IT Service Delivery Analyst - 55001450

IT Service Delivery Analyst- 55001450

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state's economic competitiveness, prioritizes Florida's environment and natural resources, and preserves the quality of life and connectedness of the state's communities.

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

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.

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.

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.

Office of Toll Operations

7941 Glades Rd.

Boca Raton, FL 33434

$45,699.71 - $50,000.00

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.

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)

For additional benefit information available to State of Florida employees, visit: https://www.mybenefits.myflorida.com/

You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

The Florida Department of Transportation values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at (850) 414-5300 for assistance.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.