SENIOR PROGRAM ANALYST

State of Florida•Tallahassee, FL

14d•Onsite

About The Position

This open competitive advertisement is for a Career Service position located at Central Office in Tallahassee, FL in the Office of Technology. The mission of the Office of Information Technology at the Florida Department of Corrections (FDC) is to provide reliable, secure, and innovative technology solutions that support the department's operations and strategic goals. This position is not a telework position and is required to report to the FDC office in the area it serves.

Requirements

Must possess a high school diploma or its equivalent.
Must possess or are actively pursuing any of the preferred certifications listed—such as ITIL® 4 Foundation, ServiceNow ITSM Implementation Specialist, or PMP.
Must have experience with ITIL 4 service management practices like Incident, Problem, and Service Request Management.
Must have experience with ServiceNow, including modules like Service Catalog, Knowledge Management, or CMDB.
Must possess at least three (3) years of relevant professional experience.
Postsecondary education may substitute on a year for year basis for the required experience.

Nice To Haves

Florida Certified Contract Manager (FCCM).
Florida Certified Contract Negotiator (FCCN).
Project Management Professional (PMP) certification from the Project Management Institute (PMI).
Support of knowledge, skills, and abilities should be demonstrated on the application, in the education, in the work experience, in the work sample, in the interview and/or during reference checks.

Responsibilities

Supports the Office of Information Technology (OIT) Demand Manager in implementing and maintaining ITIL 4-aligned service management practices to ensure efficient and effective delivery of IT services.
Develops and delivers presentations to executive leadership, stakeholders, and cross-functional teams on communication service performance, project updates, and strategic initiatives.
Assists with the Incident Management process, ensuring timely resolution of service disruptions and adherence to service level agreements (SLAs).
Helps facilitate Service Request Management, ensuring user requests are fulfilled accurately and efficiently via workflows and automation.
Facilitates Problem Management efforts by identifying root causes of recurring incidents and implementing corrective actions, leveraging analytics and reporting tools.
Collaborates with stakeholders to define, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Facilitates Continual Improvement initiatives by analyzing service performance data and identifying opportunities for process optimization.
Supports and maintains the Service Catalog Management process, ensuring that all IT services are accurately documented, maintained, and made accessible to users through ServiceNow.
Ensures the service catalog reflects current offerings, service levels, and support details, and collaborates with service owners to update entries as needed.
Assists technical teams in maintaining the Service Configuration Management process, ensuring accurate tracking of configuration items (CIs) and relationships within the CMDB.
Contributes to and maintains a centralized Knowledge Management system within ServiceNow to support efficient incident resolution and user self-service.
Serves as a liaison between IT and business units to understand needs, manage expectations, and ensure IT services deliver business value.
Participates in project governance by ensuring IT projects align with strategic objectives, comply with organizational standards, and deliver measurable outcomes.
Supports project portfolio management by contributing to prioritization, resource planning, and risk assessment activities.
Supports capacity planning efforts by forecasting future service demands and ensuring adequate infrastructure and staffing levels to meet business needs.
Manages resource allocation across ITSM functions and projects, ensuring optimal use of personnel, tools, and technology to support service delivery and project execution.
Participates in the development, review, implementation, and enforcement of IT service management policies, procedures, and standard operating procedures (SOPs).
Provides training and mentorship to IT staff on ITIL 4 practices and effective use of ServiceNow to promote a culture of service excellence.
Coordinates with internal and external stakeholders to ensure alignment of IT services with business needs and strategic goals.
Adheres to FDC policies and procedures in the workplace and performs required training.

Benefits

Paid vacation, sick leave, and holidays.
Comprehensive health insurance and life insurance with accidental death and dismemberment benefits.
Supplemental Dental, Vision, Life, Disability and Hospitalization insurance.
Tuition-Free college courses.
Retirement Plans with the Florida Retirement System:
Pension Plan (Traditional Retirement Pension Plan)
Investment Plan (401(K)-Type Retirement Plan)
Deferred Retirement Option Program (Drop)
Deferred Compensation
Recently Retired? Beginning July 1, 2024, there is no longer a reemployment limitation; beginning with the 7th calendar month from the member's distribution date, there are no restrictions on working for an FRS employer. You will not be required to repay any prior distributions, and you may continue receiving distributions from the Investment Plan or Pension Plan without interruption.