Must have current TS/SCI CI POLY or TS/SCI FS POLY clearance!
Responsibilities
The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiency
Ensures services are defined and continuous service processes work in practice, 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
Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions
Develops and deliver service operations documentation
Reviews process changes with internal board and submit them through the ITSM tool
Escalates issues regarding service management process workflows
Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication
Monitors project lifecycle workflows and submit tickets to resolve errors
Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations
Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training
Creates/improves complex workflows and processes of repeatable tasks
Understands business capabilities of tools
Drives initiatives for new methods and obtain buy-in from stakeholders
Takes accountability for the quality of requirements and business process development and implementation
Conducts quality management reviews to ensure compliance standards are met
Works with integrators and developers to seek out solutions to improve productivity and performance metrics
Creates Weekly, Daily and Monthly reports and manage task deadlines
Qualifications
Candidate must have a high school diploma and 5 years of experience, an associate's degree and 3 years of experience or a bachelor's degree and one year of experience.
Required Qualifications:
Familiarity of ITIL processes
Technical documentation experience; use of clear language and proper grammar, spelling and punctuation
Develop user stories to provide justification for requirements solutions
Ability to execute tasks quickly and efficiently
Intermediate Confluence and MS Visio experience
Ability to collaborate with teams, facilitate technical discussions and business requirements
Use various program resources to answer questions and recommend solutions
Lead/participate in various meetings and forums and report impacts to stakeholders