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Service Delivery Analyst SLM

Position Title: Service Delivery Analyst SLM
Work Location: CESC, Chester VA


Complete Description:
Assist multiple service delivery managers in navigating the Service Lifecycle Management Process by being the POC for all SLM activities in Technology Services.
o Serve as primary SME for SLM process activities for the Technology Services group.
o Solicit input from service leads necessary to complete service lifecycle process and ensure that gates are cleared.
o Ensure that the IT Service Catalog is kept up to date for all Technology Services service offerings.
o Ensure comms plans are developed and approved for all new services, service changes, and service impacting projects.
o Ensure service QA/QC activities are conducted and results are acted upon.

What knowledge, skills, abilities, experiences, certifications are needed for this position?
o Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment
o Knowledge and experience with utilizing the ITIL framework
o Knowledge and experience with IT Infrastructure Oversight
o Skilled in oral and written communication as it pertains to interpreting technical information and business needs.
o Demonstrated ability to work with management, customers, and vendors to resolve problems.
o B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)
o Advanced ITIL certification or equivalent proven knowledge and experience
o Experience in State/Agency is a plus.

Skills
Best practices in service management including contract and vendor management in and IT outsourcing or shared service environment
Experience utilizing ITIL
Experience with IT Infrastructure Oversight
strong oral and written communication - must be able to interpret technical information and business needs
strong customer service skills across management, customers, vendors
ITIL certification
CoVA state/agency experience

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