Service Delivery Analyst II

PurposeandScopeof Position

The Service Delivery Analyst II is a year-round support position within the Professional Services Business Unit at Wildfire Defense Systems. This position is responsible for ensuring the effective delivery of services, managing performance metrics, and supporting operational excellence within the organization.

Organizational Relationship

ThispositionreportstotheService Delivery Optimization (SDO) Manager andiswithintheService Delivery Optimization Department of Professional Services.

Dutiesand Responsibilities

Performance Management

• Assist in managing team member workflows and upper-level communications. Examples include:
• • Managing Surge Management Team
  • Manage and delegate interdepartmental communications
  • Manage Project and Priority distribution amongst team members

Performance Monitoring

• Responsible for tracking and analyzing service delivery performance metrics, ensuring that services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Examples include:
• • Provide quality control of operational processes
  • Analyzing real time data and reporting to leadership and field employees to maintain feedback and improvement loops daily

Reporting and Insights

• Maintain client and internal dashboard reporting that provide insights into service performance, communicate services performed for clients, and help inform decision-making and strategic planning. Examples include:
• • Provide processing and qualitycontrolofproperty reports
  • Provide processing and quality control of daily shift reports for billing purposes
  • Provide needed reporting and analytics to senior leadership

Issue Resolution

• Act as a point of contact for service-related issues, providing recommendations for improvements and ensuring timely resolution of problems. Examples include:
• • Identify issues, improvement opportunities, and risks for escalation

Financial Oversight

• Involved in financial reporting related to service delivery operations. Examples include:
• • Reviewfieldexpensesforproperdocumentationand stewardship
  • Oversee the process and management of company travel platforms
  • Assist with QA/QC of field personnel work assignments to ensure proper accountability for billing purposes

Stakeholder Engagement

• They collaborate with various stakeholders, including vendors and internal teams, to align technology solutions with business objectives and improve service delivery processes. Examples include:
• • Training both seasonal and field employees
  • AssistSDOManager inspecialprojectsand assignments
  • Otherdutiesas assigned

Qualifications(i.e.,education,certifications,yearsofexperience, etc.)

• Provensoftwarecompetency,i.e.,MSOfficeSuite,GoogleEarth,resource managementsoftware platform.
• Completion ofanundergraduate program or equivalent experience (B.A, or B.S)
• 1 year of service delivery experience

Preferred Experience:

• 1 year of wildfire or emergency management experience

Knowledge,Skills,Abilities,&Personality Characteristics

• Detail-orientedtoprovideprescribedlevelsofquality control
• Stronganalyticalskillstosynthesizedatainputsintoaclear output
• Abilitytoremaincomposedunder