Our mission is to build a more resilient and connected society. We need people like you to join our team at one of the premier Department of Transportation agencies so we can continue to advance the way technology is used to improve the flow of traffic and public safety. Were growing and looking for bright individuals who are unafraid of challenges, thrive on problem-solving, and are passionate about helping our customers succeed.
About Our Team
By providing flawless, next-generation IT Services, our team plays an integral role in ensuring millions of drivers on thousands of miles of roads get where they need to go. We help our clients keep their state movingliterally. We are focused on continuously improving our service to help provide intelligent mobility for citizens and to remain competitive in an ever-evolving field.
Our New Teammate
Most children dont say I want to manage a service manual when I grow-up, but for you, it seems like a perfect fit for your experience and what comes naturally to you. You enjoy the detailed knowledge of processes, procedures, and systems which ensure quality, functionality, and reliability. To some, details are tenuous, but you see patterns, and opportunities to build Service Lifecycle processes and procedures, refine operations, and improve quality and compliance to deliver and restore service more efficiently. Our new team member also has the unusual ability to review their own ideas, processes, and procedures once implemented for bugs, gaps, quality issues, and areas for improvement, and are motivated to make them better based on the feedback.
You can expect to spend your time accomplishing the following:
- 20% of time on Objective 1: Strategic planning of the Service Management Manual (SMM).
- 25% of time on Objective 2: Implementing improvements or net-new models into the SMM.
- 50% of time on Objective 3: Evaluating, auditing, reporting on, and developing Service Improvement Plans
- 5% of time on Objective 4: Mature our service to our client via personal growth and development
Skills & Capabilities
|Feel personal ownership and pride for the end-to-end quality and delivery of Skyline + Clients Service Management Manual (SMM).|
|Prioritize achieving SLAs / SLOs, particularly service availability/uptime, by collaborating with subject matter experts (SMEs) to refine operating processes and procedures.|
|Thinks beyond the normal definition of team and ensures all changes are assessed for their impact on, and coordinate with, upstream and downstream services.|
|Partner with other Service Managers to provide valuable insights and recommendations from data and metrics for regularly scheduled service reviews.|
|Educate and train colleagues on SMM and their role in ensuring success.|
|Report on the delivery and budget performance, alignment to Governance and business priorities, and then use results reporting to inform prioritization. Implement and solve for metrics assessing quality, productivity, user experience, innovation, and cost.|
|Help Skylines team to perform as awesomely as we can by managing the lifecycle of our SMM by performing SMM Audits, identifying improvement areas, partnering to develop and deploy those improvements, and then measuring the impact of the teams improvements against SLA / SLOs wash, rinse, repeat.|
|Ensure compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies, by integrating compliance into our processes and systems.|
|Utilize, research, and introduce best practices and new innovations to lead business process analysis, re-engineering, process measurements, and change management activities.|
Experience, Skills & Education
|Data-driven performance management through scorecards or dashboards.||5 to 7 years|
|Experience with Jira, and Project/Portfolio tools||5 to 7 years|
|Providing service delivery in an IT environment||Over 7 Years|
|ITSM with ITIL certification required(see below)||Over 7 Years|
|ServiceNow||Over 7 Years|
Education and Certification Requirements
|Education: Bachelors Degree or equivalent work experience|
|Degree Area: Computer Science, Information Systems, Engineering, Business, or Technical discipline.|
|Minimum Number of Years of Relevant Work Experience: 7|
|Supervisory Experience, Total size of organization: No|
|Specialized Training or Certifications: ITILv4 Foundations certification, ITIL Intermediate certification, ITIL Expert certification preferred|
|Certification(s) / Licenses: ITIL|
|Organizational, verbal and written communication skills level: Excellent|
|Microsoft Office Skill levels: Superior: Microsoft Excel (can perform complex functions) & Google Suite -Google Sheets and analysis tools.|
|Other Software experience required: ServiceNow required; 8+ years; PowerBI or data-driven performance management through scorecards or dashboards.|
|Depth of Agile Experience: Business Owner|
|Working Conditions: Work is performed in an office setting whether in a company-provided office or work-at-home arrangement.|