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The Senior IT Service Delivery Analyst is responsible for leading, governing, and continuously improving the delivery of IT support services to ensure high-quality, reliable, and customer-focused technology services across the organization. This role partners closely with internal IT teams, business stakeholders, and managed service providers to drive service quality, operational performance, and alignment with ITIL best practices and organizational objectives.

As a senior-level contributor, the Sr,  IT Service Delivery Analyst operates with a high degree of autonomy, providing advanced analytical, operational, and process expertise across service delivery functions. This includes ownership of incident escalations, vendor coordination, customer experience outcomes, and service improvement initiatives. The role plays a key part in ensuring service delivery consistency, optimizing operational workflows, and driving measurable service outcomes.

The Analyst collaborates cross-functionally to enhance service performance, support tooling and automation efforts, and improve end-user experience. Acting as a subject matter expert, they guide teams on best practices, contribute to process standardization, and support the adoption of new technologies and capabilities.

The Sr. IT Service Delivery Analyst is also responsible for supporting operational governance activities, including performance monitoring, vendor performance management, and reporting. The role drives continuous improvement through data analysis, service reviews, and feedback mechanisms, while contributing to process documentation, training, and knowledge management efforts.

Through strong stakeholder engagement and influence, this role promotes service excellence, strengthens vendor and partner relationships, and helps advance the maturity and effectiveness of IT service delivery across the organization.

Essential Functions

Voice of the Customer (VoC):

• Architect feedback mechanisms such as surveys, interviews, and sentiment analysis tools to capture customer experience across IT support touchpoints.
• Use analytics platforms to extract trends, identify recurring pain points, and generate actionable insights from feedback data.
• Establish regular engagement loops with internal stakeholders to gather qualitative feedback and validate service improvements.
• Partner with service owners, product teams, and support leads to translate customer insights into measurable service enhancements.

 Vendor and Customer Management:

• Act as the senior point of contact for resolving complex issues involving vendors or internal customers, ensuring accountability and transparency.
• Lead programs that integrate customer feedback into vendor scorecards, SLAs, and continuous improvement plans.\

Incident Management:

• Leverage dashboards and alerting systems to detect anomalies or degradation in service before they escalate.
• Ensure timely ownership and resolution of escalated incidents, with clear communication paths and root cause analysis.
• Audit and correct misrouted tickets, and investigate service complaints to prevent recurrence.
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Automation and Innovation:

• Evaluate and implement AI/ML solutions for predictive issue detection, ticket categorization, and workflow optimization.
• Lead automation projects that reduce manual effort, improve response times, and enhance service desk productivity.

 Knowledge Management:

• Maintain the accuracy, relevance, and accessibility of knowledge base articles through regular reviews and stakeholder input.
• Drive usage of knowledge systems through training, gamification, and performance metrics.
• Track deflection rates, article usage, and feedback to continuously improve knowledge assets.

 Quality Assurance and Service Monitoring:

• Conduct regular reviews of support interactions to ensure compliance with quality standards and customer expectations.
• Manage KPIs such as first contact resolution, mean time to resolve, and customer satisfaction scores.
• Facilitate root cause analysis and service improvement workshops to address systemic issues.

 Training and Documentation:

• Create and validate training materials for onboarding and ongoing education of strategic partners and internal teams.
• Ensure operational processes are clearly documented, version-controlled, and aligned with best practices.

 Change and Release Communications:

• Notify support teams and partners of upcoming changes/releases that may impact service volumes or customer experience.
• Attend CAB meetings to anticipate support needs and prepare mitigation plans for high-impact chang

 Trend Analysis:

• Use analytics to identify clusters of related tickets or emerging issues across systems and teams.
• Propose creation of parent tickets, escalation paths, or knowledge articles based on trend insights.
• Monitor progress of high-priority incidents and ensure timely closure with documented outcomes.

 General Responsibilities:

• Perform other duties as assigned, including participation in special projects or strategic initiatives.
• Participate in on-call rotations to support critical incident response.
• Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

Other Essential Functions:

• Provide senior-level oversight and support for IT service operations in partnership with internal teams and managed service providers
• Serve as a key liaison with managed service partners to support operational alignment, service delivery execution, and performance accountability
• Monitor, analyze, and report on SLA, KPI, and service performance trends; identify risks, gaps, and improvement opportunities
• Proactively identify missing, ineffective, or unclear SLAs/KPIs and partner with vendors and internal stakeholders to define, refine, and remediate
• Lead or support vendor performance reviews, including service quality, backlog management, and trend analysis
• Drive continuous service improvement initiatives across incident, request, change, problem, and knowledge management
• Ensure operational documentation, service commitments, and process artifacts are accurate, current, and consistently applied
• Leverage ITSM platforms (e.g., ServiceNow) to drive reporting, automation, data quality, and workflow optimization
• Communicate complex operational and service performance topics clearly to technical teams, leadership, and business stakeholders
• Mentor and guide analysts and peers on service management and service delivery best practices

 Experience:

• =Bachelor’s degree in information technology, Business Administration, or a related field required; however, equivalent experience in the field may be considered in lieu of a degree.
• 7+ years of progressive experience in ITSM, IT operations, or business analysis roles.
• Proven track record in incident management, including escalation handling, resolution tracking, and stakeholder communication.
• Strong background in Service Desk operations, including ticket triage, SLA monitoring, and service quality assurance.
• Experience leading Voice of the Customer (VoC) initiatives and cross-functional collaboration.
• Familiarity with automation tools and AI-driven technologies for workflow optimization.
• Solid understanding of knowledge management systems and training enablement.
• Experience in quality assurance, including ticket and call evaluations and continuous improvement planning.
• Ability to analyze service trends, identify root causes, and drive resolution strategies.
• Preferred experience in change and release management and healthcare IT environments.
• Experience with ticketing systems, ServiceNow, CRM platforms, support technologies, or implementing automated support processes and AI-driven customer service solutions is preferred.

Certifications

• ITIL 4 Foundation (required or strongly preferred)
• ITIL Practitioner, Managing Professional, or equivalent (preferred)
• ServiceNow advanced role-based training or certification (preferred)
• Certifications in data analytics, automation, or AI (e.g., Power BI, RPA, ML) are highly desirable.

• Certifications in Service Management, Quality Assurance, or Knowledge Management Systems are a plus.

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

$89,980.80- $127,025.60 Annual