Service Delivery Analyst

About the role

Eclosia Technology Services is seeking a Service Delivery Analyst to act as a bridge between customers, third‑party providers and internal teams. You will ensure incidents are resolved efficiently, support ERP integrations and help maintain a robust knowledge base for evolving IT solutions.

Key responsibilities

• Collaborate with third parties and customers to resolve incidents and assistance requests.
• Design, develop, document, and lead clients through support phases for IT solutions.
• Work closely with internal teams to ensure cross‑functional collaboration on support topics.
• Provide specialized support for ERP systems and related third‑party interfaces.
• Maintain and update a knowledge repository of current and future solutions.

Required profile

• Degree in Business, IT, Accounting or a related field.
• Minimum 3 years of relevant experience.
• Strong understanding of business processes in finance, trade, logistics and manufacturing.
• Fluent written and spoken English and French.
• Valid driving licence and willingness to work beyond regular hours when needed.

Required skills

• ITIL knowledge.
• Experience with ERP systems, preferably Microsoft Dynamics 365 Finance & Operations.
• Proficiency in SQL and query languages.