Services Transition Readiness Analyst

Overview

Services Transition Readiness Analyst is a role within the Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT operations and maintenance to modernize legacy networks, applications, and databases supporting consular applications services globally.

• Lead Service Transition Planning and Coordination – Identify, plan, and manage service transitions to ensure seamless movement from development and engineering into operational acceptance across all EIO areas of responsibility, minimizing disruption to live services.
• Drive Operational Readiness and Acceptance – Log, track, and validate Operational Readiness Requirements (ORRs) with functional leads and process owners to ensure teams are prepared to support new or changed services upon deployment.
• Develop and Maintain Transition Documentation – Create, maintain, and govern comprehensive service transition documentation, including operational readiness checklists (ORCs), support models, and process artifacts, ensuring consistency, clarity, and audit readiness.
• Execute Readiness Reviews and Tabletop Exercises – Prepare and facilitate operational readiness tabletop exercises to validate monitoring, failover, rollback, escalation, field support readiness, and identify single points of failure prior to production release.
• Assess Service Performance and Risk Impacts – Evaluate impacts to SLAs, SLOs, and KPIs, and proactively identify service risks, partnering with teams to develop and implement mitigation strategies.
• Support Deployment and Post-Deployment Stabilization – Coordinate with project managers, engineering, networking, and service center operations to support deployments and ensure appropriate post-deployment support services are in place.
• Serve as Service Transition Liaison and Advocate – Represent Service Transition in project and product review meetings, acting as a liaison between technical teams and stakeholders while advocating ITIL-aligned service management processes and best practices.
• Ensure Knowledge Transfer and Stakeholder Communication – Ensure all knowledge transfer activities, service support documentation, and knowledge articles are complete, accurate, approved, and available for operational use; provide clear, well-documented status updates to leadership and stakeholders throughout the transition lifecycle.

Core

Work Hours:

First Shift, 8-5pm ET (Flexible), Monday-Friday (occasional weekend work).

Location: This position is currently remote with work that requires one day per week in the office in Sterling, VA, or Washington, DC. The number of days in office is subject to change based on program or government requirements.

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance
• At least three years of experience as a Services Transition Analyst with increasing scope of responsibility
• Ability to document transition processes accurately, with attention to detail
• Ability to work independently, achieve productivity goals, and manage time effectively
• Experience using Service Now
• Experience using SharePoint to maintain documents

Desired Qualifications

• ITIL v4 Foundation Certification
• Previous U.S. Department of State experience applying ITIL Service Transition and/or Service Management best practices

Education and Experience Requirements: 9 years with High School diploma; 7 years with AS; 5 years with BS/BA; 3 years with MS/MA

EEO:
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.