Service Delivery Analyst

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Service Delivery Analyst at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MMC).

We are seeking a highly analytical and proactive individual to join our team as a Service Delivery Analyst. In this role, you will monitor and analyze the performance of IT services and support operations, identifying trends, issues, and opportunities for improvement. You will collaborate with support teams, vendors, and stakeholders to ensure service levels are met and that processes are optimized for efficiency and quality. Your insights will support incident and problem management, as well as change management initiatives, helping to assess the impact of changes and ensure smooth transitions. A strong attention to detail, problem-solving mindset, and a customer-focused approach are essential as you work to ensure the delivery of reliable, high-quality IT services that support MMA’s business objectives. If you thrive in a fast-paced environment and are passionate about improving service performance through analysis, collaboration, and effective change oversight, we would love to hear from you.

We’d love to meet you if your professional track record includes these skills:

• Provide hands-on application and data support, including complex problem research, analysis, resolution, and on-call support for P1/P2/P3 incidents.
  
• Provide ServiceNow problem tickets with detailed analysis to application delivery teams and other stakeholders for resolution as necessary; track and monitor ServiceNow tickets.
  
• Monitor and analyze IT service performance metrics, including SLAs, KPIs, and incident trends, to identify areas for improvement and ensure service quality.
  
• Develop and maintain dashboards, reports, and documentation to provide visibility into service performance and support continuous improvement initiatives.
  
• Support incident and problem management processes by providing data insights, root cause analysis, and recommendations for preventive actions.
  
• Support the implementation of automation and self-service solutions to improve efficiency and user experience.
  
• Collaborate with support teams, vendors, and stakeholders to review service levels, resolve escalated issues, and implement process enhancements.
  
• Assist in changing management activities by assessing the impact of upcoming changes, tracking change requests, and ensuring smooth transitions with minimal disruption.
  
• Participate in service review meetings, present performance data, highlight risks, and recommend corrective actions.
  
• Contribute to the development and refinement of ITSM processes, ensuring adherence to best practices and organizational standards.
  
• Support vendor performance evaluations and contract compliance monitoring to ensure service delivery aligns with organizational expectations.
  
• Support audit and compliance activities related to IT service management, ensuring adherence to regulatory and organizational standards.
  
• Collaborate with cross-functional teams to support enterprise application support, ensuring timely resolution of issues and effective communication with end-users.
  
• Maintain awareness of industry best practices and emerging trends in IT service management to recommend innovative solutions.
  
• Document support procedures, escalation paths, and process workflows to ensure clarity and consistency across support teams.
  
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms.
  
• Basic understanding of security and compliance best practices related to data handling and support operations.
  

These additional qualifications are a plus, but not required to apply:

• Bachelor's degree in computer science, information technology, or a related field, or equivalent relevant experience.
  
• 3+ years of experience in IT service management, support analysis, or related roles, with a focus on monitoring and improving service delivery.
  
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms.
  
• Strong analytical skills with experience in data analysis, reporting, and visualization to support service performance reviews.
  
• Experience with Applied Epic or similar insurance agency management systems, supporting service delivery and support processes.
  
• Familiarity with Salesforce, particularly in supporting or integrating with service management or support workflows.
  
• Familiarity with SQL and data querying to extract and analyze service metrics and incident data.
  
• Experience with dashboards and reporting tools such as Power BI or Tableau to visualize service metrics and KPIs.
  
• Understanding of change management processes and how to assess the impact of changes on service delivery.
  
• Exposure to Agile or Scrum methodologies, supporting iterative improvements and rapid response to support issues.
  
• Basic understanding of security and compliance best practices related to data handling and support operations.
  

We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you.

We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering
  
• Tuition reimbursement and professional development opportunities
  
• Hybrid work
  
• Charitable contribution match programs
  
• Stock purchase opportunities
  

To learn more about a career at MMA, check us out online: http://marshmma.com/careers or flip through our recruiting brochure: https://bit.ly/3Qpcjmw

Follow us on social media to meet our colleagues and see what makes us tick:

• https://www.instagram.com/lifeatmma/
  
• https://www.facebook.com/LifeatMMA
  
• https://twitter.com/LifeatMMA
  
• https://www.linkedin.com/company/marsh-mclennan-agency/
  

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.

The applicable base salary range for this role is $72,700 to $127,300.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Applications will be accepted until: September 25, 2025