Who we are
With more than 13,000 stores in the U.S. and 84,000 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.
Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day.
Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience - and we need your help.
About This Opportunity
IT Service Delivery Analyst
Job Description Summary
This position requires a motivated individual working to review and analyze IT incidents and tech dispatches to ensure that necessary tech/part dispatches are created and monitors to ensure that ETAs are provided and follow-up with associated departments and vendor partners to ensure timely resolution of store IT issues.
The IT Service Delivery Analyst will be part of a 24/7/365 team ensuring that store IT issues are addressed are resolved within SLA (Service Level Agreement).
Duties
- Utilize ticketing system (ServiceNow) and remote tools to monitor store incidents to ensure that incidents are worked with the appropriate urgency and tech dispatches are placed
- Utilize ticketing system (ServiceNow) and other tools like PowerBI to review, analyze performance to ensure resolution to store technical issues are resolved in a timely and efficient manner
- Ensure that tech dispatches are placed correctly and received by the appropriate vendor
- Monitor tech dispatches through completion and ensure that any additional actions post tech dispatch are being undertaken through use of ServiceNow reporting and other tools like PowerBI
- Monitor service performance to identify areas for improvement and implement and suggest and implement changes
- Escalate procedural or action misses to the appropriate supervisory teams withing internal and external teams for correction/action
- Create and manage feedback loop for improvement with internal and external teams
- Become a subject matter expert in P1/P2 incidents requiring tech/part dispatch through review of the internal knowledge base and other materials
- Track and provide status of active P1/P2 dispatched incidents.
- Develop knowledge base for tech support (review of available materials and tech support call recordings)
- Complete other duties, including special projects, as assigned by Management
Education and Experience Requirements
- Proficiency with Microsoft products (Outlook, Word Excel)
- High School Diploma
- Bachelors Degree Preferred
- ITIL Certified Preferred
- Experience with ITSM tools (ServiceNow preferred)
- IT Technical Support experience (remote and hands-on)