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Service Delivery Analyst - Itsm

Expired Job

Meridian Detroit , MI 48222

Posted 3 months ago


Who we are:

Meridian, a WellCare Company, is part of a national network of passionate leaders, achievers, and innovators dedicated to making a difference in the lives of our members, our providers and in the healthcare industry.

We provide government-based health plans (Medicare, Medicaid, and the Health Insurance Marketplace) in Michigan, Illinois, Indiana, and Ohio. As a part of the WellCare Family of companies, we deliver healthcare excellence to millions of members nationwide.

Our associates work hard, play hard, and give back. Meridian associates enjoy an exceptional experience and culture including special events, company sports teams, potlucks, Bagel Fridays, and volunteer opportunities.

A Day in the Life of a Service Delivery Analyst - ITSM:

The Service Delivery Analyst supports the development and use of service delivery management tools, standards, policies and procedures that follow Information Technology Infrastructure Library (ITIL) best practices. This position is responsible for developing, configuring, testing, implementing, and maintaining functionality within the ITSM platform. The position acts as an ITIL process owner that identifies and implements opportunities to better govern ITIL processes. In addition, the position acts as a liaison to the business for IT SLA performance-based issues. The position also is involved with Project and Technical support in an IT Infrastructure environment and is responsible for Service Management process reporting, performance, and metrics.


  • Collaborates and communicates with IT and business leadership on business requirements or SLA and/or KPI performance

  • Participates and assists with system monitoring, development, scripting, support, troubleshooting, testing, and installation of new releases and updates for Enterprise Service Management software

  • Provides advanced expertise in elevating SLA and improving service delivery to customers

  • Supports Project planning and execution for infrastructure projects

  • Acts as ITIL Process Owner; is the subject matter expert for one or more infrastructure ITIL processes and/or services.

  • Identifies and implements opportunities to better govern ITIL processes through continual service improvement

  • Develops and maintains operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting

  • Measures performance of ITIL based processes and makes recommendations for improvements

  • Develops the automation for the collection and reporting of operational data, service levels and KPI's.

  • Performs root cause analysis and data mining out of ITSM tools to generate and presents reports

  • Manages communications to business partners for service impacting incidents or changes

  • Acts as customer liaison and advocates for internal and/or external IT consumers

  • Creates and maintains technical and process operations manuals and guides

  • Performs other duties as assigned



  • Bachelor's degree in an appropriate area is required.

  • Degree requirements may be substituted with an equivalent combination of education, training and experience.

  • ITIL Foundation v.3 Certification is required


  • A minimum of 2+ years of IT Experience in an analytical or operations role

  • Experience in ITIL and Service Management best practices is required

  • Experience with the following Microsoft Products: Excel, Word, Outlook, PowerPoint

  • Experience with ServiceNow is preferred

  • Experience with Microsoft Visio preferred

  • Experience with JavaScript is preferred

  • Excellent customer service skills is required

  • Excellent verbal and written communication skills

  • Strong attention to detail

  • Ability to collaborate with team members and to work independently

  • Strong innovative, problem solving, and analytical skills.

  • Ability to adapt to changing technologies

  • Excellent multitasking, project management, and documentation skills.


  • Knowledge of commonly used concepts, practices, and procedures within IT service Management is desired e.g., ITIL
  • Knowledge of ITSM tools, processes, and best practices is required


  • Excellent quantitative, analytical and problem solving skills

  • Excellent written and oral communication skills

  • Excellent interpersonal skills

  • Resourceful and able to work independently with initial guidance and direction

  • Ability to leverage experience, demonstrate initiative and exercise good judgment in managing complex situations

What Meridian can offer you:

  • Our healthcare benefits include a variety of plans that are effective on the first day of employment for our new full-time team members.

  • Opportunity to work with the industry's leading technologies and participate in unique projects, demonstrations, conferences, and exclusive learning opportunities.

  • Meridian offers 401k matching that is above the national average.

  • Full-time Meridian employees are eligible for tuition reimbursement towards Bachelor's or Master's degrees.

  • Meridian was named Detroit's #1 Fastest Growing Company by Crain's Magazine, so it is a great time to get involved with Meridian.

Equal Opportunity Employer


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Service Delivery Analyst - Itsm

Expired Job