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Chantilly

    Service Manager - Chantilly, United States - Probity

    Probity
    Probity Chantilly, United States

    Found in: Lensa US 4 C2 - 5 days ago

    Default job background
    Description

    PLEASE NOTE:
    This position requires an


    ACTIVE
    Top Secret/SCI Clearance with CI Polygraph. To be considered for this position, you


    MUST
    have an


    ACTIVE
    Clearance Level of

    Top Secret/SCI with CI Polygraph
    The job duties of the Service Manager are as follows:
    Workflow Management (WfM) develops diagrams and documents repeatable process for the program. WfM meets with SMEs, then documents detailed steps for each task activity.

    WfM acts as the Service Manager for the ServiceNow tool and manages & updates the service catalog and develops services requirements packages for standard service offerings.

    WfM monitors fulfillment, identifies discrepancies or breaks in the workflows that impact service delivery times.

    WfM submits incidents (INC) for issues and works with SMEs to gather requirements to submit requests for enhancements (ENHC) to the developer team.

    Tracks INCs and ENHCs to resolution/completion and briefs leaders of status. Facilitates TEMs with stakeholders.
    Develop workflow process materials for ITSM program.
    Participate in technical exchange meetings, facilitate and perform special projects.
    Facilitate service management sessions with Operations, Engineering SMEs, integrators and developers.
    Perform daily review activities of the SNOW modules/platform and support new releases to ensure request fulfillment integrity
    Follow customer and company guidelines and policies to produce, validate and improve information accuracy.
    Identify program needs and nominate workflows for development.
    Use ITIL framework methods to produce, maintain and improve technical process materials.

    REQUIREMENTS

    Required Qualifications:
    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.
    Understanding of ITSM processes.
    Experience and knowledge supporting technical program.
    Able to develop presentations and propose ideas effectively to varying levels of technical expertise.
    Excellent verbal/written communication, collaboration, analytical and presentation skills.
    Active participant in the development of strategic initiatives
    Ability to work independently and with a larger group of engineers.

    #J-18808-Ljbffr
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