Senior IT Service Delivery Analyst

Job Description

Job Description

Description

As a Senior IT Service Delivery Analyst at Impulse, you are responsible for advanced technical troubleshooting, service reliability, and operational excellence within the IT service delivery organization. This role serves as the highest technical escalation point for complex end-user technology issues and drives improvements to service delivery processes, tooling, and operational standards. 

The Senior Analyst partners with infrastructure, security, and platform engineering teams to ensure stable, secure, and scalable enterprise technology services. 
Responsibilities

• Act as the primary escalation point for complex service delivery incidents  
• Lead troubleshooting for high-impact or cross-system technical issues  
• Diagnose issues across endpoint systems, identity platforms, enterprise SaaS services, and network connectivity  
• Lead major incident response and service restoration efforts  
• Conduct root cause analysis and post-incident reviews  
• Design and implement improvements to service delivery workflows and operational tooling  
• Design and implement automation solutions that improve service reliability and operational efficiency  
• Lead initiatives to eliminate recurring operational toil within service delivery processes  
• Mentor and provide technical guidance to service delivery analysts 
• Maintain and improve service documentation, runbooks, and operational procedures  
• Lead IT infrastructure deployments for office expansions, workspace buildouts, and technology refresh initiatives 
• Plan and oversee low-voltage cabling, network hardware installation, and workplace technology deployments  
• Coordinate with facilities teams, contractors, and vendors during infrastructure installations 
• Ensure deployments align with network architecture, security requirements, and operational standards  
• Collaborate with engineering teams to improve endpoint platforms and workplace technology services  

Minimum Qualifications

• 6+ years of enterprise IT support or service delivery experience 
• 3+ years of demonstrated hands-on Linux administration experience
• Demonstrated proficiency supporting multi-OS enterprise environments (Windows, macOS, Ubuntu/Linux) 
• Demonstrated experience troubleshooting expertise across endpoint systems, identity services, enterprise SaaS platforms, and network connectivity  
• Experience leading major incident response and service restoration  
• Experience working with enterprise identity, endpoint management, and workplace technology platforms  
• Demonstrated experience improving operational processes and service reliability  

Preferred Skills and Experience

• Strong cross-team collaboration and communication skills 

Certifications (Preferred)  

• ITIL Managing Professional or equivalent service management certification 
• Security+ , CySA+ , or comparable security certification 
• Advanced endpoint, identity, or enterprise platform certifications 
• Relevant automation, systems administration, or cloud platform certifications  

Physical Requirements  

• Ability to lift and move equipment up to 50 lbs  
• Ability to work on ladders or lifts during infrastructure installation 
• Ability to work in office, lab, and operational environments  
• Ability to perform structured cabling installation and termination  

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options , and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan .

Impulse Space’s spacecraft manufacturing business is subject to U.S. export regulations including the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). This position requires applicants to be either U.S. Persons (i.e., U.S. citizen, U.S. national, lawful permanent U.S. resident (green card holder), an individual granted asylum in the U.S., or an individual admitted in U.S. refugee status) or persons eligible to obtain an export license from the U.S. Departments of State, Commerce, or other applicable U.S. government agencies. Learn more about the ITAR here.  

Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.