Service Delivery Analyst (BJJOB1435_16478)

Assist multiple service delivery managers in navigating the Service Lifecycle Management Process by being the POC for all SLM activities in Technology Services.
Serve as primary SME for SLM process activities for the Technology Services group.
Solicit input from service leads necessary to complete service lifecycle process and ensure that gates are cleared.
Ensure that the IT Service Catalog is kept up to date for all Technology Services service offerings.
Ensure plans are developed and approved for all new services, service changes, and service impacting projects.
Ensure service QA/QC activities are conducted and results are acted upon.
B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)
Advanced ITIL certification or equivalent proven knowledge and experience
Experience in State/Agency is a plus
Best practices in service management including contract and vendor management in and IT outsourcing or shared service environment Required 4 Years
Experience utilizing ITIL Required 2 Years
Experience with IT Infrastructure Oversight Required 4 Years
Strong oral and written communication - must be able to interpret technical information and business needs Required 4 Years
Strong customer service skills across management, customers, vendors Required 4 Years
ITIL certification Highly desired 1 Year
CoVA state/agency experience Highly desired 2 Years

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