Service Manager

Develop diagrams and documents repeatable process for the program

Meet with SMEs, then documents detailed steps for each task activity

Act as the Service Manager for the ServiceNow tool and manages & updates the service catalog and develops services requirements packages for standard service offerings

Monitor fulfillment, identifies discrepancies or breaks in the workflows that impact service delivery times

Submit incidents (INC) for issues and work with SMEs to gather requirements to submit requests for enhancements (ENHC) to the developer team

Track INCs and ENHCs to resolution/completion and brief leaders of status

Facilitate TEMs with stakeholders

Develop workflow process materials for ITSM program

Participate in technical exchange meetings, facilitate and perform special projects

Facilitate service management sessions with Operations, Engineering SMEs, integrators and developers

Perform daily review activities of the SNOW modules/platform and support new releases to ensure request fulfillment integrity

Follow customer and company guidelines and policies to produce, validate and improve information accuracy

Identify program needs and nominate workflows for development

Use ITIL framework methods to produce, maintain and improve technical process materials

TS/SCI CI Poly Clearance

5 years of experience that can be a combination of work history and education. This equates to a bachelor’s and 1 years, Associates and 3 years or HS and 5 years.

Understanding of ITSM processes

Experience and knowledge supporting technical program

Able to develop presentations and propose ideas effectively to varying levels of technical expertise

Excellent verbal/written communication, collaboration, analytical and presentation skills

Ability to be an active participant in the development of strategic initiatives

Ability to work independently and with a larger group of engineers