PROBLEM & RELATIONSHIP MANAGER, IT Help Center (4867/G2117)
Provide strategic, tactical and operational leadership for the two IT Service Management processes of Relationship Management and Problem Management. Develop and maintain the processes such that they support the mission and initiatives of IS&T, work with other process owners to align process inputs and outputs, educate IT staff, especially service owners, in how to execute the processes, and ensure that the processes are being followed. While initially the focus will be to develop Relationship and Problem, it is anticipated that once these are more established, the focus will shift to maintenance of those processes and development of practices that enable other processes. Ensure IS&T has mechanisms in place to understand clients' needs and to follow up on those needs consistently. Ensure that service outages and degradations are analyzed, and that cause(s) and risk(s) are communicated to IS&T management for appropriate resolution. Act as a Relationship Manager for two or more client areas. Assist the Associate Director, Service Management with soliciting, tracking and prioritizing process and service improvement initiatives across the organization and assisting process and service owners with driving those improvements. May act as a driver for other IT service management processes, such as Continual Service Improvement in the future.
Analytical thinking, strong organizational skills, strong interpersonal skills, ability to work across a wide variety of issues at one time, strong verbal and written skills, strong innate intuition, strong technical understanding, customer service mindset, ITIL knowledge helpful, BA/BS required.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.