JOB SUMMARY/PURPOSE

The Service Management Analyst enables the operation and continuous improvement of IT Service Management (ITSM) processes aligned with IT Infrastructure Library (ITIL) best practices that impact enterprise service delivery. This on-site role applies professional judgment and analytical skills while working closely with IT teams, business stakeholders, and operational staff to ensure reliable, efficient, and well-documented IT services that support critical utility operations. 

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

ITSM Process Support

• Analyze and support ITIL processes including Incident, Request, Change, Problem, and Knowledge Management.
• Exercises independent judgment to interpret, modify, and recommend ITSM policies and procedures.
• Participate in process reviews and continuous improvement initiatives, providing recommendations based on analysis and observed trends.

On-Site Service Operations Support

• Provide on-site support for IT service operations and ticket lifecycle management.
• Coordinate directly with IT staff, vendors, and business users to resolve complex service issues.
• Analyze major incident documentation, contribute to root cause analysis, and follow-up actions. 

ITSM Tool & Data Support

• Models systems analysis, configuration, and optimization of the ITSM platform, translating business requirements into technical solutions.
• Assist with forms, reports, workflows, user access, reporting, and data quality to support operational and compliance objectives.
• Maintain service catalogs, knowledge articles, and ticket quality & accuracy ensuring alignment with ITSM standards.  

Reporting & Documentation

• Defines ITSM performance metrics and interprets trends to drive strategic recommendations and management decisions.
• Track SLAs and service performance metrics and identify potential risks or improvement opportunities. 
• Maintain clear and accurate process documentation and work instructions.
• Develop accurate documentation and audit readiness for regulated utility operations.
• Ensure IT service records support compliance, traceability, and operational reliability.

ITSM Governance & Policy

• Maintains and enforces ITSM policies, standards, and controls across the organization.
• Determines process compliance requirements and remediation actions.
• Serves as the authoritative ITSM process owner for assigned domains.

Collaboration & Learning

• Work closely with on-site IT teams and stakeholders to support service delivery, acting as a knowledgeable ITSM resource.
• Participate in training, shadowing, and ITIL learning opportunities.
• Adopt ITSM best practices across the organization through guidance and collaboration.  

MINIMUM REQUIREMENTS

Minimum education required of the position

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field or equivalent combination of education and relevant experience.

Minimum experience required of the position

• 0–2 years of experience in IT operations, service management, or related technical functions, with exposure to ITSM processes, documentation, and enterprise IT environments.

Minimum knowledge, skills and abilities preferred of the position

• Understanding of IT concepts (applications, infrastructure, networking).
• Strong attention to detail and organizational skills.
• Ability to clearly document and evaluate processes and procedures.
• Strong written and verbal communication skills.
• Preferred:
  • Familiarity with ITIL concepts or ITSM tools (ServiceNow preferred).
  • ITIL Foundation certification or willingness to obtain within the first year.
  • Experience in enterprise or regulated environments (utilities a plus).

Any certificates, licenses, etc. required for the position

• None 

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work regular hours, with occasional overtime.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States. 

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025. 

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers.  We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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