Service Delivery Analyst (Toronto)

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 Metrics

• 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.
• Participate in NA service management review and change advisory board meetings.
• Assist in the successful deli...