IT Operations Analyst – Vendor & Operations Governance in Chesapeake, VA at Open Systems Technologies

Date Posted: 12/27/2019

Job Snapshot

Job Description

A discount store company is seeking an IT Operations Analyst to join their team in Chesapeake, VA.


  • Develop, baseline, review and manage service level performance, using Dashboards, Metrics, KPIs, SLAs, and SLOs
  • Present data/reporting of KPIs and trends to IT department and business
  • Facilitate operational metric review meetings with IT leadership
  • Approve all performance metrics, exceptions and penalties
  • Oversight and direction of tools, and enhancements to existing tools, required to measure and achieve vendor engagement and internal IT objectives
  • Control customer and vendor satisfaction tracking and reporting; work towards creating a unified score card to measure vendor performance
  • Facilitate partner and internal operational governance meetings
  • Participate in establishing of Service and Business Level Agreements in collaboration with LOB leads to set expectations and measure performance
  • Work with the procurement and other teams during the RFI and RFP process for IT services and projects
  • Track all IT SOWs along with scope and other contract commitments not just limited to KPIs, SLAs, cost reductions, schedules etc.
  • Control audits and data around vendor compliance



  • A Bachelor’s degree in relevant field
  • 3 years of relevant work experience
  • Strong understanding of the metrics, KPIs, SLAs and SLOs in IT operations
  • Thorough understanding of baselining operational metrics
  • Experience in a multi-vendor and multi-location environment
  • Able to work with ServiceNow or an equivalent tool to extract the details and convert them into reports
  • Thorough understanding of calculating penalties based on services contract
  • Able to synthesize data from multiple tracking and ticketing system to create a uniform view of data for the IT leadership
  • Knowledge on the various contracting models with the vendors managed services, managed outcome, fixed fee, staff augmentation
  • Knowledge on the continuous service improvements and its significance and impact on the operational metrics
  • Experience in Vendor Management Operations or general management consulting
  • Experience with vendor score cards
  • Strong communication skills with strong presentation and facilitation skills
  • Advanced proficiency in excel including macros, charts and dashboards is mandatory
  • Strong interpersonal skills; customer - centric attitude
  • Able to navigate through a matrix organization to review and establish improved processes
  • Proven experience delivering initiatives on time and on budget


  • Experience with reporting, dashboarding in ServiceNow and certification in ServiceNow is highly preferred
  • Knowledge of ITSM/ITIL processes
  • Able to effectively drive and lead organizational changed
  • Experience in building, leading, developing and retaining a team of high performing professionals in geographically disbursed environments
  • Experience in support turnover process of projects from development teams
  • Understand business continuity and disaster recovery plans and strategies
  • Oversee IT department audit requirements and audit process, internal IT and Vendor
  • Evaluation and coordination of incidents and problems
  • Experience in Change Management
  • Exposure to IT business continuity and disaster recovery plans and strategies
Job keywords:


  1. Business Analyst Jobs
  2. Business Management Jobs