Delivery Support Analyst

About the Role

Level Access focuses on digital accessibility and building inclusive online experiences. The Associate Delivery Support Analyst plays a key part in keeping delivery operations running smoothly by handling support tickets efficiently, accurately, and in line with established procedures.

This role partners closely with internal teams and stakeholders to sort, route, resolve, and follow up on delivery-related requests. A strong grasp of ticket content, quick decision-making, and consistent process adherence are central to success in this position.

Core Responsibilities

• Review incoming delivery support tickets, classify them by type and priority, and escalate items that require specialized attention or fall outside standard procedures.
• Direct tickets to the correct team member or function based on urgency and complexity while staying aligned with service-level commitments.
• Keep a close watch on active ticket queues, respond promptly to delays, and notify team leads when timing risks may affect service delivery.
• Answer questions about ticket handling from internal colleagues and outside partners using approved workflows, and escalate unusual situations when needed.
• Act as a primary point of contact for internal teams and clients when issues arise, ensuring communication remains clear and consistent throughout the resolution process.
• Share progress updates with stakeholders so expectations remain aligned and ticket status remains transparent.
• Identify unresolved, high-impact, or urgent matters and bring them to senior analysts or management without delay.
• Check completed tickets and tasks against quality standards before they are closed or moved ahead in the workflow.
• Confirm that internal and external work follows routing rules and operational guidelines as intended.
• Re-route items when quality expectations are not met and escalate to senior analysts when additional support is required.
• Continuously verify that processes are being followed correctly and surface workflow gaps or inefficiencies to leadership for review.

Qualifications and Skills

The ideal candidate brings strong attention to detail, solid organization, and the ability to manage multiple priorities in a fast-moving environment. Clear written and verbal communication is important, as the role requires regular interaction across teams and with stakeholders.

Comfort working with ticketing, workflow automation, and project management tools is valuable, along with the ability to learn new systems quickly. Strong judgment and a proactive approach to identifying process issues are also important.

Requirements

• Bachelor’s degree in business administration, information systems, supply chain, or a similar discipline, or equivalent relevant experience.
• Excellent organizational and multitasking abilities.
• Working knowledge of ticketing platforms such as Jira or ServiceNow, or a willingness to become proficient in them.
• Basic command of Microsoft Office applications, including Excel, Word, and Outlook.
• Familiarity with Salesforce, Zendesk, or workflow automation tools is considered an advantage.

Benefits and Additional Information

This is a full-time salaried role with a competitive benefits package. Offerings include bonus potential, generous paid time off, paid holidays, and programs that support employee well-being and work-life balance.

Applicants seeking immediate consideration are encouraged to submit a resume for review.

Level Access is an equal opportunity employer and is committed to workforce diversity. Reasonable accommodations are available throughout the hiring process.

The company uses AI-enabled tools to support parts of recruitment, including résumé screening, skills assessments, interview scheduling, and communication. These tools assist recruiters but do not make final hiring decisions, and all AI-supported steps are reviewed by humans. Candidate information is handled according to the company’s privacy statement, Trust Center, and applicable regulations.

For reference, the company’s privacy and trust resources are available through its official policy pages.