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One global team creating trusted, innovative solutions to make the world a safer place.

Continual Service Improvement/Service Strategy Coordinator

Requisition ID 96326BR Date updated 04/21/2017

TheGCS Divisionis seeking a Service Strategy Coordinator to support theatre-wide requirement processing in an InformationTechnology Service Management (ITSM) framework based on Information TechnologyInfrastructure Library (ITIL) best practices. The scope of this position willinclude executing service strategy and continual service improvement lifecycleprocesses and procedures to include receipt, validation, categorization, andprioritization of requirements for IT support and evaluation and improvement ofquality of services and overall maturity of ITSM lifecycles and underlyingprocesses. The Service Strategy Coordinator will be the Subject Matter Expertfor service strategy policies, processes and procedures. Candidate willpossess considerable experience with ITIL frameworks and be able to practicallyapply the concepts.

Principal Responsibilities:

·Receipt, evaluation, validation, categorization, and prioritization ofrequirements for IT support

·Communication and coordination with customers and other stakeholders toobtain required information to facilitate and execute requirement processing

·IT requirement processing to include requirement, stakeholder, and missionimpact analysis to validate, categorize, and prioritize requirements

·Continual service improvement processes and procedures to evaluate andimprove the quality of services and overall maturity of the ITSM lifecycles andunderlying processes

·Adherence to standardized documentation requirements and proceduresincluding maintaining adequate historical documentation and records utilizingauthorized tracking and documentation tools

·Adherence to communication, reporting, monitoring, and audit requirements

·Apply continual improvement and communicate lessons learned to furtherimprovements in policies, processes, and procedures

·Development and execution of audience appropriate training

·Implement process improvement from historical information, lessons learned,and the results of reporting, monitoring, and audit procedures.

Required Skills/Certification:

  • Must have a minimum of 4 years of professional experience
  • Minimum of 1 year of experience in information technology network operations
  • Demonstrated understanding of network topology and devices
  • Bachelor’s degree or equivalent experience
  • ITIL Foundation Certification
  • Ability to understand and adhere to policies, processes, and procedures
  • Demonstrated self-starter with ability to independently resolve problems
  • Ability to exercise agility to changing requirements and support a culture of agility within the team
  • Excellent understanding of U.S. Military organizations
  • Must meet overseas medical deployment qualifications
  • Must possess the willingness to travel with the military to locations throughout Southwest Asia, as required, to support the military customer at their location(s) via military air/land convoy
  • Ability to lift and carry 50 lbs.
  • Ability to work in a bivouac environment
  • Willing to travel to overseas locations for a 1 year unaccompanied deployment
  • Ability to maintain a professional and courteous manner in difficult situations
  • Ability to maintain high quality work to manage multiple critical projects
  • Ability to perform and participate in a team oriented environment
  • Ability to communicate effectively with a diverse group of users, both oral and written
  • Excellent customer service skills and demeanor.
  • Must possess an active DoD SECRET clearance.

Desired Skills:

  • Familiarization with BMC Remedy ITSM8.1
  • PMP Certification
  • ITIL Intermediate or Expert Certifications
  • CompTIA Security+
  • CompTIA Network+
  • Network Operations Service Center (NOSC) Experience

Business Unit Profile

Raytheon Intelligence, Information and Services delivers innovative technology to make the world a safer place. Our expertise in cyber, analytics and automation allow us to reach beyond what others think is possible to underpin national security and give our global customers unique solutions to solve the most pressing modern challenges -- from the cyber domain to automated operations, and from intelligent transportation solutions to creating clear insight from large volumes of data. IIS operates at nearly 550 sites in 80 countries, and is headquartered in Dulles, Virginia. The business area generated approximately $6 billion in 2016 revenues. As a global business, our leaders must have the ability to understand, embrace and operate in a multicultural world -- in the marketplace and the workplace. We strive to hire people who reflect our communities and embrace diversity and inclusion to advance our culture, develop our employees, and grow our business.

Relocation Eligible

Clearance Type
Secret - Current

Configuration Management

Type Of Job
Full Time

Work Location
Kuwait - Camp Arifjan

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