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Service Delivery Analyst

2 weeks ago

Karachi, Sindh, Pakistan ibex Full time 900,000 - 1,200,000 per year

Ibex, for one of its global clients, is seeking a
Service Delivery Analyst
with a
Salesforce background
to join its team. The role supports the implementation and enhancement of
Insite/ServiceNow
,
including UAT participation
,
demos
, and
transition from Salesforce
. It manages incidents across
Insite/ServiceNow,
Telx SFDC
, and
Oracle
by troubleshooting, resolving, and escalating issues as needed. The position also involves communicating system changes, maintaining documentation, guiding team members, monitoring KPIs, and updating project status in SFDC.

Key Responsibilities:

  • Contribute to
    Insite/ServiceNow demos
    , participate in
    UAT sessions
    , and assist project management during the
    Salesforce-to-ServiceNow
    transition, ensuring duplicate tasks are completed in both systems during the interim phase.
  • Provide post go-live support by assisting new users, managing incidents, and submitting enhancement requests based on user feedback.
  • Receive, log, classify, and monitor incidents across
    Insite/ServiceNow, Telx SFDC
    , and
    Oracle Order Management
    , investigate and interpret issues, advise users, and escalate unresolved problems when required.
  • Act as the routine contact point for support requests, provide troubleshooting assistance and technical updates, and allocate unresolved cases to higher-level support teams.
  • Communicate system and process changes to impacted teams, maintain documentation, guide team members on new workflows, and respond to day-to-day operational queries.
  • Run and
    analyze KPI
    and performance reports from
    ServiceNow, SFDC, and Oracle,
    including issues, order volume, and product-specific data points, and monitor service delivery systems.
  • Participate in daily meetings, update SFDC cases with documents, and maintain accurate project status records based on ServiceNow project progress.

Skills:

  • Bachelor's degree in computer science, Information Technology, or a related field, with strong knowledge of
    Salesforce (SFDC), ServiceNow, and Oracle Order Management systems.
  • 2-3 years of experience in
    UAT participation, system demos, project transitions (Salesforce to ServiceNow),
    and creating enhancement requests based on user feedback.
  • Proficiency in incident management including
    logging, classifying, troubleshooting, resolving, escalating
    issues, and providing first-line investigation and diagnosis.
  • Skilled in
    communication and documentation,
    including explaining system/process changes, preparing workflows, guiding team members, and supporting daily operational queries.
  • Competence in
    KPI reporting, data analysis, and performance monitoring using ServiceNow, SFDC, and Oracle,
    with strong problem-solving, troubleshooting, and stakeholder management abilities.