Service Delivery Analyst

Service Delivery Analyst

 

 In today’s environment of constant economic and technological change, the decision of where to work is very important.  If you are in search of a stable, progressive company and are looking for a career that challenges you and allows you to utilize your well-developed technical skills, then The Stanley Works is the perfect fit.  With over 162 years in business, The Stanley Works, an S&P 500 Company, is a worldwide supplier of Tools, Hardware, and Security Solutions for Professional, Industrial, and Consumer use.  Stanley® is one of the world’s most recognized and trusted brand names and has earned a reputation for excellence and quality.  Our record of achievement is the result of dedicated and enthusiastic people who work together in pursuit of challenging goals and objectives

 

We are currently looking for the best talent available for a Service Delivery Analyst with a proven track record.  The purpose of this position is to be a member of a team that works under the direction of the IT Service Delivery Manager to develop and manage the delivery of the Infrastructure Shared Services from both Internal and External service providers.  It is located at our office in New Britain, CT.

 

Major Responsibilities:

OPERATINGCoordinate and monitor day-to-day activities to meet agreed Service Level Agreements (SLA). Contribute to the root cause analysis (RCA) process as necessary. (P1 issue while on-call would be an example.)Integrate, Coordinate and monitor Vendors and Service Providers to meet agreed SLA’s. Including:ProvisioningService OutagesCall-out process and contactsCoordinate Acquisition Integrations. Work as a member of the data center consolidation team, to include the following tasks:Work with outsourcer to monitor capacity for customer demand/usage of network and drive space demands on a quarterly basis.Work with the service delivery project manager, or the telecom project manager to ensure power needs are adequate for main data center’s as well as augmented data centers.Work with the “global” team on issues, needs, and overall data center requests that come through HEAT (the service desk ticketing system).Initiate Business Continuity Testing based upon Project work with the Business Units.Participate in PMO process for Production Implementations.Provide Level II support to Customer Service, which includes:Working with customer HEAT tickets.Working with vendor and customer on issues in the field.Coordinate or participate in compliance audits/requests(SOX, PCI…etc).Promote and build awareness of IT Services. Develop the service offering entries for the IT Services Catalogue.Work with other service delivery analysts to define the rollout, training and communications strategy for each new or modified service. This is to include:Swim Lane diagramsProcess or Procedure diagramsWorking with LAN or WAN engineering as needed to ensure an all-encompassing solution with documentation.Work technically with the Telecom team on VOIP, SIP or traditional PBX systems.Knowledge of Cisco VOIPKnowledge of traditional TDM systemsParticipate in coordination efforts of adds, moves and changes to include cellular provisioning services.Create Enterprise/LOB reporting Metrics(Dashboards, Scorecards, Trend & Exception on (Dly, Wkly, Mthly, Qrtly)  Work with the Service Delivery Manager to establish and manage specific Service Catalog Offerings and Service Level Agreements for each ITIL service and associated SLA’s.Establish operating agreements, processes and service levels required to deploy each IT Service, incorporating technology, standards, support, policy and training.Work technically with WAN and LAN engineering on application or systems implementations. Competencies to include:Knowledge Windows 2000 server or greater, and active directory.Windows XP desktop or greater, Office, Share Point Portal Server.An understanding of the OSI model, with necessary logical thought processes to troubleshoot network, systems, and application issue(s).See Required Skills. Decommission unused or outdated IT Services following change and configuration management.Maintain an IT Service strategy and multi-year evolution plan for the services in area of responsibility.

PROCESS Develop and insure proper incident, problem and change management.Work with enterprise engineering and vendors to ensure quality service and that processes are adhered to and fail-safe controls are in place.Develop and maintain the communication Process Manage process validation when process changes are required to improve customer service practices.Survey internal & external customersIdentify and create Policies & Procedures 

Required Skills:Bachelor's Degree required and technical certifications preferred, experience a plus.Strong customer focus; strong organizational skills, project management, and conceptual design skills, including the ability to lead multidisciplinary teams to envision, design and implement robust IT services.Strong technical background/aptitude to facilitate the understanding of how enterprise technology offerings can be used to meet agency specific business needs.Versed in Windows and server management.Knowledge of Microsoft Windows Desktop, and configuration management.Knowledge of HP SIM a plusKnowledge of Microsoft MOM a plusStrong technical background/aptitude to facilitate VOIP system solutions.Ability to act with customer orientation and be attentive and responsive to customer concerns. Basic understanding of “follow-the-sun” or global support and services.Ability to successfully understand and translate the needs of varied customers into IT service requirements.Demonstrated ability and initiative to independently stay abreast of current and emerging information technology trends related to service offerings, and understanding their potential to address customer needs.Demonstrated insight, tact, political acumen, and diplomacy skills sufficient to foster effective relations and build consensus within DET and with diverse groups in the enterprise.Ability to communicate effectively with all levels of a diverse environment, including senior management, administrative groups and individuals. Excellent written and presentation skills, including the ability to make technology understandable to end-users and enterprise decision makers.Experience leading and working effectively in an environment with rapidly shifting and often contradictory demands and priorities.Research and analytical skills sufficient to analyze problems in a multi-faceted way and develop and participate in implementing innovative solutions.Strong working knowledge of ITIL, certification preferred.

 Education/Experience:

 Bachelors Degree required.

Certifications a plus.

5 plus years of experience a plus.

 

Preferred Skills:

Windows (varying versions), and HP hardware knowledge.

Combination of basic Cisco access as well as VOIP competencies. 

In addition to the prestige of joining a truly world-class organization, as a member of the Stanley team, you’ll enjoy a competitive salary, comprehensive benefits and solid opportunities for growth.

NO AGENCY PAPERWORK – PLEASE

EOE/M/F/D/V