Job Description :

Primary Location: 7000 Central Pkwy, Atlanta, GA, USA

Division: Cox Automotive

Job Level: Individual Contributor

Travel: No

Schedule: Full-time

Shift: Day Job

Requisition Number: 223558

At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Service Delivery Analyst is responsible for the definition and delivery of technology services that support and improve business processes across the enterprise. The Service Delivery Analyst plays a role in service management, customer support, relationship management, and providing advice and guidance. This role will support service delivery functions and underlying processes, including Event, Problem, Incident, Change, and Reporting for Corporate Systems Financial applications (Oracle ERP).

Specific Responsibilities include, but are not limited to:

  • Participate in incident management service restoration internal calls - helping the Team Lead (Critical Incident Manager) assume incident command
  • Assist maintaining processes for incident management that adhere to Enterprise Incident Management processes/policies/guidelines.
  • Report major incidents, provide notification and updates until resolution.
  • Log, categorize, prioritize, allocate, track, and escalate incidents to Corporate Systems leadership and to the EOC (Enterprise Operations Center)
  • Assist in maintaining and updating Problem Management processes and activities that adhere to Enterprise Problem Management process/polices/guidelines.
  • Participate in internal RCAs and Enterprise RCAs as needed
  • Identify, monitor, diagnose, mitigate, record and report problems.
  • Assist Team Lead in performing pro-active trend analysis on event and incident data.
  • Assist Team Lead in performing reactive problem management on availability, capacity and demand, event, incident, and establish and track problem records in the Problem Management tracking tool to relate incident or event data and document problem artifacts.
  • All workarounds shall be re-evaluated for possible permanent resolution.
  • Proactively monitor incidents for trends and triage with affected service areas.
  • Learn key application and business processes (i.e., order management, payments, long running jobs, etc.)
  • Participate in problem solving and troubleshooting for assigned areas
  • Participate in enterprise monitoring initiatives
  • Champion best practices
  • Provide on-call support as needed

Qualifications:

Required:

  • Bachelors degree in Computer Science, Information Technology, or equivalent experience
  • Familiar with IT service delivery practices, including ITIL & ITSM,
  • A passion for providing customer service
  • Ability to balance competing demands for resources while maintaining high levels of customer satisfaction
  • Excellent written, verbal and presentation skills

Preferred:

  • 1 years of IT Service Management experience

Who We Are

About Cox Automotive

Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

             

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