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Continual Service Improvement/Service Strategy Lead.

Requisition ID 96327BR Date updated 04/20/2017

TheGCS Divisionis seeking a Service Strategy Coordinator Lead 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 execution of and leading a team in the execution of service strategyand continual service improvement lifecycle processes and procedures to includereceipt, validation, categorization, and prioritization of requirements for IT supportand evaluation and improvement of quality of services and overall maturity ofITSM lifecycles and underlying processes. The Service Strategy Lead will be theSubject Matter Expert for service strategy policies, processes and procedures.Candidate will possess considerable experience with ITIL frameworks and be ableto practically apply the concepts.

Principal Responsibilities:

·Performance of key administrative and non-administrative functions toinclude reporting

·Encourage team dialogue; keep team and management informed of taskaccomplishment, issues and status

·Escalate issues that cannot be resolved by the assigned service strategycoordinator team

·Serve as initial point of contact for assigned service strategycoordinators coaching and providing direction, instructions, and guidance toidentify solutions to challenges and obstacles based on management direction

·Monitors workload of all team members; adjust and redistributes assignmentsaccordingly

·Demonstrates importance of quality by reviewing work products of team andmaking necessary modifications

·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

·Review of critical performance measurements and trend analysis foroperational impact and improvement opportunities

·Establish and maintain appropriate cross-functional governance structuresto enable effective decision making

·Prepare concise, well written documents using appropriate industry andtechnical language

·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 6 years of professional experience
  • Minimum of 3 years 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:

  • Experience leading teams
  • Familiarization with BMC Remedy ITSM 8.1
  • PMP Certification
  • ITIL Intermediate or Expert Certifications
  • CompTIA Security+
  • CompTIA Network+
  • Network Operations Service Center (NOSC) Experience

96327
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
No

Clearance Type
Secret - Current

Expertise
Configuration Management

Type Of Job
Full Time

Work Location
Kuwait - Camp Arifjan

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