Service delivery analyst

Service Delivery Analyst

Req number:

R6490

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Service Delivery Analyst ready to take us to the next level! If you have experience in service delivery or workforce management, and are looking for your next career move, apply now.

Job Description

We are seeking a Service Delivery Analyst to provide client-facing service delivery, manage VMS platforms, and analyze workforce data to enhance operational efficiencies. This position will be full-time and remote .

What You'll Do

• Act as a client-facing contact for service delivery, ensuring a positive client experience and addressing inquiries or escalations promptly

• Serve as the subject matter expert for VMS platforms, offering guidance, troubleshooting, and best practices to maximize system functionality

• Coordinate and manage the successful implementation of Workforce Services Practice contracts, ensuring compliance with Service Level Agreements

• Analyze workforce data within the VMS to generate actionable insights that improve client outcomes and operational efficiency

• Develop, maintain, and present customized reports and dashboards for clients and stakeholders

• Ensure data accuracy across systems, identifying discrepancies and implementing corrective actions

• Collaborate with industry partners and cross-functional teams to streamline service delivery processes and enhance program effectiveness

• Monitor and evaluate the performance of the VMS program, proactively identifying opportunities for improvement and presenting recommendations

• Provide training and ongoing support to VMS users, including clients and internal teams, to ensure optimal utilization of system capabilities

• Prepare and deliver service delivery performance reviews to management and clients, highlighting successes, challenges, and opportunities for improvement

What You'll Need

Required:

• Bachelor's degree in Business Administration, Information Technology, or a related field

• Extensive experience in a client-facing role within service delivery or workforce management

• Advanced expertise in VMS platforms, including configuration, optimization, and troubleshooting

• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and deliver actionable insights

• Proficiency in data visualization tools such as Tableau, Power BI, or similar platforms

• Excellent communication and interpersonal skills, capable of building and maintaining strong relationships with clients and internal teams

• Proven ability to manage multiple tasks and meet deadlines in a dynamic environment

Preferred:

• Experience with VMS platforms (e.g., VectorVMS, Fieldglass, Beeline, or similar systems)

• Experience in workforce management or related programs

• Familiarity with programming languages such as Python or R

• Knowledge of workforce data governance and compliance requirements

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 - 8111.

$60,000 - $65,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.