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Job Title: Network Service Delivery Analyst
Company Name: Thermo Fisher Scientific
Location: Waltham, MA
Position Type: Full Time
Post Date: 10/22/2020
Expire Date: 12/06/2020
Job Categories: Accounting/Auditing, Computers, Software, Customer Service and Call Center, Information Technology, Executive Management, Quality Control
Job Description
Network Service Delivery Analyst

Core objective of this role is to support the delivery of broader Global Network Services by aligning to business requirements with fit-for-purpose solutions that work reliably, scale, are administratively efficient, and support global transparency and fulfillment-automation.

Performs quality control checks, ensuring the effectiveness and reliability of the within our network service delivery program which includes finding vendors and solutions for solutions, tracking, ordering, pricing, provisioning, operational metrics, reporting and audits. Maintain and update processes for delivery of network services.

This position is a stakeholder facing role which requires the candidate to establish and manage expectations within the business and drive the Global Network Services team to achieve those expectations to a high standard.

Key Responsibilities

  • Maintain user and customer satisfaction through efficient and professional handling of all requests for network services.
  • Partner with Service Catalog Owners to provide a channel for users to request and receive standard and non-standard services through the service catalog.
  • Log requests to categorize, prioritize, and verify proper network group assignment.
  • Provide information to users and customers about the availability of services and the procedures for obtaining them.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Develop and maintain network KPI’s.
  • Work closely with Project Managers on large scale Enterprise deployments to meet customer’s unique requirements.
  • Serve as the primary point of contact for all internal customer expectations and vendor escalations.
  • Champion Service Delivery and Support in projects and developing a strong understanding of projects impacting the network service area and ensuring service impact is minimized and agreed.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans.
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
  • Provide IT Network technical guidance for all stakeholders.
  • Translate customer requirements to IT Network technical and design standards.

Performance & Quality

  • Make recommendations for Service Improvement Plans and Service Catalog, and ensure actions are followed through to completion in a timely manner.
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
  • Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving).
  • Bridge gap between Network Service Delivery and Engineering teams for service delivery and steady state transition.
  • Provide regular and accurate management reporting on IT Service performance.
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Minimum Requirements/Qualifications:

  • Bachelor’s degree in Computer Science or related field or equivalent experience required, Master’s Degree preferred
  • 5 + years experience in a technical environment including supporting large scale enterprise networks
  • Demonstrated Network management architecture and leadership skills - Network Management experience with technical management experience
  • Ability to work independently with minimal direct supervision
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Leverage independent Judgment to determine optimal methods of task completion and work prioritization
  • Firm knowledge of ITIL disciplines
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Self-motivation and able to take responsibility
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Contact Information
Company Name: Thermo Fisher Scientific
Company Description:
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