Enterprise Operations Manager

Location
Washington, District Of Columbia
Posted
Sep 04, 2021
Closes
Oct 09, 2021
Ref
18547
Function
Management
Hours
Full Time
Summary

NJVC is seeking an Enterprise Operations Manager responsible for managing the full lifecycle and continual improvement of the service catalog and service request workflow automation. The lifecycle includes organization, scalability, updates to, and usage reporting of the service catalog. It also includes identifying standard changes that should be implemented via standard request workflow, facilitating the design, test, and implementation of that workflow, with the end goal of providing increased self-services to customers.

Responsibilities
  • Responsible for creating, facilitating, controlling, reporting, documenting, and improving both Service Catalog and Service Request Management processes in support of an Enterprise IT Shared Services environment for a federal department.
  • Effectively verbalize, document, communicate, and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various changes to catalog, and service request items for distribution in the IT environment, and ultimately made available to the user community.
  • Effectively document business cases, solution strategies, status tracking, processes, procedures, and knowledge articles associated with implementing service catalog and service request processes.
  • Facilitate catalog and request management related meetings and improvement initiatives and provide documented status.
  • Other duties as assigned

Qualifications
  • Bachelor's degree and 5+ years of experience OR
  • High school diploma or GED and 7+ years of experience
  • Experience providing IT Service Catalog and Request Management services supporting Service Desk, IT Operations and Engineering, and Data Center
  • Background check required with the ability to attain a public trust clearance

Knowledge, Skills and Abilities
  • Ability to review various ticket types, understand interrelated IT practice areas and make recommendations for process improvements using tools, like BMC Remedy (or similar ITSM tool suite), MS Office 365 tools, and other process automation tool suites
  • Must be an effective communicator and facilitator of information to peers, management, federal leadership, and federal executives
  • ITIL Foundations certification recommended
  • Higher ITIL certifications preferred
  • Ability to work independently and yet be effective within a team setting
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
  • Excellent skills in Microsoft Word, Excel, and other Office applications
  • Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues
  • Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor
  • Previous customer service experience strongly desired
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it

#NJVC, LLC

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