Title: SLA Program Analyst
State Role Title: Prog Admin Specialist I
Hiring Range: $60,000 - $67,000
Pay Band: 4
Agency: VA Information Tech Agency
Location: VA Information Technologies
Agency Website: https://www.vita.virginia.gov/
Recruitment Type: General Public - G
Job Duties
The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as a SLA Program Analyst with the Performance and Data Analytics team.
The Virginia Information Technologies Agency (VITA) is the Commonwealth’s consolidated information technology organization. We are a national tech leader in the public sector connecting Virginians to critical government services through information and innovation technology, IT infrastructure, cybersecurity, and governance.
We are seeking an SLA Program Analyst who can align their experience with the agency’s mission and core values – accountability, inclusive collaboration, growth mindset, effectiveness, and persistence.
As a member of the of the Performance and Data Analytics team, this position will use project management, communication, and analytical skills to understand, evaluate, and identify issues, concerns, positive/negative trends, and opportunities for improvement in Supplier performance and delivery.
The incumbent will manage updates to the processes and systems used by the team; assist with the monthly processing, evaluation, and assessment of the SLAs, OLAs, and related reports; identify and develop opportunities to increase automation and reduce overall level of effort; and assist with documentation and other duties necessary for the SPARC team's success.
This position reports to the Manager, Performance and Data Analytics.
At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services.
Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.
Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!
Minimum Qualifications
Experience understanding how information technology infrastructure services are provided in an outsourced environment, and knowledge of how to provide effective oversight for multiple suppliers.
Must be results oriented with strong work ethic and ability to multi-task.
Project and vendor management skills.
Business Process Improvement experience.
Basic understanding of data and analytics management, tools, and processes such as Power BI.
Understanding of basic Service Management System concepts.
Demonstrated experience in using technical, analytical, and communication skills to understand, evaluate, and identify issues, concerns, positive/negative trends, and opportunities for process improvements.
Demonstrated ability to communicate (orally and in writing) technical information and concepts, complex data interpretation, and informed analysis.
Ability to learn and new tools and technologies in a timely manner; comfort with applying newly learned tools and concepts to work assigned.
Experience with Microsoft Office 365 suite and collaboration tools.
Demonstrated ability to schedule and lead meetings, create agendas, and document meeting minutes.
Ability to build relationships with both agency and supplier personnel.
Additional Considerations
Experience using Power Platform and/or other data management and analytic tools.
Experience working in Keystone Edge – Service Now.
Experience with SQL Server and/or Snowflake.
Training in Information Technology, Computer Science, or related field.
ITIL foundations training/certification.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
This position is eligible for one (1) day telework.
Applicants must consent to a fingerprint background check.
The Commonwealth of Virginia welcomes all applicants authorized to work in the United States.
Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.
State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.
Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.
VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.
Contact Information
Name: VITA Human Resources
Phone: VITAhr@vita.virginia.gov
Email: VITAhr@vita.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.