IT SERVICE DELIVERY ANALYST- 55001450
State of FloridaAbout the role
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
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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.
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