Senior IT Service Delivery Specialist

3 weeks ago


Lexington, Kentucky, United States MIT Lincoln Laboratory Full time
Job Summary:

We are seeking a highly skilled Senior Business/Systems Analyst to join our IT Service Management team at MIT Lincoln Laboratory. This individual will play a key role in driving process improvements, analyzing data, and implementing innovative solutions to enhance service delivery.

Key Responsibilities:
  • Develop and maintain enterprise reporting tools and dashboards to provide real-time insights into key ITSM metrics.
  • Support the development and tracking of metrics and KPIs for other department projects, ensuring alignment with organizational objectives and operational goals.
  • Extract, transform, and analyze data from the ServiceNow platform and other enterprise data sources to support strategic and operational goals.
Requirements:
  • 5+ years of experience in business analysis, data analytics, or a similar role within ITSM or IT operations.
  • Proven expertise in using enterprise reporting tools (e.g., Power BI, ServiceNow Performance Analytics, or similar platforms).
  • Familiarity with ITSM frameworks (e.g., ITIL) and their application in service delivery.
What We Offer:
  • A comprehensive benefits package, including health, dental, and vision insurance.
  • A competitive salary range of $124,000 - $144,000 per year, depending on experience.
  • The opportunity to work on cutting-edge projects and collaborate with a talented team of professionals.


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