Service Delivery Associate

We are an organisation that exists to drive progress. That's the "red thread" that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. 

The Service Delivery Associate will be responsible for supporting IT service management processes, ensuring smooth operations, and contributing to continuous service improvement for various TEG Business Units - Economist Intelligence, Economist Impact and Economist Newspaper. This role involves assisting with Incident, Problem, Change, and Service Request management, working closely with IT, DevOps, Engineering, Product, Project, Support teams, Vendors and stakeholders to maintain high service quality and efficiency.

Key Responsibilities:

Service Management & Operations:

• Assist in managing ITSM processes, including Major Incident, Incident, Service Request, Problem, Change, and Request Management.
• Ensure compliance with ITIL best practices and organizational policies.
• Support service level agreements (SLAs) and internal OLAs.
• Monitor ITSM tool (JIRA, Confluence, ServiceNow, etc) usage and ensure accurate documentation of incidents and requests.
• ITSM Process Documentation for Digital Products & Services
• Contribute to delivering our service management strategy
• Build strong relationships with engineers and business stakeholders
• Support the transition of new services and features into BAU support

Major Incident Management:

• Responsible for overseeing and resolving high-priority IT incidents that significantly impact business operations. 
• Coordinate response efforts, engage relevant teams, communicate updates to stakeholders, and drive rapid resolution to minimize downtime. 
• Analyze incidents to identify root causes and implement preventive measures to reduce future risks.

Incident, Service Requests & Problem Management:

• Assist in triaging, tracking and resolving IT incidents, Service Requests & Problems.
• Take ownership of ticket queues, manage aging and keep daily churn healthy
• Work with technical teams to perform root cause analysis and implement preventive measures.
• Maintain incident records and generate reports for performance analysis.

Change & Release Management:

• Support change management processes, documentation and workflows as needed
• Assist in coordinating planned system changes and evaluating their impact.
• Monitor post-change performance to ensure minimal disruption to services.

Continuous Service Improvement:

• Identify areas for improvement in ITSM processes and suggest enhancements.
• Support automation initiatives and efficiency improvements in IT service delivery.
• Assist in gathering and analyzing service performance data.
• Contribute to reporting and the development of service dashboards
• Support the use of automation and AI to streamline processes 

Stakeholder & Communication Management:

• Act as a point of contact for IT service-related queries and escalations.
• Collaborate with IT teams and business stakeholders to ensure service alignment.
• Participate in service review meetings and contribute to reporting activities.

Qualifications & Skills:

Education & Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3 to 6 years of experience in IT service management, help desk, or technical support

Hands-On Experience with ITSM tools like ServiceNow, BMC Remedy, Confluence, Jira Service Management (Atlassian Suite), etc

#LI-Hybrid 

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 40 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.