Service Manager with Security Clearance

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Job description

The job duties of the Service Manager are as follows:
-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 Requirements:
Required Clearance: TS/SCI with CI Poly 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

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