Service Manager

4 weeks ago


Chantilly, Virginia, United States William C Brown Inc Full time
Service Manager Job Description

We are seeking a highly skilled Service Manager to join our team at William C Brown Inc in Chantilly, VA.

Job Summary

The Service Manager will be responsible for diagramming and documenting repeatable processes for a technical program, meeting with Subject Matter Experts (SMEs) to gather requirements, and managing and updating the ServiceNow service catalog.

Key Responsibilities
  • Diagram and document repeatable processes for a technical program
  • Meet with SMEs to gather requirements and document detailed steps for each repeatable task activity
  • Manage and update the ServiceNow service catalog and develop service requirements packages for standard catalog items
  • Monitor service fulfillment, identify discrepancies or breaks in automated workflows, and escalate them for resolution
  • Perform 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 and 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
Requirements
  • 5 years of experience in a combination of work history and education, equating to a bachelor's and 1 year, Associates and 3 years, or HS and 5 years
  • TS/SCI with CI Polygraph clearance
  • Familiarity with ITIL processes
  • Technical documentation experience, using 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
Location and Security Clearance

Chantilly, VA

TS/SCI with CI Polygraph clearance required


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