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SLA Analyst (IT Service Catalog)

Company: The Chickasaw Nation
Location: Norman
Posted on: May 17, 2019

Job Description:

About The Position Responsible for developing and maintaining the IT service catalog as well as establishing, measuring, and reporting on service level agreements for IT services. Actively support the annual Chickasaw Festival through serving on an assigned team and completing assigned duties. Duties Responsibilities Maintain IT Service Portfolio and Catalog Develop and maintain the IT service portfolio to document IT services and products (current, in development and retired) that IT provides to its external and internal customers. Coordinate with individual service owners and IT managers to ensure the IT service catalog accurately represents the customer-facing view and the technical view of current IT services. Ensure the Service Catalog is published in a timely manner to users within and outside IT, with accurate information about IT services and products. Work with IT Operations to ensure the customer-facing service catalog allows users to easily search for needed services and initiate requests for services Ensure the appropriate views of the Service Catalog are provided to the right users and that the Service Catalog continues to serve the needs of those users. Negotiate Service Level Agreements Coordinate with individual service owners to ensure Service Level Agreements (SLAs) are negotiated with and signed off by customers. Coordinate with individual service owners and IT managers to ensure Operating Level Agreements (OLAs) are negotiated and signed off. Coordinate with individual service owners and applicable third part providers to ensure that underpinning contracts (UCs) support and align with customer-facing SLAs. Conduct periodic reviews of the Service Level Management Process and implement changes or enhancements as necessary. Monitor and Report Service Level Performance Develop and distribute reports of service level performance for major IT service areas. Analyze and review performance of IT service delivery against established SLAs and OLAs. Work with Service Owners and IT Leadership to identify opportunities for continual service improvement based on achieved service levels. Work with individual Service Owners to coordinate any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.) Develop and implement an on-going Service Level review process with IT Customers and Service Providers. Maintain a complete understanding of and adhere to all CNIT policies and processes. Perform all other duties as assigned. Requirements Outstanding verbal, written, and presentation skills. Exceptional level of integrity and professionalism. Knowledge of current, industry-standard technologies best practices. Ability to multi-task and manage multiple small to large projects in a cross-functional environment. Must be able to work individually or as a team member with minimum supervision. Ability to maintain strict confidence with information received on the job. Strong conceptual and creative skills. Detail oriented. Ability to blend creativity, problem solving, and technical skills for refining existing process or developing new approaches. Ability to establish and maintain a high level of customer trust and confidence. Highly proficient in Microsoft Word, Excel, PowerPoint, and Visio. Three (3) yearsrsquo enterprise IT experience Five (5) yearsrsquo experience creating maintaining SLArsquosservice contracts and service catalogs is preferred ITIL v3 certification (Foundation or above) is preferred Education Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field httpswww.google.comsearch?clientfirefox-b-1-dampqmiscellaneousampspell1ampsaXampved0ahUKEwiVhqDanPvhAhVMT6wKHRWAOsQkeECCCsoAA Miscellaneous Must be able to pass background check and receive a gaming license from the Chickasaw Nation Office of the Gaming Commission as required to work in gaming operations. Must possess a valid driverrsquos license Must be able to complete pre-employment drug test with a negative result.

Keywords: The Chickasaw Nation, Norman , SLA Analyst (IT Service Catalog), Professions , Norman, Oklahoma

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