Job ID :
Company :
Virginia Information Technology Agency
Location :
Chester, VA
Type :
Duration :
6 Months
Status :
Openings :
Posted :
16 Apr 2012
Job Seekers, Please send resumes to

Engagement Type: Contract

Location: Chester, VA

Duration: 6 Months


Complete Description:

A business analyst is needed to support the implementation of a new service delivery model for the organization’s various service offerings (lines of business). The analyst will be a member of the service offering project team, and will work closely with individual service groups to:


• Establish service teams

• Prepare a Service Management Plan (SMP) for each team

• Surface gaps in capabilities and processes and propose remedies

• Identify opportunites for service management process improvements


The analyst’s primary responsibility will be guiding teams through the completion of the SMP. The SMP includes such activities/deliverables as:

• Team formation

• Workflow and social network mapping

• Service lifecycle stage assessment

• Identification of business support needs (from the rest of the organization or external sources)

• Inventorying of tools and job aids currently used, plus identification of opportunities for process and tool improvement

• Defining team KSA requirements, performing a gap analysis against current team KSAs and developing a team development plan to fill any gaps

• Mapping the services belonging to the service offering, identifying where rates or rate revisions are needed, and ensuring that services/rates are added to the organization’s service catalog

• Developing “foundational” documents: team charter, compliance plan, risk management plan, performance evaluation plan and status reporting, etc.


The analyst will be assisted by, and coordinate the work of, other service offering project team members. In many cases templates exist for indiviual SMP items, but the analyst will still need to do extensive interviewing and have other group interactions to obtain information.


As a member of the VITA Services Offering Project, work with business team to establish VITA service offerings:

• Complete Service Readiness Assessment(s) for the various service offerings teams

• Oversee completion of the Team Service Management Plan (SMP) plan(s)

• Gain approval of Service Offering Team Charter(s)

• Coordinate entries into the  VITA Service Catalog

• Coordinate the use of Work Request Management database for logging and tracking requests

• Complete the Service Team post-graduation workplan(s)

• Archive approved and signature documents from SharePoint to the shared drive as Records

• Add records to the Risk Management (RM) Inventory

• Integrate the Integrated Services Program (ISP) “intake” process with the VITA intake process

• Perform other duties as assigned





Amount of Experience

Contemporary knowledge of customer service delivery in an IT organization


4 Years

Familiarity with service management implementation.


5 Years

Ability to listen to business teams and accurately document high-level requirements


8 Years

Knowledge of process mapping; understanding of activities for reviewing


8 Years

Knowledge of business and service modeling.


4 Years

Knowledge of general IT organization, functions, technologies, roles an


4 Years

Process critical thinking and problem solving skills.


4 Years

Ability to work independently


4 Years

Above average skills in using MS words, MS Excel


5 Years

Skills in MS VISIO and MS SharePoint strongly preferred

Highly Desired

4 Years





Question1: Do you live within 50 miles of Chester?

Question2: If not, in what City and State do you reside?

Question3: Is candidate willing and able to travel to Chester, VA for a personal interview?

Question4: Describe the last job you had that was similar to the requirements of this position.