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Service Operations Manager

1 month ago

Chantilly, Virginia, United States AT&T Full time
Job Description:

AT&T Global Public Sector is a trusted provider of secure, IP-enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing, and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values, and dedicated to our customers' mission.

Key Responsibilities:
  • Define, maintain, and execute processes that improve operational efficiency.
  • Ensure services are defined and continuous service processes work in practice, diagrams, and documents 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 that impact service delivery objectives and escalate them for resolution.
  • Perform version-controlled updates and document tracking.
  • Attend meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions.
  • Develop and deliver service operations documentation.
  • Review process changes with internal boards and submit them through the ITSM tool.
  • Elevate issues regarding service management process workflows.
  • 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.
  • Conduct application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training.
  • Create/improve complex workflows and processes of repeatable tasks.
  • Understand business capabilities of tools.
  • Drive initiatives for new methods and obtain buy-in from stakeholders.
  • Take accountability for the quality of requirements and business process development and implementation.
  • Conduct quality management reviews 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 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.
  • 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.
Benefits:
  • Medical/Dental/Vision coverage.
  • 401(k) plan.
  • Tuition reimbursement program.
  • Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays).
  • Paid Parental Leave.
  • Paid Caregiver Leave.
  • Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement.
  • Disability Benefits (short term and long term).
  • Life and Accidental Death Insurance.
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal.
  • Employee Assistance Programs (EAP).
  • Extensive employee wellness programs.
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.