IT Operations and Service Delivery Analyst

We are seeking a detail-oriented IT Operations and Service Delivery Analyst to join our team in Washington, DC. This role supports the governance and management of key IT service management processes, including Incident, Change, and Problem Management. The successful candidate will collaborate with cross-functional teams to improve IT operations, facilitate key meetings, and ensure adherence to service delivery standards. With a strong focus on process improvement and vendor management, this role requires excellent analytical and communication skills, along with the ability to drive operational excellence in a fast-paced environment.

Responsibilities

• Assist in the governance and execution of Incident, Change, and Problem Management processes.
• Document service management activities, including meeting notes, process improvements, 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 process solutions that meet user needs.
• Utilize structured methods to gather, analyze, and document process improvement requirements.
• Support quality assurance efforts by validating test completeness and readiness for production release.
• Develop user manuals, knowledge bases, and assist in user training.
• Investigate, resolve, and escalate service-related issues while monitoring key metrics for customer satisfaction and vendor performance.
• Promote awareness of IT Service Management processes and roles across business and IT departments.
• Ensure effective vendor management practices, including KPI development and contract execution.
• Maintain expertise in Ariba On-Demand, forensic accounting, and contract management best practices.

Qualifications

• Bachelor's degree in Information Technology or equivalent experience.
• Strong customer service, communication, and interpersonal skills.
• Demonstrated analytical capabilities and vendor management experience.
• Knowledge of Six Sigma/Lean principles and ITIL certification is preferred.
• Familiarity with IT operations, service management functions, and KPI reporting.