The Economist Group
ServiceDeliveryAssociate
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“Service Delivery Associate at The Economist Group. Skills: IT service management, ITSM processes, Major Incident Management, Incident, Service Requests & Problem Management, Change & Release Management, Continuous Service Improvement, Stakeholder & Communication Management. supporting IT service management processes. ensuring smooth operations”
Industry & Context.
analytical and problem-solving skills; root cause analysis; implement preventive measures
What They're Looking For.
Must Have
Bachelor's degree in Information Technology, Computer Science, or a related field, 3 to 6 years of experience in IT service management, help desk, or technical support, Thorough understanding of ITIL principles and IT service management frameworks, Familiarity with IT operations, cloud services, and enterprise IT environments, analytical and problem-solving skills, Excellent communication and interpersonal skills, Ability to work in a fast-paced environment and manage multiple priorities, Detail-oriented with organizational skills
Nice to Have
ServiceNow Certified System Administrator
What You'll Do.
supporting IT service management processes
ensuring smooth operations
contributing to continuous service improvement
assisting with Incident
and Service Request management
working closely with IT
Vendors and stakeholders
maintain high service quality and efficiency
Assist in managing ITSM processes
Ensure compliance with ITIL best practices and organizational policies
Support service level agreements (SLAs) and internal OLAs
Monitor ITSM tool usage and ensure accurate documentation
Contribute to delivering our service management strategy
Build relationships with engineers and business stakeholders
Support the transition of new services and features into BAU support
Responsible for overseeing and resolving high-priority IT incidents
Coordinate response efforts
engage relevant teams
communicate updates to stakeholders
and drive rapid resolution
Analyze incidents to identify root causes and implement preventive measures
tracking and resolving IT incidents
Service Requests & Problems
Take ownership of ticket queues
manage aging and keep daily churn healthy
Work with technical teams to perform root cause analysis and implement preventive measures
Maintain incident records and generate reports for performance analysis
Support change management processes
documentation and workflows
Assist in coordinating planned system changes and evaluating their impact
Monitor post-change performance
Identify areas for improvement in ITSM processes and suggest enhancements
Support automation initiatives and efficiency improvements
Assist in gathering and analyzing service performance data
Contribute to reporting and the development of service dashboards
Support the use of automation and AI to streamline processes
Act as a point of contact for IT service-related queries and escalations
Collaborate with IT teams and business stakeholders
Participate in service review meetings and contribute to reporting activities
How You'll Work.
Team & Collaboration
working closely with IT, DevOps, Engineering, Product, Project, Support teams, Vendors and stakeholders; Build relationships with engineers and business stakeholders; Work with technical teams to perform root cause analysis; Collaborate with IT teams and business stakeholders to ensure service alignment
Communication Scope
Excellent communication and interpersonal skills; communicate updates to stakeholders
Full Job Description
Who we are We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them. We deliver analysis and insights in many formats to subscribers and businesses in 170 countries through our three businesses, The Economist, Economist Enterprise and Economist Education, which uphold our global reputation for excellence and integrity. Job Summary: The Service Delivery Associate will be responsible for supporting IT service management processes, ensuring smooth operations, and contributing to continuous service improvement for various TEG Business Units - Economist Intelligence, Economist Impact and Economist Newspaper. This role involves assisting with Incident, Problem, Change, and Service Request management, working closely with IT, DevOps, Engineering, Product, Project, Support teams, Vendors and stakeholders to maintain high service quality and efficiency. Key Responsibilities: Service Management & Operations: Assist in managing ITSM processes, including Major Incident, Incident, Service Request, Problem, Change, and Request Management. Ensure compliance with ITIL best practices and organizational policies. Support service level agreements (SLAs) and internal OLAs. Monitor ITSM tool (JIRA, Confluence, ServiceNow, etc) usage and ensure accurate documentation of incidents and requests. ITSM Process Documentation for Digital Products & Services Contribute to delivering our service management strategy Build strong relationships with engineers and business stakeholders Support the transition of new services and features into BAU support Major Incident
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