Srco It Service Delivery Analyst

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date: feb 24, 2026

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requisition no: 864114

agency: department of transportation

working title: srco it service delivery analyst -

state of florida department of transportation

job posting description

861 / sunshine skyway south

pending classification update

open competitive

selected exempt service

contact phone number:

anticipated bi-weekly salary: $2,115.39

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.

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.

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.

srco it service delivery analyst/ office of toll operations/tolls data center

this position will monitor service delivery performance, manage escalations, and ensure timely resolution of it incidents and requests, support itil processes, maintain asset records in the cmdb, coordinate with internal teams and vendors, and ensure compliance with infrastructure and security standards.

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.

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.

office of toll operations

$40,379.57 - $55,000.14

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 itil processes like incident management, problem management, change management, and asset management. Maintain accurate configuration records for hardware and software assets in the cmdb (configuration management data base).

participate in change management and incident management processes. Document and maintain service delivery procedures and knowledge base content. Participate in change advisory group (cags) to evaluate the impact of proposed changes. Provide oversight to ensure changes are documented, tested, and implemented with minimal disruption. Participate in and support the network operations and security infrastructure annual inventory efforts to ensure 100% accuracy.

communicate service outages, maintenance windows, and updates to stakeholders. Coordinate with third‑party vendors or service providers for escalations or support and follow up through resolution. Identify inefficiencies in service delivery and suggest improvements. Update standard operating procedures (sops), incident resolution steps, and service workflows.

identify trends and recurring issues to suggest process improvements or preventive actions. Assist in the preparation and presentation of service performance reports to stakeholders. Conduct service review meetings with clients and stakeholders. Perform root cause analysis to prevent recurrence of issues.

ensure compliance with internal network infrastructure and security standards, procedures, and regulatory requirements. Contribute to the development of new service offerings and/or improvements to existing ones. Monitor…