Apply with CTG for this exciting opportunity!

Duration: 12 Months

Location: Remote, Charlotte, NC

Job Title:IT Service Delivery Analyst

Work Hours: 8 am – 5 pm, M-F

Pay Rates: up to $50.00/hour based on experience

Job Description:

  • Ensure root Cause Analysis on Problems is conducted including developing corrective actions and/or workarounds for all Problems

  • Responsible for ensuring assigned problems within a Service Line are accurate

  • Lead Problem Management Review for critical incidents that require multiple support teams to resolve

  • Accept and allocate Problems for resolution when they are correctly assigned to the Service Lines

  • Monitor the Problems and manage workload in their respective queues to ensure that Service

  • Level Agreement and Operational Level Agreement are respected

  • Participate in Incident review following major Incidents

  • Identify potential problems and/or increasing trend of repetitive Incidents through the correlation of incident reports, error logs and other problem identification resources

  • Create knowledge articles with repeatable procedures with a goal of reducing the number of Incidents

Log and track problems during their life cycle

  • Collaborate with Infrastructure Service Lines and Technology Service Management Team to understand processes, identify areas for improvement and align on reporting methods Directly work with Service Desk to ensure proper reporting of incidents based on problem analysis

  • Escalate unresolved problems

  • Collaborate with Workspace Services, Employee Experience, Executive Support, and Service

  • Desk counterparts to understand processes, identify areas for improvement and align on reporting methods

  • Assist in sharing regular performance results, trends and opportunities for improvement with BEIT (IT Business liaison’s) and leadership

  • Handle all major problems formally with access to all relevant data. Include information from the IT change management system and IT configuration/asset and incident details

  • Identify problems that may be known errors by comparing incident data with the database of known and suspected errors (e.g., those communicated by external vendors)

  • Classify problems as known errors

  • Associate the affected configuration items to the established / known error

  • Report the status of identified problems to the service desk so customers and IT management can be kept informed

Education Requirements:

  • Minimum of Associates degree or relevant work experience

  • Bachelor’s in Business Management, Information Technology, or similar relevant field, preferred

Work Experience:

  • Minimum of 5 years operational experience leading problem management execution across a business.

Required Skills:

  • Knowledge of Service Management / ITIL Foundations, IT Operations experience 5 Years

  • Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains

  • Effective leadership, organization, and planning skills with the ability to handle changing priorities

  • Advanced technical troubleshooting capabilities; problem solving skills

  • Knowledge of Service Management / ITIL processes and procedures

  • Effective organization, and planning skills, with ability to handle changing priorities

  • Problem Management skills

  • Excellent communication, interpersonal and influencing skills

  • Self-motivated, able to work in a team environment and motivate others

  • Self-confident, results-oriented, persuasive, and influential

  • High attention to detail and capable of seeing patterns in data

  • Strategic mindset

Desired Skills:

  • ITIL Certification

  • Six Sigma Certification

  • Experience with ServiceNow Performance Analytics

  • Experience with reporting related to Incidents, Tasks, SLAs and CMDBs

  • Project Management skills

  • Analytically minded

For im consideration email

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Information Management

  • Education Level: Associate's Degree/College Diploma (±13 years)

  • Work Remote: Yes

  • Travel: No