IT Service Delivery Analyst (Hybrid in Fort Wayne, IN)

The IT Service Delivery Analyst supports IT service management by providing data-driven insight, operational analysis, and process support across the technology environment. This role is responsible for transforming operational data into actionable intelligence that improves service reliability, reduces recurring issues, and strengthens service management practices.

Working closely with the IT Service Delivery Lead, this role enables effective service governance by ensuring that service performance, system relationships, and operational trends are visible, accurate, and actionable.

The position plays a key role in supporting service integration by bridging operational data, technical teams, and service management processes, with a focus on continual improvement and stability.

Key Responsibilities

Service Reporting & Performance Analytics

• Develop, maintain, and enhance service performance dashboards and reports aligned to business-facing services.
• Aggregate and normalize data from an ITSM to provide meaningful service insights
• Identify trends in:
  • incident volume and patterns
  • change success/failure rates
  • service degradation indicators
• Translate operational data into clear, actionable insights for technical teams and leadership to improve both SLAs and XLAs

Trend Analysis & Operational Intelligence

• Analyze incident, change, and problem data to identify:
  • recurring issues
  • work inefficiencies
  • high-risk services or components
• Correlate events across systems to highlight hidden relationships and dependencies
• Proactively surface risks before they result in service disruption
• Support the development of predictive indicators for service health and customer experience, where possible

Problem Management Support

• Identify candidates for problem management based on:
  • repeat incidents
  • high-impact outages
  • trends across multiple systems
• Support root cause analysis efforts by:
  • gathering and structuring relevant data
  • identifying patterns and contributing factors
• Track problem records and associated improvements to ensure visibility into resolution progress

Service Transition & Operational Readiness Support

• Assist in validating that new or changed services meet operational readiness requirements, including:
  • documentation completeness
  • monitoring and alerting visibility
  • support process definition
• Ensure required service artifacts are created and accessible prior to production release
• Support coordination between delivery teams and operations during service transition

CMDB & Service Mapping Support

• Maintain and improve data quality within the configuration management database
• Support the development of service maps and configuration relationships for critical services
• Identify gaps or inconsistencies in configuration and dependency data
• Ensure alignment between:
  • CMDB records
  • actual system usage
  • change activity

Runbooks & Operational Documentation

• Develop and maintain service runbooks, knowledge articles, and operational procedures to improve service performance
• Standardize documentation formats to improve usability and consistency
• Ensure documentation reflects current operational practices and system configurations
• Partner with technical teams to capture tacit knowledge into structured documentation

Process Support & Continuous Improvement

• Assist in refining and documenting service management processes, including:
  • change enablement
  • incident management
  • problem management
• Identify inefficiencies or gaps in current processes and recommend improvements
• Support implementation of lightweight governance practices that improve consistency without adding unnecessary overhead

Cross-Team Coordination & Data Quality

• Collaborate with infrastructure, application, and service desk teams to ensure:
  • data accuracy
  • consistent classification of incidents and changes
  • alignment across tools and processes
• Promote consistent use of service management tools and data standards
• Support audits or reviews of service data and operational practices