Service Manager
4 weeks ago
Job Summary:
We are seeking a highly skilled Service Manager to support our intelligence customer in Chantilly, VA. The successful candidate will be responsible for diagramming and documenting repeatable processes for a technical program.
Key Responsibilities:
- 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 that impact service delivery objectives, 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/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:
- Candidate must have 5 years of experience that can be a combination of work history and education.
- TS/SCI with CI Polygraph.
- 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.
Location: Chantilly, VA
Full-Time/Part-Time: Full-Time
Exempt/Non-Exempt: Exempt
Security Clearance Requirements: TS/SCI with CI Polygraph
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