Service Delivery Associate

About the role

Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. Job Summary: The Service Delivery Associate will be responsible for supporting IT service management processes, ensuring smooth operations, and contributing to continuous service improvement for various TEG Business Units - Economist Intelligence, Economist Impact and Economist Newspaper. This role involves assisting with Incident, Problem, Change, and Service Request management, working closely with IT, DevOps, Engineering, Product, Project, Support teams, Vendors and stakeholders to maintain high service quality and efficiency.

Responsibilities

• Service Management & Operations:
• Assist in managing ITSM processes, including Major Incident, Incident, Service Request, Problem, Change, and Request Management.
• Ensure compliance with ITIL best practices and organizational policies.
• Support service level agreements (SLAs) and internal OLAs.
• Monitor ITSM tool (JIRA, Confluence, ServiceNow, etc) usage and ensure accurate documentation of incidents and requests.
• ITSM Process Documentation for Digital Products & Services
• Contribute to delivering our service management strategy
• Build strong relationships with engineers and business stakeholders
• Support the transition of new services and features into BAU support
• Major Incident Management:
• Responsible for overseeing and resolving high-priority IT incidents that significantly impact business operations.
• Coordinate response efforts, engage relevant teams, communicate updates to stakeholders, and drive rapid resolution to minimize downtime.
• Analyze incidents to identify root causes and implement preventive measures to reduce future risks.
• Incident, Service Requests & Problem Management:
• Assist in triaging, tracking and resolving IT incidents, Service Requests & Problems.
• Take ownership of ticket queues, manage aging and keep daily churn healthy
• Work with technical teams to perform root cause analysis and implement preventive measures.
• Maintain incident records and generate reports for performance analysis.
• Change & Release Management:
• Support change management processes, documentation and workflows as needed
• Assist in coordinating planned system changes and evaluating their impact.
• Monitor post-change performance to ensure minimal disruption to services.
• Continuous Service Improvement:
• Identify areas for improvement in ITSM processes and suggest enhancements.
• Support automation initiatives and efficiency improvements in IT service delivery.
• Assist in gathering and analyzing service performance data.
• Contribute to reporting and the development of service dashboards
• Support the use of automation and AI to streamline processes
• Stakeholder & Communication Management:
• Act as a point of contact for IT service-related queries and escalations.
• Collaborate with IT teams and business stakeholders to ensure service alignment.
• Participate in service review meetings and contribute to reporting activities.
• Qualifications & Skills:
• Education & Experience:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3 to 6 years of experience in IT service management, help desk, or technical support
• Hands-On Experience with ITSM tools like ServiceNow, BMC Remedy, Confluence, Jira Service Management (Atlassian Suite), etc
• Technical Skills:
• Thorough understanding of ITIL principles and IT service management frameworks.
• Familiarity with IT operations, cloud services, and enterprise IT environments.
• Proficiency in ITSM tools and ticketing systems (ServiceNow, Jira, Salesforce, etc)
• Desirable:
• Understanding/skills in Observability & monitoring tools (NewRelic)
• Understanding/skills in subscription & payments (Zuora, Salesforce, Cybersource etc)
• Understanding of Content Manage

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