Technical Business Systems Analyst 5 / Senior IT Service Delivery Analyst

Location: Mossville, IL
Schedule: 100% Onsite, Monday-Friday (1st Shift)
Duration: 12-Month Contract
Compensation: $40-$46/hr + Benefits

Position Overview

We are seeking a Senior IT Service Delivery Analyst to support engineering applications within a large enterprise IT environment. This role will partner with global IT teams, business stakeholders, suppliers, and managed service providers to ensure effective service management, operational support, and continuous improvement of critical engineering applications.

The ideal candidate will bring strong IT Service Management (ITSM) experience, a deep understanding of service delivery processes, and the ability to drive accountability across multiple teams. This position requires someone who can balance day-to-day operational oversight with KPI reporting, process improvement, customer experience, and vendor coordination.

Responsibilities

• Lead IT service delivery activities supporting engineering applications and business users
• Coordinate with global IT teams, suppliers, and process partners to ensure high-quality service and support
• Monitor service performance against SLAs and drive corrective actions when needed
• Lead incident, request, problem, and service management activities
• Perform root cause analysis, trend analysis, audits, and service reviews
• Create and maintain ServiceNow dashboards, reports, and KPIs for leadership visibility
• Develop, document, and improve standard operating procedures and service delivery processes
• Support onboarding of software applications and technology services into the enterprise environment
• Partner with internal and external stakeholders to improve customer experience and service quality
• Track service metrics and provide actionable reporting to leadership
• Ensure timely responses and resolution of support issues across managed service providers and internal teams
• Drive process governance, accountability, and continuous improvement initiatives

Required Qualifications

• Bachelor's degree or equivalent experience
• 10+ years of experience in IT Service Management, IT Operations, Service Delivery, or a related field
• Experience with ServiceNow administration, reporting, dashboards, and service management processes
• Strong understanding of ITSM frameworks and service delivery best practices
• Experience managing SLAs, KPIs, and operational performance metrics
• Experience with incident, request, and problem management processes
• Strong reporting and analytics skills using ServiceNow, Power BI, or similar tools
• Experience developing and maintaining SOPs and operational documentation
• Ability to work effectively with vendors, suppliers, and managed service providers
• Strong communication, organization, and stakeholder management skills

Preferred Qualifications

• ITIL Certification
• Experience supporting enterprise engineering or product lifecycle management applications
• Experience with Power BI or similar business intelligence tools
• Experience leading service reviews and operational governance meetings
• Experience working within large, matrixed organizations

Top Skills

• IT Service Management (ITSM) / ITIL
• ServiceNow, dashboards, KPI reporting, and analytics
• Service delivery leadership, SLA management, and process governance

What Makes Someone Successful

• Comfortable being "in the weeds" while still communicating effectively with leadership
• Strong attention to detail and follow-through
• Assertive and confident driving results across teams
• Organized and process-oriented
• Able to manage competing priorities in a fast-paced environment
• Focused on customer experience and continuous improvement

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