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successfactors

IT Service Analytics & Reporting Analyst (557519)

Ahold Delhaize USA
Salisbury, USA
Full-time
Senior · 5+ years experience
Hybrid
USD 92640-138960 yearly / year
Discovered 2 weeks ago
ServiceNow

Full Job Posting

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days.

  • Our core office location is Salisbury, NC.

Duties & Responsibilities

  • Develop, maintain, and continuously enhance operational dashboards, KPI scorecards, monitoring solutions, and real-time service visibility tools to provide leadership with accurate insight into service health, operational performance, vendor effectiveness, workload trends, and business impact.
  • Produce executive reporting, service health summaries, presentations, and operational reviews by translating complex technical and performance data into actionable business insights that support strategic decision-making and organizational planning.
  • Analyze ticket volume, aging, resolution performance, escalations, service demand, and operational metrics to identify emerging risks, service gaps, and opportunities to improve support effectiveness and customer experience.
  • Perform root cause analysis on recurring incidents, chronic operational challenges, and service performance issues while tracking corrective actions through completion to reduce repeat disruptions and improve service stability.
  • Establish, monitor, and continuously refine service performance measurements, reporting standards, and KPI frameworks for internal support teams and external service providers to improve accountability, governance, and adherence to service commitments.
  • Identify and lead initiatives that improve service efficiency, operational effectiveness, workflow performance, and customer satisfaction through data-driven recommendations and continuous improvement practices.
  • Support forecasting, workforce planning, resource allocation, budget development, and capacity management activities through analysis of historical demand, staffing utilization, service performance, and workload trends.
  • Partner with Technology leaders, service owners, support teams, vendors, and business stakeholders to align performance objectives, communicate operational insights, and drive improvements that support organizational priorities and evolving business needs.

Qualifications

  • Equivalent trainings/certifications/experience equivalency will be considered
  • 5 or more years of equivalent experience in relevant job or field of technology
  • Excellent written and verbal communication skills; ability to communicate across the organization
  • Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
  • Strong knowledge of ServiceNow reporting and ticket monitoring
  • Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
  • Highly collaborative with proven experience partnering & influencing

Preferred Qualifications

  • Bachelors degree, Advanced training and or certifications in relevant field/s of study preferred
  • Experience with ServiceNow reporting and ticket monitoring
  • Experience in retail or grocery preferred

Salary Range

  • $92,640-$138,960
  • Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.
  • #LI-Hybrid #LI-NG1
  • At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
  • Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
  • Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
  • We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.

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