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Service Delivery Analyst
Ref No.: 15-00089
Location: Chester, Virginia
Virginia Information Technology Agency 
Chester VA
4 Months Approx
In Person Only


Service Delivery Analyst

Assist multiple service delivery managers in vendor oversight of the IT infrastructure managed services contract.
• Assist Service Managers in vendor oversight duties.
• 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

• 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 Microsoft Exchange
• 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)
• ITIL Foundations certification or equivalent proven  knowledge and experience
•  Experience in State/Agency is a plus
 
Skill
 
Required / Desired
 
Amount
of Experience
Expertise Rating
 
 
ITIL framework
Required
3
Years
 
 
understand service management including contract and vendor management in IT outsourcing or shared service environment
Required
5
Years
 
 
Microsoft Exchange
Required
3
Years
 
 
interpreting technical information and business needs
Required
5
Years
 
 
 
 
 
Global Candidate Requirements
Skill
Required / Desired
 
Amount
of Experience
Expertise Rating
 
 
 
 
 
 
Certification and Screening Criteria
     
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Location(s)
Date Achieved
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Date
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Required before Engagement
 
 
 
 
 
 
Questions
     
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Question 1
Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
 
Question 2
Please list candidate's email address that will be used when submitting E-RTR.