Service Delivery Analyst

Who We Are

Textron Systems is part of Textron, a $14 billion, multi-industry company employing 35,000 talented makers, thinkers, creators and doers worldwide. We make things that fly, hover, zoom and launch. Things that move people. Protect soldiers. Power industries. We serve customers in industries spanning aerospace and defense, specialized vehicles, turf care and fuel systems.

This role is in Textron System’s Information Technology business area. Visit TextronSystems.com & Lycoming.com to read more about who we are and the products we make!

About This Role

In this role, you will be responsible for:

·       Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents

·       Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training

·       Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.

·       Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met

·       Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment

·       Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy

·       Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges.

·       Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement

·       Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers

·       Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team

·       Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements

·       Conference room software and hardware support, and hands-on support for meetings

·       Supporting executive leaders and on-site executive meetings

·       Actively participating on various IT strategic project teams and drive timely delivery of key milestones

·       Vendor relationship management for hardware, software, service and audio/visual support

·       Bachelor’s degree in Information Technology, Information Systems, Computer Science or a related field

·       2+ years of previous customer service experience, with proven interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds.

·       Strong critical thinking skills need to manage ambiguity and troubleshoot a variety of issues

·       Knowledge of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and cybersecurity standards and policies

·       Strong knowledge of IT systems including Microsoft Windows and Windows Update processes

·       Microsoft Windows Server, Active Directory, and SQL Server

·       Knowledge and experience with ticket management software, workflow development and automation best practices. Experience with ServiceNow a plus

·       Proficiency with Microsoft 365 suite including Office applications, Teams, Outlook, SharePoint, OneDrive

·       Self-motivated and takes initiative to go beyond the minimum requirements. Passion for learning, problem-solving, and developing new skills within the field of IT.

·       Strong organizational aptitude to manage and balance competing priorities.

How We Care

At Textron Systems, our talented people make us successful.  We promote an inclusive environment where we value individuality, differences, and unique perspectives.

Our Company is committed to offering employees opportunities to grow and develop. Our benefits and compensation packages are designed to help our talented employees excel and achieve their goals, so they can make a difference every day in and outside of the workplace. Below are just a few examples!

 - Flexible Work Schedules

 - Education Assistance

 - Employee Resource Groups (ERGs)

 - Career Development & Training Opportunities

 - Wellness Program (including Fitness Reimbursement)

 - Medical, Dental, Vision & 401(K) with Company Funding

 - Paid Parental Leave

Are you a Military Veteran?

Textron's products and services are trusted everyday by those who protect our country.  We are dedicated to hiring these Veterans and aim to translate their skills to make an impact on our Company.