Purpose
The primary objective of this role is to support ongoing need for Incident, Service Request, Problem and Change management activities for NA Clients.
Service Delivery Analyst will participate in the successful delivery of Incident, Service Request, Problem and Change management processes across all NA clients. In addition, this role will assist with the timely delivery of Reporting that meets NA Client needs and contractual obligations.
Success looks like…
-
Assist and ensure all incident and service request tickets are appropriately assigned.
- Assist in the appropriate escalation of incidents, service requests and risks to Orion support teams.
-
Assist and ensure all problem tickets are addressed, and RCAs are completed with SLAs
-
Provide exceptional customer service and satisfaction.
-
Participating in the NA service management review and change advisory board meetings.
-
Assist in the successful delivery of Weekly or Monthly Reports to Clients in a timely manner.
- Successfully identify areas of improvements based on the OKRs and KPI metrics.
Business Unit
The NA Managed Services & Technical Operations unit contributes to Orion Health’s purpose by enabling client success by introducing and maintaining industry aligned policies and procedures in line with published standards and improving service delivery and support for North American Managed Services customers and internal Orion Health employees.
Key Relationships
Internal:
Sr. Service Delivery Analyst, Director of Support and Cloud Engineering, VP of Technical Operations, Technical Operations Manager and team, Professional Services Group (PSG), NA, Cybersecurity Officer, Product Owners and Health and Data Anayltics
External:
Customers, Suppliers/partners and Vendors
Essential Functions
Incident & Service Request Management process.
- Act as back up to the Incident Manager.
- Ensure all incident and service request tickets are appropriately assigned and track progress.
- Escalate incidents to ensure response and resolution SLAs are met.
- Participate in the major incident management process.
- Participate in weekly ticket review meetings internally and external (clients/ partners).
Service Level Management and Reporting:
-
Create, review and deliver weekly and monthly to NA Clients in a timely manner.
- Obtain approvals from internal Technical Teams and Clients.
-
Ensure all high priority tickets are handled in adherence with the major incident management process.
-
Participate in technical conference bridge with appropriate teams to allow for joint troubleshooting and resolution.
-
Assist with day-to-day incident management activities for normal incidents (P3-P4).
-
Identify and escalate incidents to ensure all incidents are resolved within SLA timeframes.
-
Participate in weekly service management review meetings.
- Draft, review and deliver of SLA reports for Clients.
- Collaborate with internal Technical Teams to define requirements and build reports in accordance with business needs.
-
Liaise with customers to develop and maintain a mutually effective relationship with respect to day-to-day operations.
-
Assist with maintaining and troubleshooting of workspaces for incident, service request, problem and reporting management within the IT Service Management ticketing tool (NA).
Change Management process.
- Day-to-day Change Management to ensure compliance with maintenance windows guidelines and availability SLAs.
-
Participate in NA Change Advisory Board meetings.
- Act as a backup to the Change Manager.
-
Assist with delivery of emergency change communications.
Behavioral and Technical Capabilities
-
Proficient in drafting requirement documents in MS Word, producing charts/tables in Excel, and PowerPoint
- Support Orion Health Global users for access requests, revokes and troubleshooting
-
Excellent verbal communication and written skills.
-
Ability to work independently, with general direction and guidance.
-
Excellent analytical/ troubleshooting/modelling skills.
-
Excellent customer service skills.
-
Ability to construct presentations for management.
- Excellent attention to detail and accuracy.
- Strong organizational and communication skills.
- Problem solving skills and ability to logically analyze technical processes.
-
Operating Systems, basic administration of Windows and/or Linux
-
Protocols and Services such as HTTP/HTTPS, SMTP, SNMP, FTP/SFTP, VPN, VoIP basics.
-
Exposure to platforms like Nagios, SolarWinds, Zabbix, PRTG, Datadog, Atlassian, PagerDuty, Splunk
-
Network fundamentals, understanding TCP/IP, DNS, DHCP, NAT, VLANs and routing basics.
-
Ability to use remote access tools such as SSH, RDP, VPN clients.
-
Willingness and ability to adapt to the rapid business and organizational changes that accompany a high-growth environment. Some travel may be required.
Relevant Experience
-
Understanding of ITIL framework
-
Knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service.
-
Technical Skills such as network fundamentals, Operating Systems, Monitoring and Alerting tools and basic experience with AWS
Education and Professional Qualifications
-
Technical College specifications or 1-3 years of working experience
-
ITIL Foundations certification an asset
- Up to 3+ years in Service Management is an asset
