Service Delivery Analyst

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation. 

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

The Service Delivery Analyst role is an exciting development opportunity within the NBCU Operations & Technology organization. This role demands a high level of customer service as we will interact with various Business Partners in the greater NBCU landscape. You will provide analysis and solutions by consulting with relevant subject matter experts within the Service Operations and engineering organizations.   

YOUR DAY TO DAY: 

• Provide day-to-day guidance and escalation support to our internal business clients as it relates to their IT needs
• Create, maintain, and enhance internal dashboards and reports
• Collaborate with other IT teams within NBCUniversal to review processes and workflows 
• Capture operational challenges and deliver solutions for operational improvements
• Participate in review meetings as requested with our Business Partners
• Analyze trends among incidents and requests, and deliver solutions based on findings
• Collaborate where required on service improvement plans and projects
• Assist Management team in defining process metrics and KPI’s

WHO WE’RE LOOKING FOR: 

• Someone with a customer first attitude
• Excellent communication and interpersonal skills
• A passionate and motivated individual
• Someone who is flexible, and will take on challenges and change
• Someone who will challenge the status quo and be tenacious in their quest for excellence

Qualifications

• Experience with common technologies including Windows, Mac OSX, Office 365 
• Understanding of service management principles, including ITIL fundamentals
• ServiceNow experience, or related HelpDesk Ticketing software
• 2-3 years’ experience in the IT industry
• Proficiency in creating PowerPoint presentations
• Detail orientated with a curious mind. Someone who will seek answers proactively
• Self-starter who can manage their time to deliver results on time and to a high standard
• Clear communicator (both written and spoken) who works in data driven facts and not assumptions
• Someone who can effectively partner and seek win / win scenarios

Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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