Chenega Corporation Enterprise Operations Manager in Washington, District Of Columbia
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.
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
High school diploma or GED and 7+ years of experience OR
Bachelor's degree and 5+ years of experience
Background check required with the ability to obtain 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 a similar ITSM tool suite, MS Office 365 tools, and other process automation tool suites.
Experience providing IT Service Catalog and Request Management services supporting Service Desk, IT Operations and Engineering, and Data Center
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
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