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Service Delivery Analyst - Assist in oversight of IT Infrastructure managed services contract
Asset Management position-
Part of a 9 person team that oversees the technical aspects of IT Infrastructure service delivery for Virginia Executive Branch agencies. 56k PCs, 3600 servers, 2000 locations, 74 agencies. The environment is dynamic and at times fast paced.
Assist multiple service delivery managers in vendor oversight of the IT infrastructure managed services contract:
• Assist in oversight of software and hardware asset management program
• Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
• Assist in the oversight of Network, Voice, Help Desk, and/or Personal Computing services
• Review service level agreement results
• Review vendor invoices
• Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
• Assist with the documentation of various processes and procedures.
Skill | Required / Desired | Amount | of Experience |
Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment | Required | 1 | Years |
Experience utilizing ITIL framework | Required | 1 | Years |
Experience with hardware and software asset management | Required | 1 | Years |
skilled in oral and written communication as it pertains to interpreting technical information and business needs | Required | 1 | Years |
demonstrated ability to work with management, customers, and vendors to resolve problems | Required | 1 | Years |
ITIL Foundations certification | Desired | 1 | Months |
knowledge and experience working with state/agency | Desired | 1 | Months |
