Service Manager - Chantilly, United States - SOC Support Services

Description

Service Manager needed for a long-term contract opportunity with SOC's client to work in Chantilly, Virginia.

Active Top Secret/SCI with CI Polygraph is required

Responsibilities

• The Service Manager diagrams and documents repeatable processes for a technical program. Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity. Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items.

Monitors service fulfillment:
identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution. Performs version-controlled updates and document tracking.

• Collaborate with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication
• Monitor project lifecycle workflows and submit tickets to resolve errors
• Manage and track the DMND and ENHC process for all service delivery requirements and complete escalations when needed
• Create/update complex workflows and process documents of repeatable tasks and disseminate to program teams via training
• Conduct quality review of documents and tickets to ensure compliance standards are met
• Work with integrators and developers to seek out solutions to improve productivity and performance metrics
• Create Weekly, Daily and Monthly reports and manage task deadlines

Qualifications

• Required Clearance: TS/SCI with CI Poly
• Candidate must have 5 years of experience that can be a combination of work history and education. This equates to a bachelor's and 1 years, Associates and 3 years or HS and 5 years.
• Familiarity of ITIL processes
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation
• Ability to execute tasks quickly and efficiently
• Expertise in or desire to learn Confluence and MS Visio
• Ability to collaborate with teams, facilitate technical discussions and work independently
• Use various program resources to answer questions and recommend solutions

In compliance with the Equal Pay for Equal Work Act, the salary range for this role is $80,000 - $100,000.

This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.

Employment Pre-requisites

The following requirements must be met to be eligible for this position: Successful completion of a background investigation, and drug urinalysis.

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.

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