Title: Service Management Specialist
State Role Title:
Hiring Range: Up to $80,000
Pay Band: 5
Agency: VA Information Tech Agency
Location: VA Information Technologies
Agency Website: 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 Service Management Specialist.
We are looking for a Service Management Specialist to join our team and support the governance and oversight of all service catalog and service request activities for Virginia Information Technologies Agency. This role will be engaged in key activities related to the delivery of all enterprise services for executive branch agencies.
The Virginia IT 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.
Provide overall oversight and accountability for service catalog and serve as key point of contact for all service catalog activities and ensure service catalog accuracy for our customer agencies.
Provide review and approval of service catalog acceptance criteria and support User Acceptance Testing activities for service catalog and monitor engagement of required VITA staff as necessary.
Provide excellent tracking and communications of all service catalog activities.
Provide overall oversight for service request management. This includes oversight for the management of service request models, processing service requests, managing the fulfilment of service requests and reviewing and continually improving request processing and fulfilment performance.
Participate in strategic planning activities, and data analysis to predict future needs and identify enhancements for the service catalog and service requests.
Ensure service catalog power BI reports are maintained and up to date to understand trends and completion times for service requests.
Provide and assist ad-hoc reporting for internal Service Management teams.
Provide regular reports and dashboards on the status, progress, and outcomes of our IT services, using tools such as ServiceNow, Power BI, and Excel.
Provide backup support on day-to-day oversight for Request for Solution (RFS) Process and Service Portfolio Lifecycle Management Process (SPLM).
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
Considerable experience in service management and delivery experience.
Considerable knowledge of understanding strategies and how they relate to customer requirements for services.
Considerable experience with Service Now toolset.
Considerable experience with Power BI and the Microsoft 365 suite.
Considerable skills in building effective professional relationships across a broad spectrum of roles to include customers, stakeholders, technical teams and service providers.
Ability to work on multiple simultaneous activities with competing priorities; and demonstrated ability to support and participate in activities to align multi-faceted teams to common goals and objectives to meet customer requirements.
Knowledge of developing, managing, and reporting on internal processes that have direct customer impact.
Strong communication and stakeholder management skills.
Demonstrated experience working in an agile environment.
Demonstrated experience working in ITIL environment.
Ability to work independently and as part of a team.
Demonstrated experience in a business analysis or data analysis role in an IT environment.
Knowledge and experience in generating process documentation.
Business driven to achieve measurable results.
Additional Considerations
Certification in ITIL Foundations.
Agile certification
Project management certification
ServiceNow or other ITSM tool (Cherwell, Ivanti, etc.) experience.
Understanding of IT service delivery in a multi-sourcing environment.
Experience with state government, working knowledge of Virginia state agencies, their business plans and activities.
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.
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 of telework.
Applicants must consent to a fingerprint background check.
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
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.