IT SERVICE DELIVERY ANALYST- 55001450

Requisition No: 862504 

Agency: Department of Transportation

Working Title: IT SERVICE DELIVERY ANALYST- 55001450

 Pay Plan: SES

Position Number: 55001450 

Salary:  $45,699.71 -$50,000.00 

Posting Closing Date: 10/16/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

857 / Tolls Data Center

PENDING CLASSIFICATION UPDATE

 OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: Kathleen Kiefer

CONTACT PHONE NUMBER: 561-488-5426

CONTACT EMAIL ADDRESS: Kathleen.Kiefer@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $1,923.08

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

Our Mission

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.

Our Vision

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The Work You Will Do:

IT Service Delivery Analyst-Office of Toll Operations-Toll Data Center

This position will monitor and analyze service delivery metrics, performance data, and Service Level agreements while identifying trends and recurring issues to suggest process improvements or preventative actions.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

7941 Glades Rd.

Boca Raton, FL 33434

Annual Salary Range:

$45,699.71  - $50,000.00

Your Specific Responsibilities:

Monitor and analyze service delivery metrics, performance data, and SLAs (Service Level Agreements). Act as the first point of escalation for service-related issues or complaints. Coordinate with internal teams (e.g., IT support, network, infrastructure) to ensure timely resolution of incidents and service requests. Support Information Technology Infrastructure Library (ITIL) processes like incident management, problem management, change management, and asset management. Maintain accurate configuration records for hardware and software assets in the Configuration Management Data Base (CMDB).

Identify trends and recurring issues to suggest process improvements or preventive actions. Assist in the preparation and presentation of service performance reports to stakeholders. Support service review meetings with clients and stakeholders. Perform root cause analysis to prevent recurrence of issues.

Participate in change management and incident management processes. Document and maintain service delivery procedures and knowledge base content. Participate in Change Advisory Boards (CABs) to evaluate the impact of proposed changes. Ensure changes are documented, tested, and implemented with minimal disruption.

Communicate service outages, maintenance windows, and updates to stakeholders. Coordinate with third-party vendors or service providers for escalations or support. Identify inefficiencies in service delivery and suggest improvements. Document standard operating procedures (SOPs), incident resolution steps, and service workflows.

Ensure compliance with internal standards, security policies, and regulatory requirements. Contribute to the development of new service offerings and/or improvements to existing ones.

Perform other duties as assigned. Serves in times of emergency to support state response efforts and ensuring continuity of operations. 

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• Information Technology principles and practices
• ITIL framework and service management principles

Skills in:

• IT Service Management tools (e.g., ServiceNow, Jira Service Desk, BMC Remedy)
• analyzing and providing solutions to complex problems
• excellent verbal and written communication and interpersonal skills
• Customer Service Orientation and attention to detail
• service delivery and IT support

Ability to:

• manage multiple priorities in a fast-paced environment

SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.  In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office at (850) 414-5300 for assistance.  

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.