▶ Who we are

With more than 13,000 stores in the U.S. and 84,000 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day.

Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience – and we need your help.

▶ About This Opportunity

IT Service Delivery Analyst

Job Description Summary

This position requires a motivated individual working to review and analyze IT incidents and tech dispatches to ensure that necessary tech/part dispatches are created and monitors to ensure that ETAs are provided and follow-up with associated departments and vendor partners to ensure timely resolution of store IT issues. 

The IT Service Delivery Analyst will be part of a 24/7/365 team ensuring that store IT issues are addressed are resolved within SLA (Service Level Agreement).

Duties

Utilize ticketing system (ServiceNow) and remote tools to monitor store incidents to ensure that incidents are worked with the appropriate urgency and tech dispatches are placedUtilize ticketing system (ServiceNow) and other tools like PowerBI to review, analyze performance to ensure resolution to store technical issues are resolved in a timely and efficient mannerEnsure that tech dispatches are placed correctly and received by the appropriate vendorMonitor tech dispatches through completion and ensure that any additional actions post tech dispatch are being undertaken through use of ServiceNow reporting and other tools like PowerBIMonitor service performance to identify areas for improvement and implement and suggest and implement changesEscalate procedural or action misses to the appropriate supervisory teams withing internal and external teams for correction/actionCreate and manage feedback loop for improvement with internal and external teamsBecome a subject matter expert in P1/P2 incidents requiring tech/part dispatch through review of the internal knowledge base and other materialsTrack and provide status of active P1/P2 dispatched incidents.Develop knowledge base for tech support (review of available materials and tech support call recordings)Complete other duties, including special projects, as assigned by Management

Education and Experience Requirements

Proficiency with Microsoft products (Outlook, Word Excel)High School DiplomaBachelors Degree PreferredITIL Certified PreferredExperience with ITSM tools (ServiceNow preferred)IT Technical Support experience (remote and hands-on)