This position is located onsite in Dubuque, IA., no remote work is available. IBM's Domestic Delivery Center in downtown Dubuque, Iowa is seeking a Service Delivery Analyst. This role is responsible for analyzing defects in services and to drive service delivery quality improvement. Candidate will have practical experience in one or more of the following: Server Admin (Unix, Windows or Mainframe), Database Admin (preferred Oracle, SQL, DB2 or similar), Storage Management (distributed servers or Mainframe), Problem & Change Applications (Remedy, HPSC, or similar), Mainframe z/OS experience(system programmer, application development or operations roles). Experience in statistical analysis is beneficial. The DA will apply a defect prevention methodology across pooled accounts through root cause analysis (RCA) and other internal procedures. The DA collaborates with account focals, technical focals and other Green Team members. The DA reviews solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies. This is NOT a software development QA/testing role. Primary Job Responsibilities:
Using platform experience (described above); improve service quality by examining defect causes, procedures and work tasks to identify trends. Perform trend analysis to solve recurring incidents & problems via internal RCA and investigative protocols.
Creates broadly applicable solutions that are used by pool managers for process improvements in handling recurring problems (across accounts, pools, delivery centers). Ensures solutions are applied to all appropriate configurations.
Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
Under direction of Expert DA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, delivery centers).
Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Works with Green Team members across the delivery centers to improve and change the DA / RCA process by seeing if any solutions can be implemented or applicable to other delivery centers.
Under direction of Expert DA member, analyzes and interprets financial and business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.
Track SLA metrics.
Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Prepares metric updates for executives.
- High School Diploma/GED
- At least 6 months experience in process analysis tools, statistical software, performance behavior charts and spreadsheets, and knowledgeable on groupware desktop technology
- English: Fluent
- Associate's Degree/College Diploma in Information Technology
- At least 4 years experience in process analysis tools, statistical software, performance behavior charts and spreadsheets, and knowledgeable on groupware desktop technology
- At least 1 year experience in experience in applying quality/process analysis in an IT services or manufacturing environment
GTS-SO’s mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated. Through our strengthened global position, clients gain cost advantages, access to industry-leading skills and access to IBM's scale and overall flexibility. The Domestic Delivery Center in Dubuque, IA is focused on increasing GTS-SO delivery quality. Global Technology Services (GTS) brings together all of IBM's service delivery capabilities for Strategic Outsourcing.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
IBM - 2 years ago
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...