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Years of Experience: 8-12 years of experience

Education Requirements: Bachelor's degree

Program Description: As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807M task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSAs IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agencys shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Position Description: DIGIT is seeking an Information Technology Service Management (ITSM) Subject Matter Expert (SME) to support Service Delivery functions within the Service Management Office (SMO). The ITSM SME will support the optimization of DIGITs Service Management processes and technology integrations to deliver cost-effective and sustained levels to meet GSAs evolving business requirements. The ITSM SME shall act as the Subject Matter Expert in the performance of duties to (to include but not limited to) Major and Critical Incident Manager, Capacity & Performance Manager and Availability Manager among other functions as required within the SMO.

Responsibilities: This position shall perform the following (to include but not limited to) activities:

• Serve as a member of the DIGIT management chain for the management and execution of DIGIT Critical Incident and Major Incident Management processes and procedures.
• Provide management oversight for Major or Critical Incidents deemed a P1 or High-Visibility an/or impacting P2 until ticket resolution and completion of all required incident reports (e.g. Critical Incident Report).
• Provide leadership information on troubleshooting and outage bridges, ensure appropriate technical resources are engaged, escalate to appropriate government personnel, work with GSA personnel to obtain vendor escalation as needed.
• Ensures detailed incident status updates are provided on-demand and routinely to leadership.
• Document and mature Capacity and Performance Management and Availability Management ITIL Practice Guides and the integration of those ITIL processes with associated ITIL processes to ensure services are performing at agreed levels for current and future demands.
• Ensure that practices adhere to established directives & policies, Practice Success Factors (PSFs) and Key Performance Indicators (KPIs).
• Work in close coordination with other ITIL Practice Owners to ensure process integration and maximum performance and efficiencies.
• Collaborate with Service Owners and Service Managers to document and maintain Capacity and Performance Management and Availability Management Plans for each service. The Capacity & Performance and Availability Management Plans detail current service performance and utilization, future requirements, projected demand, service availability, capacity issues, and plans for improving performance and satisfying business requirements. The Capacity and Availability Management Plan shall include information on the performance and utilization of services and components.
• Develop, document, update (where appropriate), enhance, and execute capacity and availability management procedures in order to maintain high availability of each infrastructure component and application, and service in accordance with SLAs and agreed upon outcomes.
• Assess supporting technologies and develop roadmaps to support continual practice improvements.
• Monitor IT resource usage to enable proactive identification and resolution of capacity, performance and availability issues, taking proactive actions as needed.
• Capture trending information and forecast future GSA capacity and availability requirements based on industry best practices and provide change recommendations to improve service performance monthly.
• Ensure adequate capacity and availability exists within the environment, considering daily, weekly, and seasonal variations in capacity demands and notify the SMO and Service Owners & Managers when capacity and availability reaches an agreed upon threshold.
• Ensure that Capacity, Performance and Availability Management KPIs and targets are managed and reported.
• Investigate capacity, performance, and availability performance-related problems
• Determine new or changed business capacity and availability requirements including the identification of Vital Business Functions and determining the business impact caused by loss of service.

Requirements

Required Skills:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Provides technical/management leadership on major tasks or technology assignments.
• Establishes goals and plans that meet SMO and program objectives.
• Has domain and expert technical knowledge.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and be available for meetings, and other collaborative efforts during non-standard working hours to include weekends as business need dictate.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
• Must be willing to work a variety of shifts, including holidays as scheduled.
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

• Maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the companys expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel minimally 10%, via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

Preferred Skills:

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Strong operational experience in the Capacity and Performance and Availability Management processes.
• Experience in various analytical/reporting techniques supported by understanding of statistics and quality management concepts.
• Technical skills (database administration, application management, monitoring tools, unix systems, networking, server virtualization).
• Excellent English communication skills (written and oral)
• Understanding of a broad-spectrum of ITIL best practices
• ITIL Intermediate certifications preferred.
• Experience with ServiceNow, SolarWinds, Storage, VM Systems.

Soft Skills:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented: Able to drive things forward regardless of personal interest in the task

Benefits

SES provides a competitive salary and the following benefits: