ITIL Enterprise Process Manager

Job Title: ITIL Enterprise Process Manager
Requisition ID: 16006UU
Job Category: Business Technology
Job Type: Regular
Schedule: Full-time
Remote Work Authorized: No
Relocation Assistance: Not Available
Travel: Yes, 5 % of the Time
Clearance Level: Public Trust
Employee Status: Regular
Posting Date Nov 22, 2016
The Federal Deposit Insurance Corporation (FDIC) mission is to preserve and promote public confidence in the U.S. financial systems by insuring deposits in banks and thrift institutions for up to $250,000; by identifying, monitoring, and addressing risks to the deposit insurance funds; and by limiting the effect on the account and the financial system when a bank or thrift institution fails.
CSRA provides the day-to-day operational services to FDIC in support of infrastructure, facilities, hardware, software, and systems. CSRA supports operational security, client support/help desk, data center operations, asset management, and systems engineering service areas.
Essential Job Functions
Lead a team of process managers and specialists in implementing, sustaining, and improving enterprise service management processes in alignment with ITIL for the client.
Work closely with operations teams, contract program management, and client staff and leadership to identify enterprise process related issues and risks, develop mitigation and improvement action plans, and recommend and justify changes to processes as appropriate, and track and report process improvement.
Represent the program on enterprise process related matters with the client. Must have strong management skills. A solid understanding of configuration management, change management, problem management, capacity management and knowledge management at the enterprise level of an IT infrastructure organization.
Analyzes business and technical processes to formulate and develop new and modified business information processing systems.
Represents the business unit to define requirements and business cases for the technology developments.
Coordinates with business and technology teams ascertaining system requirements, such as program functions, output requirements, input data acquisition, execution of users acceptance and may coordinate testing, and system techniques and controls.
Requires knowledge of computer system capabilities, business processes, and workflow.
Bachelor's Degree in an IT related field and/or a minimum 10 years of relevant recent experience required, or MA + 8 yrs related experience
Strong understanding of ITIL best-practices and processes, with specific experience in multiple ITIL processes (particularly Incident, Problem, Change, Asset and Configuration, Knowledge, Release and Deployment, and Service Level Management).
Proficiency with MS Office products, especially MS Excel, PowerPoint, and SharePoint.
Strong understanding organizational change management and communications planning, with experience applying these techniques in mixed government and multi-contractor environments.
Demonstrable understanding and experience with cross-team coordination in a fast-moving, complex environment.
Reporting and visualization, especially as it relates to Incident, Problem, Change, and Service Level Management.
Project management
Experience with IT service management tools.
Experience managing customer requirements and expectations.
Excellent oral and written communications skills
Experience with Service Now.
ITIL Intermediate certification required, two or more preferred; ITIL Expert certification a plus.
Six Sigma Green Belt or above preferred.
PMP certification a plus.
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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