20 May
ITSM Incident Management Process Manager
Virginia, Na , na Na USA

Vacancy expired!

Description Job Description:More About the Role:This unique ITSM opportunity provides a challenging role on a high-visibility DoD program through engineering support to the Navy Marine Corps Intranet (NMCI), the largest information technology (IT) network in the world. Leidos is seeking an IT Service Management (ITSM) Process Manager to support efforts for the Service Management, Integration, and Transport (SMIT) contract. For this program, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.The candidate will be responsible for processes, procedures, and oversight to optimize the services delivered by SMIT. In this role,, the candidate will be responsible for performing ongoing analysis, and trending and forecasting of service delivery to optimize operational performance and efficiency.What You'll Get to Do:Develop, design and optimize end-to-end processes to support Incident Management.Perform analysis to develop business process changes to maximize efficiencies. Participate in interviews and Program Partnering Workshops to capture data and knowledge specific to job functions.Perform Gap Analyses - Review documentation & validate progress, validate workflows, problem escalation rules, and roles.Establish and maintain transparent and respectful working relationships with leadership by site, team members, and Leidos representatives.Collaborate and coordinate with external customers, management, subcontractors, vendors, and other disciplines.You'll Bring These Qualifications:-Requires BS and 4-8 years of prior relevant experience or Masters with 2-6 years of prior relevant experience.Must be a U.S. Citizen with a Secret clearance.Experience managing the implementation and operation of ITSM processes aligned with ITIL framework (additional specific experience may be accepted in lieu of degree).Ability to coordinate changes to processes to improve.Understanding of key ITSM processes including Incident Management and Continual Service Improvement.Must have directly demonstrated expertise in systems documentation.Must be able to work collaboratively in a team environment.Must be able to work independently to develop innovative approaches and optimizations.Create a culture which drives continuously improved service delivery.Strong written and verbal communication skills to collaborate with customer representatives, domain experts, and other stakeholders.Ability to work well with people from many different disciplines with varying degrees of technical experience.Team leadership to task and drive team performance.ITIL v3 certification(s) or ITIL 4 Foundation certification(s).Travel may be required (post COVID).These Qualifications Would be Nice to Have:Master's degree in Systems Engineering.Leadership experience.Experience managing direct employees and overseeing subcontractors including remote employees and teleworkers.Defense industry experience.Experience with Navy Process Reference Model (NPRM).Experience with USMC Enterprise ITSM Framework processes.Certifications: -Information Technology Infrastructure Library (ITIL) version 3 Expert certification. -Information Technology Infrastructure Library (ITIL) version 3 Master certification. -ITIL 4 Strategic Leader certification. -Security+.External Referral Bonus:IneligiblePotential for Telework:Yes, 75%Clearance Level Required:SecretTravel:Yes, 10% of the timeScheduled Weekly Hours:40Shift:DayRequisition Category:ProfessionalJob Family:Business Systems AnalysisPay Range:Pay Range $65,000.00 - $100,000.00 - $135,000.00

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