IT Service Delivery Analyst

Information Technology

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IT Service Delivery Analyst

  • R8657
  • Remote, Arizona, United States
  • Bay Area, California, United States
  • Topeka, Kansas, United States
  • Remote, Michigan, United States
  • Remote, New York, United States
  • Remote, Oregon, United States
  • Remote, Washington, United States
  • Information Technology
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

IT Service Delivery Analyst

Full Time / US-Remote

Role

You will be a key member of the IT Support team that delivers Happiness to our internal users. The IT Service Delivery Analyst is responsible for working with IT teams to provide timely analysis and recommendations to resolve internal issues. This person will drive the development and implementation of robust self-service automation & process to ensure that high quality service is delivered to our internal users.

Qualifications

  • Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience

  • Minimum of 7 years of experience in providing technical support and delivering services to users in a fast pace and dynamic environment.

  • Minimum 5 or more years of direct hands-on experience in chatbot, robotic process automation (RPA) and self-service best practices

  • Passionate about technology enablement to drive solutions and deliver top notch user experience

  • Solid understanding of ITIL, ITSM and information security risk management framework

  • Working knowledge of Knowledge-Centered Service (KCS) methodology, UX design and search engine optimization (SEO) process

  • Familiarity with design and implementation of customer contact solutions to meet business goals and align with organizational priorities.

  • Strong analytical and quantitative skills with ability to use hard data and metrics to explain issues, drive recommendations and prioritization.

  • Excellent hands-on IT technical knowledge in Windows, Mac, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.

Responsibility

  • Responsible for working with IT leadership team to drive overall service delivery excellence.

  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.

  • Responsible for promoting and driving the self-service and automation of IT Requests and Services through the use of chatbot and RPA.

  • Responsible to coordinate delivery of services to internal users and work with cross-functional teams to ensure IT services are operational.

  • Partner with Technical Trainer and Technical Writer to create knowledge base articles for both the team and end-user

  • Monitor day-to-day support activities and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection and resolution.

  • Work with internal and cross-functional teams to ensure root cause is identified, action plans are developed and ensure timely follow-up on user issue resolution.

  • Proactively monitor ticket metrics and other reports to drive resolution and corrective action as needed.

  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.

Soft Skill Required

  • Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy

  • Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other team members and employees.

  • Working knowledge and understanding of service management principles (incident, problem, change management).

  • Passionate about customer service and customer satisfaction.

  • Excellent business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel.

  • Excellent customer service skills to understand issues and provide solutions. Possess strong listening skill and empathy. Able to diagnose complicated problems with users in a clear and precise manner. Always follow-up or escalate un-resolved issues to the next level in the team.

Technical Skills Required

  • Preferred ITIL or other similar IT process certifications.

  • Experienced in managing service SLA and KPI

  • Working and hands-on experience with Knowledge Centered Serice (KCS) Framework.

  • Working experience with HTML and search engine optimization (SEO).

  • Mastery in Excel and/or Google Spreadsheet to be able to generate data visualization and performance metrics results.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

Explore Zoom:

#LI-Remote

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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