Location: Newport Beach, CA
Salary: $57.00 USD Hourly - $60.00 USD Hourly
Description: Our client is currently seeking a Service Design & Transition Analyst III
Service Design & Transition Analyst IIILocation: Newport Beach, CA | Omaha, NE | Charlotte, NC
Work Model: Onsite
Duration: 12-month contract-to-hire
About the job - The Service Design & Transition Analyst III plays a pivotal role in ensuring that new or changed IT services are well-designed, governed, and transitioned into live operations effectively, following ITIL best practices. This position focuses on driving service readiness, minimizing risks during deployment, and ensuring a seamless operational handover.
- You will support the lifecycle stages of Service Design and Service Transition, ensuring that all services meet agreed-upon business and operational requirements before going live.
Responsibilities1. Service Design - Collaborate with stakeholders to define and document end-to-end service designs, including service models, performance metrics, SLAs, support models, security, and continuity.
- Produce and manage Service Design Packages (SDPs) incorporating all elements of service delivery and support.
- Ensure alignment of service design with enterprise architecture, information security, and capacity planning.
- Validate service designs against non-functional requirements (NFRs), including availability, reliability, and scalability.
- Define and document service dependencies, SLAs, and OLAs.
2. Service Transition - Lead or support the service transition process for new or changed services.
- Plan and coordinate transition activities, including Service Readiness, training, knowledge transfer, and documentation handover.
- Lead Service Readiness Boards (SRBs) to ensure operational teams are fully prepared to accept new or changed services.
- Facilitate Early Life Support (ELS) and establish clear criteria for service acceptance and exit from transition.
- Conduct impact assessments and risk evaluations for service introductions.
- Maintain strict alignment with Change Enablement and Service Operational processes to support controlled deployments.
3. Service Validation & Testing - Support or coordinate Service Validation activities to verify that services meet core business needs.
- Ensure operational acceptance testing (OAT) criteria are clearly defined and validated.
- Work closely with test leads to ensure testing aligns seamlessly with service design and SLA expectations.
4. Configuration and Knowledge Management - Collaborate with the ServiceNow/ITAM Team to ensure service components are accurately captured.
- Ensure operational documentation, FAQs, and support playbooks are created, validated, and stored centrally in the knowledge base.
- Facilitate effective knowledge transfer from project delivery teams to support and service operations.
5. Stakeholder Engagement - Act as a key liaison between project delivery, Technology, and business stakeholders.
- Coordinate and facilitate workshops to define service design packages, ownership, and governance structures.
- Ensure product/service owners and operations teams (including the Service Desk) are engaged early in the design lifecycle.
Required Qualifications & ExperienceEssential Skills - Experience: 4+ years of experience in ITSM or IT Operations, with a strong, dedicated focus on Service Design and Transition.
- ITIL Framework: Strong understanding of the ITIL v3/V4 framework and practices, especially:
- Service Design
- Service Transition
- Service Validation & Testing
- Change Enablement
- ITSM Tools: Strong hands-on experience with enterprise ITSM tools (e.g., ServiceNow).
- Documentation: Proven ability to develop high-quality service documentation (SLAs, SDPs, support models).
- Service Management: Experience managing or supporting transitions of enterprise-level IT services.
- Partnership & Collaboration: Experience working with both internal and external partners to drive service excellence.
- Risk & Problem Solving: Demonstrated ability to proactively identify risks and challenges and apply appropriate mitigations.
- Communication & Adaptability: Excellent communication and stakeholder management skills; comfortable working in global, evolving environments with a continual improvement mindset and customer-first focus.
Nice to Have - Experience with Azure DevOps.
- Background or prior experience in the Financial Services industry.
- Exposure to Finance Transformation Program Implementation and Managed Services.
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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