Service Delivery Analyst II - Lennox International

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

WHAT YOU’LL BE DOING

The Service Delivery Analyst will maintain processes, practices and systems to support delivery of the highest levels of IT services.

• Provides oversight between first level service desk response and incident resolution.
• Assists in managing Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) Participates in identifying the root causes of incidents to minimize the business impact and prevent recurrences.
• Contributes to a logical model of the IT Infrastructure by identifying, controlling, maintaining and verifying the versions of all configuration items.
• Helps develop and implement plans to ensure that IT Services can recover and continue even after a serious incident occurs.
• Assists in assessments of the optimum and cost-effective provision of IT services to meet business needs.
• May participate in establishing and optimizing an enterprise ticket management system.

WHAT WE ARE LOOKING FOR

In order to be successful in this role, you will need to have the following:

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 1 year related experience. ITIL or equivalent certification preferred.
• Requires broad IT knowledge as well as strong knowledge in several of the following ITIL disciplines: Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management, Availability Management, Capacity Management, Financial Management, IT Service Continuity Management and Security Management.
• Requires clear written and verbal communication in a technical context.

WHAT WE OFFER

At Lennox, our greatest assets are our employees, and we are committed to providing limitless opportunities for growth and development of all, largely promoting from within the organization. This position is ideal for anyone looking for a diverse working environment with long term growth possibilities.  This is an in-office position, requiring attendance from Monday to Thursday, with remote work on Fridays.

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401K with company matching and 1-year bonus
• Employee Stock Purchase Program
• Community involvement opportunities
• Robust Employee Assistance Program
• And much, much more!

WE VALUE DIVERSITY

Here at Lennox, we believe that diversity and inclusion is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Our goal is to build workplaces that reflect the communities where we live and work, support the growth and development of each team member as they strive to reach their full potential, and empower them to be their authentic selves. Lennox is an equal opportunity employer.