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1768 - Business Process Consultant Technical Specialist

Offutt Air Force Base, Nebraska
TS/SCI

GENERAL DUTIES:

  • Demonstrated experience in consulting with a specialization in business and operational process change.
  • Process Improvement (PI) Subject-Matter Expert (SME) is accountable to define the processes, products, and responsibilities required to implement effective ITIL Processes and CSI concepts and practices into USSTRATCOM. The SME shall combine practices, methods and principles from quality management, ISO9001/20K, ITSM, TBM and performance measurement practices. PI SME is in direct support of the Information Technology Service Management Office (ITSMO).
  • The PI SME is facilitates the life-cycle management of services throughout USSTRATCOM.
  • The PI SME may assist in the proposal, development and maintenance of services, policies, standards, processes, systems and measurements that enable the customer to manage risk, cost, control, IT Governance, compliance and business performance objectives.
  • This position will use automated tools.
  • Provides process engineering technical support expertise to production activities and projects to improve unit operations. Analyzes processes and re-engineering alternatives, with an understanding of technical problems and solutions as they relate to the current and future business environment. Supports process change by integrating new processes with existing ones and communicating these changes to impacted Business Systems teams. Uses analyses to develop recommended operational improvements. Recommends and facilitates quality improvement efforts, such as Six Sigma and ISO 9004. Has specialized experience in modeling business processes and requirements (using structured tools and techniques, i.e. use-case scenarios and data flow diagrams) and integrating them with data and system architectural models and requirements.

REQUIRED QUALIFICATIONS:

  • A SME to the ITSMO in process and service development within the ITIL and TBM frameworks.
  • Consultant for the design, documentation and publicizing of the processes and services for service lifecycle management (SLM).
  • Captures opportunities for process enhancements and for improving the efficiency and effectiveness of processes and services
  • Assist ITSMO in ensuring that processes and services are correctly implemented
  • Provide management with strategic decision information related to the ITSM and TBM frameworks
  • A SME for KPIs, metrics and measures as assigned to the processes and services
  • Assist in the development of the requirements and process/service tools
  • Point of contact (POC) for the escalation of ITIL/ITSM and CSI questions
  • Identify training requirements and may conduct training for the ITSMO
  • Assist in the design and implementation of critical success factors (CSFs), key performance indicators (KPIs) and other metrics
  • Provide a weekly status report to ITCC II Management and the ITSMO Manager
  • Support the ITSMO with facilitating and acting as secretariat for the Information Technology Service Management Working Group meetings
  • WIll have the Continuous Service Improvement (CSI) Process Manager function and report to the CSI Process Manager.
  • Help maintain the customers SharePoint site content.
  • Assist in the development of processes and procedures for USSTRACOM Process Owners and Manager
  • Self-motivated; proactive; team player able to manage multiple tasks efficiently for on-time delivery
  • Strong oral and written communication skills, including experience communicating with technical and non-technical clients
  • Requires 8 to 10 years with MS/MA or 5 to 7 years with PhD.
  • ITIL Foundation v3 and/or 4
  • ITIL Expert/ITIL CSI Certification
  • MS Visio
  • Quality Assurance experience ISO 9001 and/or 20000
  • Risk Management and Root Cause Analysis (RCA)
  • Project Management

DESIRED QUALIFICATIONS:

  • Remedy/JIRA/Contour experience desired
  • TBM experience desired
  • CMMI experience Configuration Management
  • Software Testing

CLEARANCE:

  • TS/SCI