Job Title: IT Service Delivery Analyst
Location/Work Structure: Hybrid
Who we are:
Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.
Client Overview:
Vernovis is partnering with a leading company to fill an IT Service Delivery Analyst role that focuses on incident management, daily IT operations, and process improvement.
What You’ll Do:
- Lead daily morning calls, setting the agenda and driving IT department discussions.
- Manage major IT incidents, coordinating IT teams, executives, and stakeholders to resolve issues.
- Oversee problem, incident, and change management processes for continuous improvement.
- Develop and maintain disaster recovery (DR) plans, organizing at least one test annually.
- Draft clear, concise communication for company-wide IT incidents and outages.
- Drive ServiceNow development by gathering requirements, implementing changes, and testing updates.
- Conduct root cause analysis to identify and resolve underlying issues.
- Provide out-of-hours support for critical IT systems as needed.
What Experience You’ll Have:
- ITIL Foundation certification or a strong understanding of IT service management processes (change, incident, problem management).
- Experience managing ITIL functions in ServiceNow or similar ITSM tools.
- Minimum of 2 years of ITSM process management experience.
- Strong written and verbal communication skills.
- Excellent problem-solving and troubleshooting abilities.
What Experience is Nice to Have:
- ServiceNow development experience.
- Experience applying ServiceNow service packs or similar updates.
- CMDB (Change Management Database) project experience.
