Service Delivery Analyst (Ref: 626)

Company Name:
Professional Technology Integration Inc
Applications are completed online. Go here to register, log in and
Note: There are 3 positions with similar requirements. To be considered for the all 3 positions, you must apply to each online.
Position: Service Delivery Analyst (Ref: 626)
Location: Chester,VA,23836,USA
Duration: 10 Months 27 Days - Contract
Openings: 3
Pay Rate: $35.00/hr
Assist multiple service delivery managers in providing Cross Functional Services oversight of the IT infrastructure managed services contract.
Manage Service Level Agreement Oversight Process
Assist NWS, EUS, and Telco Service Leads in vendor oversight duties.
Manage RU Oversight Process
Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
Review service level agreement results
Review vendor invoices
Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
Oversee Incident RCA Process
Oversee Change Management Process
Oversee Problem Management Process
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 comms 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.
What knowledge, skills, abilities, experiences, certifications are needed for this position?
Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment
Knowledge and experience with utilizing the ITIL framework
Knowledge and experience with IT Infrastructure Oversight
Skilled in oral and written communication as it pertains to interpreting technical information and business needs.
Demonstrated ability to work with management, customers, and vendors to resolve problems.
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
Required / Desired Skills
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 Years)
CoVA state/agency experience (Highly Desired 2 Years)
Applications are completed online. Go here to register, log in and

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