Requirements and Help Desk Manager

2 weeks ago

Springfield, United States CASE Management Consulting, LLC Full time
Job DescriptionJob Description


Case Management Consulting is seeking a Requirements and Help Desk Manager to perform oversight and day to day management of overall MET project/program activities and resources. Assess current business processes related to the system and recommend changes if needed. Create/prepare test plans, integrated schedules, and resource estimates using established project management standards. Provide direction & guidance in creation of plans, policies, and procedures in support of the program. Provide technical support for meetings, conferences, teleconferences, video teleconferences, and multimedia projects supporting communication and strategic objectives of the office relating to publication of the MET Tool

Plan, execute, direct, and edit multimedia project productions in support of government task requirements and strategic objectives.

Provide program management expertise and assistance in creation/implementation/maintenance of the MET program

Assist in creating and implementing travel, training, and conference policies, processes, and procedures to enable new modules and ensure mission continuity.

Provide program management expertise to NGA key components for coordination of program reviews, facilitation of sessions with staff, and communication with stakeholders.

Assist in conducting outreach activities associated with travel, training, and conferences as well as any new modules.

Assist in directing the development of a set of communication tools to promote, educate, foster, and articulate the MET to the NGA workforce.

Assist in creating and providing a training plan for pertinent NGA personnel.

Assist in creating/implementing/maintaining a Change Management Board (CMB) for NGA key component.

Solicit Directorates for feedback on their requirements, suggestions, and ongoing issue and facilitate the CMB.

Manage all pre-work, and post-work for the CMB. Gather action items and prepare follow-up as needed.

Facilitate requirements meeting and technical exchanges with the client, developers, users, and stakeholders.

Gather, recommend and manage the requirements for MET collaboratively with the DKC MET Team.

Test MET to ensure requirements have been fulfilled. Work with developers to address inconsistencies with system and requirements.

Continue to test functionality on an as-needed basis to ensure the integrity of the system.

Manage the MET Team email box to troubleshoot issues, educate users on common questions and conduct functions as an Agency MET Admin and/or KC
MET Admin.

Answer questions via phone and in person for technical support.
Conduct user training at NCE or NCW for all NGA personnel (basic/user, approvers, Directorate Administrators, Budget POC, etc.) and assist with maintenance and/or production of training guides. Provide ad-hoc desk side training as needed.

Gather System metrics user metrics, and business process metrics as-needed for continual improvement and efficiency assessment.

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