Senior Analyst - IT Service Delivery (AMC 67396) Orange, CT or Rochester, NY in Orange, CT at Avangrid

Date Posted: 10/18/2018

Job Snapshot

Job Description

Publication date: 17.10.2018
REFERENCE: 5103107001

Company: AVANGRID Management Company (AMC)
Department: IT - End User
Job Title: Senior Analyst - IT Service Delivery
Reports to: Manager - IT Workplace
Location: Orange, CT or Rochester, NY
Cross Company Responsibility: Yes

Business and Department


Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Service delivery position will focus on ensuring that services provided by IT are meeting established SLAs, building
relationships and improving overall end user satisfaction. Key responsibilities will include tracking service KPIs to
drive ongoing improvements in service delivery performance and drive faster adoption, greater utilization, and
higher proficiency on the changes impacting employees in the organization such that business results are achieved.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

• Collaborate with local and global internal IT teams to meet targets and drive improvements.
• Establish and maintain solid working relationships with external vendors to ensure that SLAs are met for all
outsourced services.
• Contributes to improving customer satisfaction by monitoring response and resolution time for incidents and
• Follows up with customers to identify areas for improvement based on end user survey results.
• Develop communication of IT services through various platforms, i.e. email, instructional videos, etc.
• Monitors and reports on relevant metrics and service levels through dashboards.
• Act in the role of the "point person" for interaction with managers from other divisions and within IT.
• Participate in outage management and post mortems activities.


Education & Experience Required:

• Bachelor's degree or seven years relevant experience required
• Proven customer service skills
• Support role of a business area or in an IT environment including two years or more in a leadership role
• Ability to influence others and move toward a common vision or goal and capable of presenting to a group if
• ITIL knowledge and ServiceNow experience a plus


• Exceptional written and verbal communication, problem solving, analytical skills required. (both technical and
• Proficient with Microsoft Access, Excel, and Word
• Strong technical, analytical, interpersonal, collaboration, organizational skills and ability to perform efficiently and
effectively in a dynamic environment is required
• Must be detail oriented
• Fluent in Spanish a plus, but not required

This opportunity will offer
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of
41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination
against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.
Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to
employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,
gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local
law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to
race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,
veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to
apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at
877-387-9061 or