IT Service Delivery Analyst

POSITION DESCRIPTION: 

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IT SERVICE DELIVERY ANALYST- 55001450 Job Details | State of Florida

The Work You Will Do:

IT Service Delivery Analyst-Office of Toll Operations-Toll Data Center

This position will monitor and analyze service delivery metrics, performance data, and Service Level agreements while identifying trends and recurring issues to suggest process improvements or preventative actions.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

7941 Glades Rd.

Boca Raton, FL 33434

Annual Salary Range:

$45,699.71  - $50,000.00

Your Specific Responsibilities:

Monitor and analyze service delivery metrics, performance data, and SLAs (Service Level Agreements). Act as the first point of escalation for service-related issues or complaints. Coordinate with internal teams (e.g., IT support, network, infrastructure) to ensure timely resolution of incidents and service requests. Support Information Technology Infrastructure Library (ITIL) processes like incident management, problem management, change management, and asset management. Maintain accurate configuration records for hardware and software assets in the Configuration Management Data Base (CMDB).

Identify trends and recurring issues to suggest process improvements or preventive actions. Assist in the preparation and presentation of service performance reports to stakeholders. Support service review meetings with clients and stakeholders. Perform root cause analysis to prevent recurrence of issues.

Participate in change management and incident management processes. Document and maintain service delivery procedures and knowledge base content. Participate in Change Advisory Boards (CABs) to evaluate the impact of proposed changes. Ensure changes are documented, tested, and implemented with minimal disruption.

Communicate service outages, maintenance windows, and updates to stakeholders. Coordinate with third-party vendors or service providers for escalations or support. Identify inefficiencies in service delivery and suggest improvements. Document standard operating procedures (SOPs), incident resolution steps, and service workflows.

Ensure compliance with internal standards, security policies, and regulatory requirements. Contribute to the development of new service offerings and/or improvements to existing ones.

Perform other duties as assigned. Serves in times of emergency to support state response efforts and ensuring continuity of operations. 

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• Information Technology principles and practices
• ITIL framework and service management principles

Skills in:

• IT Service Management tools (e.g., ServiceNow, Jira Service Desk, BMC Remedy)
• analyzing and providing solutions to complex problems
• excellent verbal and written communication and interpersonal skills
• Customer Service Orientation and attention to detail
• service delivery and IT support

Ability to:

• manage multiple priorities in a fast-paced environment

The State’s total compensation package for employees features a highly competitive set of employee benefits including: 

• Health insurance (over 90% employer paid)
• $25,000 life insurance policy (100% employer paid)
• Dental, vision and supplemental insurances
• State of Florida retirement package
• 10 paid holidays a year
• Generous vacation and sick leave
• Career advancement opportunities
• Tuition waiver for public college courses
• A variety of training opportunities
• Employee Assistance Program (EAP)