Senior IT Service Delivery Analyst – Elevate Customer Experience, Drive Automation & Continuous Improvement at brighthush

About brighthush and the Opportunity

brighthush is a global leader in financial services, renowned for its commitment to innovation, customer-centricity, and operational excellence. With a presence in more than 30 countries and a workforce of over 50,000, brighthush continually pushes the boundaries of technology to deliver seamless, secure, and personalized experiences for millions of customers worldwide. As part of our mission to transform the way people manage their finances, we are looking for a dynamic IT Service Delivery Analyst to join our Boise team.

In this role, you will be the linchpin between business stakeholders and the technology teams that power our services. You will ensure that IT services are delivered consistently, efficiently, and in full compliance with regulatory requirements. By combining rigorous process management with a passion for customer service, you will help brighthush maintain its reputation for reliability and innovation.

Key Responsibilities

• Service Delivery Management: Oversee the day‑to‑day execution of change, incident, problem, and configuration management processes. Ensure that all service requests are handled in accordance with ITIL best practices and brighthush’s internal standards.
• Customer Experience Champion: Act as the primary point of contact for internal and external customers, translating technical issues into clear, actionable insights. Deliver exceptional service and proactive communication to maintain high satisfaction levels.
• Process Improvement & Automation: Identify bottlenecks, recommend enhancements, and lead automation initiatives that reduce manual effort and increase service reliability. Work closely with product, shipping, and integration teams to embed continuous improvement into every phase of the service lifecycle.
• Audit & Compliance Support: Prepare documentation, conduct audits, and ensure that all service delivery activities meet regulatory and internal compliance requirements. Collaborate with risk and compliance teams to mitigate potential risks.
• Data‑Driven Decision Making: Collect, analyze, and report on key performance indicators (KPIs) such as MTTR, MTBF, and customer satisfaction scores. Use insights to drive strategic decisions and operational improvements.
• Stakeholder Collaboration: Partner with cross‑functional teams—including product owners, developers, and business analysts—to align service delivery with business objectives and product roadmaps.
• Change Management: Coordinate and communicate planned changes, ensuring minimal disruption to services. Validate change readiness and post‑implementation reviews.
• Incident & Problem Management: Lead root cause analysis for recurring incidents, develop permanent solutions, and track corrective actions to prevent recurrence.
• Configuration Management: Maintain accurate configuration records in the CMDB, ensuring data integrity and accessibility for all stakeholders.
• Continuous Learning & Mentorship: Stay current with industry trends, emerging technologies, and best practices. Share knowledge with peers and junior analysts to foster a culture of learning.

Essential Qualifications

• Minimum of 2 years of experience in IT service delivery, preferably within a regulated financial services environment.
• Strong understanding of ITIL v4 framework and proven ability to apply its principles in a fast‑paced setting.
• Demonstrated experience managing change, incident, problem, and configuration processes.
• Excellent analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Strong communication skills—both written and verbal—capable of translating technical concepts for non‑technical audiences.
• Proficiency with service management tools (e.g., ServiceNow, Jira Service Management) and data visualization platforms (e.g., Power BI, Tableau).
• Experience working in a cross‑functional team environment, collaborating with product, engineering, and compliance stakeholders.
• Self‑motivated, detail‑oriented, and able to manage multiple priorities in a dynamic environment.

Preferred Qualifications

• ITIL Foundation certification or higher (e.g., ITIL Expert).
• Experience with automation tools such as Ansible, Puppet, or Chef.
• Knowledge of regulatory frameworks relevant to financial services (e.g., PCI DSS, SOX, GDPR).
• Background in data analytics or data science, with proficiency in SQL and Python.
• Experience leading or participating in continuous improvement initiatives (e.g., Kaizen, Six Sigma).
• Previous exposure to cloud platforms (AWS, Azure, GCP) and related service management practices.

Skills & Competencies

• Technical Acumen: Ability to understand complex IT infrastructures, including networks, servers, databases, and cloud services.
• Problem‑Solving: Strong analytical mindset, capable of diagnosing issues quickly and proposing effective solutions.
• Project Management: Experience managing projects or initiatives, including planning, execution, and stakeholder communication.
• Customer Focus: Passion for delivering outstanding service and a proactive approach to anticipating customer needs.
• Collaboration: Comfortable working with diverse teams and building strong relationships across the organization.
• Adaptability: Thrives in a fast‑moving environment, adjusting priorities as business needs evolve.
• Continuous Improvement: Commitment to learning and applying new methodologies to enhance processes.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the work you do. As an IT Service Delivery Analyst, you will have access to:

• Structured learning paths, including certifications in ITIL, cloud technologies, and data analytics.
• Mentorship programs pairing you with senior leaders in IT operations and product management.
• Cross‑functional projects that expose you to new domains such as cybersecurity, data governance, and digital transformation.
• Opportunities to lead initiatives that shape the future of our service delivery framework.
• Regular performance reviews and career coaching to help you set and achieve ambitious goals.

Work Environment & Culture at brighthush

brighthush fosters a culture of innovation, inclusivity, and collaboration. Our Boise office is a vibrant hub where creativity meets technology. You’ll find:

• A flexible work schedule that supports work‑life balance.
• Collaborative spaces designed to spark idea exchange and teamwork.
• Regular hackathons and innovation challenges that encourage experimentation.
• A commitment to diversity and inclusion, ensuring every voice is heard.
• Community outreach programs that allow employees to give back to local charities and schools.

Compensation & Benefits

While specific figures vary based on experience and role, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for IT service delivery professionals.
• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development budget for certifications, conferences, and training.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee stock purchase plan and equity options for eligible roles.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking organization that values your expertise, encourages your growth, and rewards your contributions. You’ll work alongside passionate professionals who are dedicated to delivering world‑class financial services while pushing the boundaries of technology. Your work will directly impact millions of customers, ensuring they have reliable, secure, and innovative solutions at their fingertips.

How to Apply

Ready to elevate customer experience and drive continuous improvement at brighthush? Submit your application through our careers portal or click the link below to apply directly: