Service Delivery Analyst

The Service Delivery Analyst is responsible for a broad range of tasks focused on all aspects of application
service delivery, including the triaging of complex technical issues involving highly integrated application
platforms, the organizing and management of Run+ application functional enhancements and upgrades,
business stakeholder relationship management and other assignments focused on delivery of high quality and
timely technology support in the higher education space. The individual will apply their knowledge of
business process analysis and design and technology to solve client needs. Individual will partner with
business owners to deliver technology solutions. Individual will also partner with other members of the IT
Organization to develop process improvements that result in more streamlined and effective processes. The
Service Delivery Analyst will interact with a wide range of colleagues from Academic Deans to hands-on
technology and business professionals across international borders.

This position will understand the technology and information needs of the business to determine which
internal and vendor technology solutions are the right solutions for business needs. Working independently,
or with a team of colleagues, the Solutions Analyst will design, recommend, plan, develop and support
implementation of specific IT solutions to meet tactical and strategic business and IT goals.

Executes by applying appropriate methodology and tools to manage assignments in the arena of
application service delivery.
Ensures all project deliverables and outcomes are implemented on time, on budget, and within scope
to meet the expectations of the project sponsor and owner.
Employs proper management in the areas of project scope, schedule/time, finance, quality, resource,
communication, risk, and procurement for successful project outcomes.
Develops recommendations, action plans and necessary documentation following the approved
project methodology.
Develops business requirements by interviewing Subject Matter Experts, gains an understanding of
the technology that will be used to provide the solution and documents requirements. Develops
Functional Specifications and Designs as needed.
Works with assigned technical resources to develop and document technical specifications.
Works with IT Service Delivery Manager to ensure Training and Communication plans are developed.
Works with business sponsors to ensure that appropriate approvals are gathered at appropriate

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Below are the minimum requirements of the education, experience, knowledge, and skills required to
competently perform in this position. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

Bachelor s degree in business, technology or related discipline.
3-5 years Project Management experience. Managing and executing multiple projects at once is desired
3- 5 years as a Business and/or Business Systems Analyst
Demonstrated experience with business processes and prior use of a project management system; Azure
DevOps experience a plus
Experience with IT service management and IT service delivery activities is desired.
Experience with managing ServiceNow is a plus.
Prior experience in a software or technology Organization; higher education or academic technology
experience a strong plus
Experience with SharePoint, MS PowerPoint, Excel, and Word required
Experience supporting projects of medium levels of complexity
Experience working in an environment which follows a structured development process