Service Management Analyst / Full-Time / Hybrid / Harrisburg, PA

Service Management Analyst / Full-Time / Hybrid / Harrisburg, PA

Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!

Accepting Candidates Until 05/28/2025 at 2:00 PM

The Position:
Client: Commonwealth of Pennsylvania Office of Administration Enterprise Technology Services Office (OA-ETSO)
Position Title: OA-ETSO Service Management Analyst SA5 (764538)
Location: Hybrid; Remote Off-Site and On-Site in Harrisburg, PA
Duration: Initial term through 06/30/2026 (+ Annual Renewal in 1-Year Terms)

Note: Candidates must currently reside within a reasonable commuting distance (1-hour/50-miles) of Harrisburg, PA. Current residency will be verified.

OA-ETSO is seeking a Service Management Analyst;
Management of agency documents used in support of EDC hosted applications and services in Managed Services (MS), Managed Services Lite (MSL), Co-Location (Colo), Cloud and Secondary Data Center (SDC).
- Provides customer support for the creation, verification, and ongoing updates of all EDC hosted application documents.
- Creates and maintains technical contact resource lists.
- Acts as a Service Coordinator/Liaison between the OA-ETSO and all other commonwealth entities.
- Conducts meetings and creates correspondence, prepares reports, and speaks publicly or internally to gather or give information, resolve complaints, eliminate program barriers, and engender support for operational objectives and activities.
- Participates in detailed requirement and data gathering sessions with customers for the purposes of integration with EDC services.
- Requirements gathered during meetings include current infrastructure details, infrastructure sizing, migration/integration timelines and service levels.
- Verifies technical requirements adhere to best IT practices and are consistence with EDC standards and security policies.
- Confirms requirements follow EDC standards for efficient use of resources.
- Authors solution proposal documents which include all required hardware, software and services, calculations of all associated costs and a detailed written description of the transition plan based on the requirements provided to EDC.
- Transforms customer requirements into technical specifications such as server and storage sizing, licensing requirements, and support level details.
- Creates Service Requests for future technical change management in Service Now. Maintains current knowledge of enterprise policies and procedures including IT Bulletins, Management Directives, CISO security recommendations and EDC practices in order to ensure service offerings are in compliance with established policies.
- Creates Requirement Gathering Meetings with required staff based on technical needs.
- Manages, tracks, and documents solution proposal progress and approvals.
- Works closely with Delivery Center, board, and commission staff to assure proposals have all required approvals.
- Assigns work to Managed Services Manager for deployments and verifies work completion.
- Prepares status reports on a periodic basis showing proposals sent, received approved and costs.
- Generates reports and advises on technology improvements that would enhance or improve operations.
- Prepares metrics determining average request timelines for process improvement and capacity reports for the CTO.
- Participates in ongoing process improvement project to automate & streamline the Service Request process.
- Acts as the Subject Matter Expert for the Service Request/Solution Proposal process.
- Provides consultative services to agencies seeking ETSO costing information for future budget preparations.

The Skills and Experience:
- 2+ Years: System Administration service management experience
- Hosted application environments: Managed Services (MS), Managed Services Lite (MSL), Co-location (Colo), Cloud services, Secondary Data Center (SDC)
- Knowledge of server, storage, and licensing sizing
- Proficiency in ServiceNow or similar ITSM tools
- Experience drafting solution proposals including hardware/software/service configurations and cost models
- Strong with technical and business documentation, Preparing and maintaining status reports, Creating technical contact resource lists
- Ability to track and document proposal approvals and deployment progress
- Exp conducting/documenting: Infrastructure sizing/analysis, Migration/integration timelines, Cost estimations, Risk/compliance assessments
- Managing change management requests in an enterprise environment
- ITIL v4 certification is a plus

The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.

The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance

The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.

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