IT Service Delivery Specialist

DESCRIPTION

We are looking for a talented IT Service Delivery Specialist to join our team specializing in Systems/Information Technology for our corporate office in Troy, MI.

In this role, you will make an impact in the following ways:

Deliver and support IT services: Contribute to the delivery and support of specific IT services, ensuring they meet organizational needs and standards.

Develop and maintain services: Support the development and maintenance of key services such as the IT Service Catalog, Asset Management system, and ITIL Services, enhancing their effectiveness and reliability .

Generate and report metrics: Produce and report service delivery metrics, driving standards across regions and locations through tools like scorecards, SLAs, and customer satisfaction or Net Promoter Scoring.

Customer and supplier relationships: Act as a point of contact for service-related inquiries, maintaining strong relationships with key customers and suppliers to ensure high service quality.

Service/Operational Level Agreements: Utilize your familiarity with Service and Operational Level Agreements to ensure IT services are provided effectively and meet agreed-upon standards.

Root cause analysis: Apply formal problem-solving approaches to conduct root cause analysis for recurring issues, identifying and implementing solutions to prevent future occurrences.

Service improvements: Identify opportunities for service improvements, maintaining the accuracy of service-related standards, procedures, and work instructions in a knowledge management system.

Support and learn: Support the Service Owner when needed and learn Business Relationship Management best practices to enhance the delivery of business value.

RESPONSIBILITIES

To be successful in this role you will need the following:

Effective Communication and Collaboration: Develop and deliver clear, multi-mode communications that address the unique needs of different audiences, and build partnerships to work collaboratively towards shared objectives.

Customer Focus and Trust: Build strong customer relationships and deliver customer-centric solutions while gaining the confidence and trust of others through honesty, integrity, and authenticity.

Complex Problem Solving and Process Optimization: Make sense of complex information to effectively solve problems, and know the most efficient processes to get things done with a focus on continuous improvement.

Adaptability and Self-Development: Adapt your approach and demeanor in real time to match shifting demands, and actively seek new ways to grow and be challenged through both formal and informal development channels.

QUALIFICATIONS

Education/Experience:

College, university, or equivalent degree, or relevant equivalent experience required. Associate Degree, relevant industry training, certification or equivalent experience preferred.

This position may require licensing for compliance with export controls or sanctions regulations.

Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

Additional Details:

Core responsibilities include:

Administer and maintain Salesforce platform and connected applications to meet service level agreement

Facilitate support for front-line staff supporting Salesforce CRM to resolve incidents using industry standard processes and tools.

Provision sandboxes and administer security in multiple environments

Participate in release management processes using industry standard tools

Collaborate with peers on continuous improvement objectives

Experience Requirements:

1-2 years experience managing Salesforce as an administrator

Salesforce Certified Administrator

Computer Science degree or equivalent work experience

Experience Preferred:

Service Now experience a plus

Copado experience a plus

Compensation

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidates qualifications and experience, where appropriate.

Min Salary $56000

Max Salary $84000

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.

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