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Sr. Service Delivery Analyst

Company Overview

Sumitomo Corporation (SC) is one of the largest integrated trading groups in the world, employing over 70,000 people in 160 locations across 65 countries. Our asset base is diverse and is continually expanding into a varied range of products and services. We lead the way in sourcing and supplying tubular products, offering a wide variety of high-grade tubular goods to the energy, petrochemical, and other industries.

Ascend SC, a subsidiary of Sumitomo Corporation, supports its parent company's Tubular business by providing consulting services to SC's global business units. Our consulting activities focus on the implementation and ongoing support of integrated Oil Country Tubular Goods (OCTG) supply programs, the development and maintenance of information technology tools to manage these programs, and the strategic development of SC's global Tubular business.

Job Summary

We are seeking an experienced Service Delivery Analyst to serve as a senior member of our IT support team, providing exceptional technical support to end-users while managing multiple workstreams in a dynamic environment. This role combines hands-on technical troubleshooting with ticket management, documentation, and cross-functional collaboration to ensure seamless service delivery across the organization

Key Responsibilities

Provide expert-level technical support to end-users via phone, email, chat, and in-person interactions
Respond to and resolve complex technical issues escalated from junior support staff
Diagnose and troubleshoot hardware, software, and network connectivity issues
Serve as an escalation point for challenging technical problems, determining when to engage specialized teams, MSPs, or vendors
Track escalated issues through to resolution, ensuring timely communication with end-users
Participate in on-call rotation to provide after-hours and emergency support
Evaluate emerging technologies and applications, improve support processes and user experience, validate updates before deployment, and recommend solutions that boost productivity and reduce enduser friction.
Deliver enduser training, mentor junior support staff, lead newhire technology onboarding, and identify training needs to reduce support volume and improve overall user proficiency.
Support all audiovisual operations by managing and troubleshooting AV equipment, handling event setup and teardown, maintaining inventory and repairs, providing onsite assistance for highvisibility meetings, and documenting configurations with user-friendly guides.
Ticket & Workload Management
Create, update, prioritize, and manage support tickets using the company’s help desk ticketing system
Plan and track workload using Jira, maintaining accurate sprint and task boards
Manage multiple concurrent workstreams while meeting SLA commitments
Triage incoming requests and assign appropriate priority levels
Generate reports on ticket metrics, trends, and service delivery performance
Knowledge Management & Documentation
Create and maintain comprehensive support documentation and knowledge base articles
Document solutions to recurring issues to enable faster resolution and self-service
Develop user guides, quick reference materials, and training resources
Contribute to runbooks and standard operating procedures for the support team
Keep documentation current as systems and processes evolve

Core Capabilities

Experience

3+ years of progressive IT experience with increasing responsibility
2+ years of hands-on experience in end-user support, help desk, or similar customer-facing technical role
Proven ability to manage multiple priorities and workstreams simultaneously
Experience working with ticketing systems and work management tools

Technical Skills

Expert knowledge of Windows desktop operating systems and common productivity applications
Strong understanding of Active Directory user and group management
Proficiency in troubleshooting hardware issues (desktops, laptops, printers, peripherals)
Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Experience supporting Microsoft Office 365 and related cloud services
Ability to troubleshoot mobile devices (iOS and Android) and mobile device management solutions
Familiarity with remote support tools and techniques
Experience with Active Directory, Exchange Online, and enterprise Microsoft 365 services
Knowledge of Jira or similar work management platforms
Familiarity with audiovisual systems and conference room technology
Experience with Mobile Device Management (MDM) solutions such as Intune
Understanding of ITIL framework and IT service management best practices

Professional Skills

Exceptional analytical and problem-solving abilities with a methodical troubleshooting approach
Outstanding communication skills with the ability to explain technical concepts to non-technical users
Strong customer service orientation with patience and empathy
Self-motivated with demonstrated ability to research, learn independently, and apply new knowledge
Excellent time management and organizational skills
Ability to work effectively both independently and as a collaborative team member
Calm and effective performance under pressure during critical incidents
Experience in a regulated industry or with compliance requirements
Preferred Certifications
Relevant certifications such as:
CompTIA A+
Microsoft 365 Certified: Modern Desktop Administrator Associate
HDI Support Center Analyst
ITIL Foundation

Why Join Us?

Opportunity to work with a passionate and collaborative team.
Access to cutting-edge technologies and professional development.
We offer competitive base salaries, bonus incentives (based on personal and company performance), a 5% company match on 401K, comprehensive medical (HSA and PPO), dental, vision, life insurance, and disability benefits.
We also understand the importance of work-life balance and offer a hybrid schedule. This role is in the office Tuesday through Thursday, as needed by leadership and work demands.
Applicants must be authorized to work in the U.S. without sponsorship now or in the future.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Physical requirements:

Prolonged periods of sitting or standing at a desk and working on a computer.
Must be able to lift 20 pounds at times.

Applicants must be currently authorized to work in the United States on a full‑time basis. We are unable to initiate, transfer, or extend employment visa sponsorship for this position.

Benefits: