Service Delivery Analyst

3 weeks ago

Los Angeles, United States ThinkOn Inc. Full time

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Service Delivery Analyst

Service Delivery Analyst North Bay, ON, Canada

**Description** **ThinkOn Inc: Where Data Thrives**

Founded in 2013, ThinkOn Inc. is dedicated to solving complex data problems with its portfolio of turnkey Infrastructure-as-a-Service (IaaS) solutions. As a cloud service provider, ThinkOns channel-only distribution empowers over 150 value-add resellers and managed service providers to service the data needs of more than 1150 businesses in commercial enterprise and public sectors across North America, the United Kingdom, Australia, and the Caribbean. ThinkOn Cloud Services are engineered for high availability and scalability to securely host, manage, and store all types of data workloads with industry-leading technology platforms, including VMware, Dell Technologies, Hitachi, Intel and HP. Recognized for its aggressive growth, ThinkOn is listed in

*Globe & Mail*s Report on Business ranking of Canadas Top Growing Companies,

*Canadian Business* Growth List, and

*Channel Daily News* Top 100 Solution Providers. ThinkOn is headquartered in Toronto, Ontario. To learn more, visit **This is a remote position.** **Purpose of Role** The Service Delivery Analyst will act as the single point of contact for all deployments and services being provided to our customers. This role will be responsible for coordinating the delivery of services to our customers and requests management process. The Service Delivery Analyst must be capable of coordinating a team of internal and external staff, coordinating projects, and will be a recognized expert in ThinkOn products, services and practices. **Specific Responsibilities** * Provide request management, triage and escalation processes for all ThinkOn product and service issues * Provide technical guidance to our customer on how to use our products * Following up on ongoing deployment tasks and communicating to the clients * Understand the service order with the sales team, plan and coordinate the deployment. * Perform the deployment using the backend infrastructure available. * Operation maintenance activities as assigned * Provide guidance and documentation for ThinkOn internal support team in regarding the deployments * Create and update documentation of internal and external operations processes * Inform team members of project statuses and progress * Light project coordination and assisting with project documentation * Identify opportunities to enhance productivity, effectiveness and operational efficiency * Taking customer calls and participating in after-hours and on call support related to the deployment tasks * Provide regular reports to our customers about the quality of the service, details and usage of the environment or any custom reports required by the service order * Coordinate regular cadence meetings with the customers to address issues related to the services or capture new opportunities to improve the quality of the services. **Experience & Education** * Experience or education in Information Technology * Experience or education in Project coordination * Experience in a Call Centre or Service Centre environment and operations * ITIL or PMO Certification would be an asset * Experience with Service Desk and Incident Management Systems * Experience with information technology concepts, specifically in virtualization, IT Infrastructure and Disaster Recovery **Skills and Knowledge** * Able to maintain a high work ethic * Able to think outside of the box and to be innovative and resourceful * Ability to quickly learn new software technologies * Ability to effectively prioritize work * Ability to plan and coordinate deployments with the internal team and vendors. * Excellent analytical and problem solving skills * Effectively communicate to all parties involved * Team contributor, highly organized, an eye for detail * Have the ability to discern key aspects of a problem and address them at an early state by determining the best resolution. Applications will be accepted until 5:00pm EST on October 29, 2021. ThinkOn Inc. is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), and accessibility standards across Canada, ThinkOn Inc. will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require any accommodations, please notify us and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable and accessible.

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