IT Operations and Service Delivery Analyst
Contract Duration: 12 months
Location: Washington, DC (Hybrid - 3 days/week on-site)
Job Summary
We are seeking a detail-oriented IT Operations and Service Delivery Analyst to support the governance and management of critical IT Service Management (ITSM) processes, including Incident, Change, and Problem Management. This role requires collaboration across teams to enhance IT operations, facilitate key meetings, and uphold service delivery standards. With a strong focus on process improvement and vendor management, the successful candidate will bring analytical expertise and communication skills to drive operational excellence in a dynamic environment.
Key Responsibilities
Service Management Governance
- Govern and execute Incident, Change, and Problem Management processes.
- Document ITSM activities, including meeting notes, process enhancements, and operational agreements.
- Facilitate gate reviews, change advisory boards, and IT operational meetings.
- Act as a liaison between business units and IT teams to deliver effective process solutions.
Process Improvement and Quality Assurance
- Utilize structured methodologies to gather, analyze, and document process improvement requirements.
- Support quality assurance by validating test completeness and readiness for production releases.
- Promote awareness of IT Service Management processes and roles across business and IT departments.
Vendor and Performance Management
- Ensure effective vendor management practices, including KPI development and contract execution.
- Monitor key performance metrics for customer satisfaction and vendor compliance.
- Investigate, resolve, and escalate service-related issues as necessary.
Documentation and Training
- Develop user manuals, knowledge bases, and provide user training.
- Maintain expertise in contract management best practices, including Ariba On-Demand and forensic accounting.
Qualifications
- Education:
- Bachelor's degree in Information Technology or equivalent experience.
- Skills and Expertise:
- Strong customer service, communication, and interpersonal skills.
- Demonstrated analytical capabilities and experience in vendor management.
- Familiarity with IT operations, service management functions, and KPI reporting.
- Knowledge of Six Sigma/Lean principles and ITIL certification is a plus.
Preferred Competencies
- Experience with Ariba On-Demand, forensic accounting, and contract management.
- Proven ability to deliver process improvement initiatives in IT environments.
