Senior It Process Analyst - Remote

Princess Cruises, Holland America Line, and Seabourn offer world-renown vacations at sea to travelers around the globe. This is an opportunity to join a dynamic, unified organization as part of their highly experienced team in our corporate office.

We’re looking for an amazing IT Process Analyst, Service Delivery to fill this role, which is based in our Seattle office. You’ll be responsible for ensuring high quality technology delivery to our customers. This includes driving accountability for vendor partners, monitoring escalated incidents until resolved, doing follow-ups with vendors to make sure Action Plans are delivered and completed. The successful IT Process Analyst, Service Delivery will be a champion for transparency and effective communication to our end users. The IT Process Analyst, Service Delivery will help to gather data, processes, interviews, and various forms of feedback on the status of service delivery levels for service reviews. You will also deliver Dashboards and Reports, implemented in Service Now, to better monitor the performance of our vendors and internal teams.

Here’s a summary of what Holland America Line is looking for in its IT Process Analyst, Service Delivery. Is this you?

Responsibilities

• Develop Dashboards and Report to monitor KPI’s from vendors and Internal teams
• Drive accountability for short-term and long-term improvement plans for internal and external functions which don’t meet KPIs/SLAs.
• Establish, track, and report on KPIs and SLAs for effective service delivery across each vertical.
• Help coordinate key activities where existing processes are failing to help “right the ship” and bring delivery levels back in line.
• Monitor and coordinate action plans from vendors to meet KPI’s.
• Act as point person for account governance for managed service providers to ensure effective service delivery
• Drive/Monitor the efficiency and effectiveness of overall incident, change, and problem management processes
Provide vendors with input and recommendations regarding issues and improvements to the processes supported.

Requirements

• Bachelor’s Degree - Service Delivery Management / IT Governance. ITIL V4, Service Now Administrator certification
• Minimum 3 years of Service Delivery experience.
• Minimum 2 year of vendor management
• Minimum 2 year of working with Service Now
• Flexible/can-do attitude and disposition
• Resolution and results driven
• Ability to manage high volume of tasks under tight delivery deadline
• Basic knowledge on project management and technology
• Understand IT regulatory guidelines and firm standard policies
• Service Now Admin knowledge
• Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Please note that this position can be 100% fully remote, US Only (please note that Holland America Line is not setup to hire anyone in the following states: AR, DE, HI, ME, MN, MS, NE, NH, OK, SD, VT, WV, WY)

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $62,600.00 to $84,500.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html
Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America Line will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

#HAL