Service Delivery Analyst I at Wildfire Defense Systems, Inc.

Bozeman, Montana, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

63000.0

Posted On

15 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance monitoring, Data analysis, Service level agreements, Key performance indicators, Quality control, Reporting, GIS mapping, Issue resolution, Financial reporting, Stakeholder engagement, Technical writing, Customer service, Resource management software, MS Office Suite, Google Earth

Industry

Public Safety

Description

Purpose and Scope of Position The Service Delivery Analyst I is a year-round support position within the Professional Services Business Unit at Wildfire Defense Systems. This position is responsible for ensuring the effective delivery of services, managing performance metrics, and supporting operational excellence within the organization. Organizational Relationship This position reports to the Service Delivery Optimization (SDO) Manager and is within the Service Delivery Optimization Department of Professional Services. Duties and Responsibilities Performance Monitoring - Responsible for tracking and analyzing service delivery performance metrics, ensuring that services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Examples include: Provide quality control of operational processes Analyzing real time data and reporting to leadership and field employees to maintain feedback and improvement loops daily Reporting and Insights - Maintain client and internal dashboard reporting that provide insights into service performance, communicate services performed for clients, and help inform decision-making and strategic planning. Examples include: Provide processing and quality control of property reports Provide processing and quality control of daily shift reports for billing purposes Provide needed reporting and analytics to senior leadership Provide GIS Mapping products to clients and senior leadership Issue Resolution - Act as a point of contact for service-related issues, providing recommendations for improvements and ensuring timely resolution of problems. Examples include: Identify issues, improvement opportunities, and risks for escalation Financial Oversight - Involved in financial reporting related to service delivery operations. Examples include: Review field expenses for proper documentation and stewardship Oversee the process and management of company travel platforms Assist with QA/QC of field personnel work assignments to ensure proper accountability for billing purposes Stakeholder Engagement - They collaborate with various stakeholders, including vendors and internal teams, to align technology solutions with business objectives and improve service delivery processes. Examples include: Providing training for support and leading virtual service teams regarding the service Assist SDO Manager in special projects and assignments Other duties as assigned Qualifications (i.e., education, certifications, years of experience, etc.) Proven software competency, i.e., MS Office Suite, Google Earth, resource management software platforms Completion of an undergraduate program or equivalent experience (B.A, or B.S) 1-3 Years of GIS Experience Preferred Experience 1 year of wildfire or emergency management experience Knowledge, Skills, Abilities, & Personality Characteristics Detail-oriented to provide prescribed levels of quality control Strong analytical skills to synthesize data inputs into a clear output Ability to remain composed under stress while providing excellent customer service to stakeholders Clear, concise, and straightforward technical writing ability Collaborative focus with ability to prioritize tasks in a fast-paced, rapidly changing environment Positive, constructive, and supportive attitude towards customers, employees, and the company Position Type / Expected Hours of Work This is a full-time, salary position with varying shifts. Shifts will include nights and weekends (Saturdays, Sundays, and some holidays) on a rotation basis. Operating hours vary by season, ranging from 7:00am to 10:00pm MST. Occasional overtime may be needed to meet changing fire conditions, deadlines, client contracts or any other operational requirements. This job description should not be construed as an exhaustive statement of duties, responsibilities, or requirements, but a general description of the job. Nothing contained herein restricts WDS rights to assign or reassign duties and responsibilities to this job at any time. Wildfire Defense Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Responsibilities

The Service Delivery Analyst I is responsible for monitoring performance metrics, ensuring SLA compliance, and providing data-driven reporting to leadership. They also act as a point of contact for service issues and assist with financial oversight and stakeholder engagement.