IT Service Availability Analyst - Military veterans preferred



  full-time   employee

United States


About the SAIC MSI Program

SAIC has been awarded a $165 million contract by the Commonwealth of Virginia to serve as a multi-sourcing service integrator (MSI). Under the contract, SAIC will provide an innovative approach to assist the Virginia Information Technologies Agency (VITA) with modernizing the state’s technology infrastructure. SAIC will coordinate and monitor multiple IT infrastructure services suppliers for state executive branch agencies. The MSI is the cornerstone of a strategy that will diversify the state’s portfolio of suppliers, improve service delivery quality, ensure cost-competitiveness, and provide transparency and accountability into the commonwealth’s service delivery platform.


  • Provide information technology infrastructure library (ITIL) Service Availability Management of multiple service providers
  • Responsible for services delivered on Availability Management assurance and analysis to develop, maintain Availability Plans, which prioritizes, and strategizes IT availability for infrastructure services.
  • Determine availability requirements of business areas for existing, new, and enhanced IT computing services.
  • Establish baseline measures, key performance indicators (KPIs), and reporting for service availability that reflects business, user, and IT support organization requirements.
  • Assess availability of IT infrastructure components, determine impact on services provided to the business, and decide if level of availability is sustainable.  If not, recommend the appropriate cost-effective design changes needed to satisfy Service Level Agreements (SLAs).
  • Work to optimize availability of IT infrastructure, systems, and services to meet commitments to clients related to availability target levels in a cost-effective manner.
  • Provide a holistic view of client's environment making recommendations to improve overall service availability.
  • Participate in Change Management process to assess changes and communicate any risks from an availability perspective.
  • Participate in post-incident and problem reviews to assess impact on availability.
  • Conduct availability risk assessment for existing services.
  • Gather availability data, perform analysis, generate reports, and communications as necessary.
  • Monitor, analyze, and proactively address availability issues
  • Investigate and make recommendations to improve service availability


  • Bachelor Degree in related discipline and six (6) years or more of related experience; Masters and four (4) years or more experience; May consider a high school education and an additional 4 years of experience in lieu of a degree.
  • Candidates who have completed ITIL v3 2011 Foundation or above are preferred
  • Strong analytical, organizational, decision-making, diagnosis, creative problem-solving, verbal, written, and presentation skills
  • Proficient with Microsoft Office
  • Familiar with service level monitoring and reporting tools 
  • Working knowledge of organizational project management disciplines, tools, and practices
This position requires SAIC's customer approval of your qualifications to support the Virginia Information Technology Agency (VITA) -  (MSI) Support Services Contract which includes successful completion of the VITA Enterprise Background Check, comprised of a Virginia State Police and Federal Bureau of Investigations fingerprint background investigation.