Service Delivery Analyst

Service Delivery Analyst

Textron Systems is part of Textron, a $14 billion, multi-industry company employing 35,000 talented makers, thinkers, creators and doers worldwide. We make things that fly, hover, zoom and launch. Things that move people. Protect soldiers. Power industries. We serve customers in industries spanning aerospace and defense, specialized vehicles, turf care and fuel systems.

This role is in Textron System’s Information Technology business area. Visit  &  to read more about who we are and the products we make!

In this role, you will be responsible for:

• Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
• Deliver outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
• Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.
• Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
• Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
• Ticket queue management to ensure timely initial contact, assignment, and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
• Identify and collaborate across IT teams, including application teams, corporate IT, and third‑party providers to deliver solutions for advanced customer inquiries and challenges.
• Design and implement IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
• Work collaboratively with IT application teams, end users, business leadership, corporate IT, and third‑party IT service providers
• Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
• Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvement
• Conference room software and hardware support, and hands‑on support for meetings
• Support executive leaders and on‑site executive meetings
• Actively participate on various IT strategic project teams and drive timely delivery of key milestones
• Vendor relationship management for hardware, software, service, and audio/visual support

• Bachelor’s degree in Information Technology, Information Systems, Computer Science or a related field
• 2 years of previous customer service experience, with proven interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds
• Strong critical thinking skills to manage ambiguity and troubleshoot a variety of issues
• Knowledge of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and cybersecurity standards and policies
• Strong knowledge of IT systems including Microsoft Windows and Windows Update processes
• Microsoft Windows Server, Active Directory, and SQL Server
• Knowledge and experience with ticket management software, workflow development and automation best practices. Experience with Service Now a plus
• Proficiency with Microsoft 365 suite including Office applications, Teams, Outlook, SharePoint, One Drive
• Self‑motivated and takes initiative to go beyond the minimum requirements. Passion for learning, problem‑solving, and developing new skills within the field of IT.
• Strong organizational aptitude to manage and balance competing priorities

• Flexible Work Schedules
• Education Assistance
• Employee Resource Groups (ERGs)
• Career Development & Training Opportunities
• Wellness Program (including Fitness Reimbursement)
• Medical, Dental, Vision & 401(K) with Company Funding
• Paid Parental Leave
• Are you a Military Veteran?

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.