Service Delivery Analyst IIWildfire Defense Systems, Inc. ("WDS") is a Qualified Insurance Resource (QIR) operating the largest private sector wildfire service in the nation, encompassing a 22-state service area and specializing in wildfire education, loss prevention, and wildfire response services. WDS holds contracts with insurance companies to provide wildfire loss prevention services. WDS fields experienced, highly trained, safety-focused wildfire officers and fire personnel that hold a wide range of Federal Wildfire Incident Command position classifications necessary to meet or exceed all federal wildfire operation standards and codes including all requirements of the National Wildfire Coordinating Group ("NWCG") or equivalent. WDS is capable of providing more than 180 wildland engines and hundreds of fire personnel and support personnel. WDS has served large and small insurance clients since 2008.The Service Delivery Analyst II is a year-round support position within the Professional Services Business Unit at Wildfire Defense Systems. This position is responsible for ensuring the effective delivery of services, managing performance metrics, and supporting operational excellence within the organization. This position reports to the Service Delivery Optimization (SDO) Manager and is within the Service Delivery Optimization Department of Professional Services.
Duties and Responsibilities:- Performance Management
- Assist in managing team member workflows and upper-level communications.
- Managing Surge Management TeamManage and delegate interdepartmental communications
- Manage Project and Priority distribution amongst team members
- Performance Monitoring
- Responsible for tracking and analyzing service delivery performance metrics, ensuring that services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Examples include:
- Provide quality control of operational processes
- Analyzing real time data and reporting to leadership and field employees to maintain feedback and improvement loops daily
- Reporting and Insights
- Maintain client and internal dashboard reporting that provide insights into service performance, communicate services performed for clients, and help inform decision-making and strategic planning. Examples include :Provide processing and quality control of property reports
- Provide processing and quality control of daily shift reports for billing purposes
- Provide needed reporting and analytics to senior leadership
- Issue Resolution
- Act as a point of contact for service-related issues, providing recommendations for improvements and ensuring timely resolution of problems. Examples include:
- Identify issues, improvement opportunities, and risks for escalation
- Financial Oversight
- Involved in financial reporting related to service delivery operations. Examples include:
- Review field expenses for proper documentation and stewardship
- Oversee the process and management of company travel platforms
- Assist with QA/QC of field personnel work assignments to ensure proper accountability for billing purposes
- Stakeholder Engagement
- They collaborate with various stakeholders, including vendors and internal teams, to align technology solutions with business objectives and improve service delivery processes. Examples include:
- Training both seasonal and field employees
- Assist SDO Manager in special projects and assignments
- Other duties as assigned
Qualifications:
(i.e., education, certifications, years of experience, etc.):Proven software competency, i.e., MS Office Suite, Google Earth, resource management software platform. Completion of an undergraduate program or equivalent experience (B.A, or B.S)1 year of service delivery experience
Preferred Experience:
1 year of wildfire or emergency management experience
Knowledge, Skills, Abilities, & Personality Characteristics:
- Detail-oriented to provide prescribed levels of quality control
- Strong analytical skills to synthesize data inputs into a clear output
- Ability to remain composed under stress while providing excellent customer service to stakeholders
- Clear, concise, and straightforward technical writing ability
- Collaborative focus with ability to prioritize tasks in a fast-paced, rapidly changing environment
- Positive, constructive, and supportive attitude towards customers, employees, and the company
- Position Type / Expected Hours of Work:
This is a full-time, salary position with varying shifts. Shifts will include nights and weekends (Saturdays, Sundays, and some holidays) on a rotation basis. Operating hours vary by season, ranging from 7:00am to 10:00pm MST. Occasional overtime may be needed to meet changing fire conditions, deadlines, client contracts or any other operational requirements.
Wildfire Defense Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
