EVERSOURCE Hiring for IT Associate Service Delivery Analyst, Service Management Office Job at Berlin, CT Full Time

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The Service Delivery Analyst is an individual contributor role within the Service Management Office. The role is leveraged to help maintain exceptional IT services across Eversource by providing hands on support, gathering of delivery requirements for operational improvements either through process, technology and user outreach.

Essential Functions:

• ITConnect (ServiceNow) administration support
• Perform basic system administration, role/license review, provisioning and de-provisioning
• Create and manage business intelligence reports and dashboard requests within ITConnect
• Analyst for operation enhancement request requirements
• Incident & Problem Management process support
• Enhance Incident/Problem Management process following approved guidelines
• Provides reference material for users by writing and maintaining user documentation, and developing knowledge articles
• Determines operational objectives by studying business functions and documenting business requirements
• UAT testing
• Assist in new integration requirements and implementation
• Assists in problem resolution by troubleshooting, recommending and implementing approved actions.
• Maintains system protocols by writing and updating procedures.
• Paging tool Administration
• Assisting users with setting up escalation policies and schedules
• Assist support on requests within IT
• Create Training videos both process and ITConnect
• Schedule training and “Lunch and Learns” via Learning Central
• On-Call services for Incident/Problem Management

Required Skills, Experience and Education

• Bachelor’s degree is required
• 1-2 years knowledge of ServiceNow or similar service management tool
• Knowledge of Incident & Problem Management
• Knowledge or Business Intelligence configuration
• Proven ability to quickly learn new applications, processes, and procedures.
• Exposure to multiple, diverse technologies and application development methodologies prefer.
• Understanding and knowledge of IT service management (ITSM) – best practices and controls;
• Understanding and knowledge of IT standards and controls;
• Ability to work on teams and collaborate effectively with business and technical roles.
• Excellent analytical thinking, problem solving and business process optimization skills;
• Excellent written and verbal communication skills;
• Excellent independent planning, organizational and time management skills;
• Competency in Microsoft applications including O365, Teams, One Drive, Word, Excel, and Outlook;
• Knowledge of Agile methodology and associated tools such as ServiceNow, Jira and/or other Agile applications is highly desired;
• Knowledge of financial and cost models, and budgeting;
• Developing ability to balance the long-term (big picture) and short-term implications of potential solution decisions;
• Ability to manage competing priorities and a track record of following through on commitments;
• Ability to participate in small high performing teams to deliver successful outcomes.
• ITIL 4 Certification or acquire within a year.

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.

Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Vaccination Information:

Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource’s HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.