Job ID: 2011915
Location: WASHINGTON, DC, United States
Date Posted: Aug 25, 2020
Category: Program Management
Subcategory: Project Analyst
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Benefits: Click here
Join SAIC’s team to assist the Federal Health agencies such as Veteran Affairs (VA), Defense Health Agency (DHA), and Federal Drug Administration (FDA) implement an integrated system supporting health systems and facilities to deliver a single modernized system. The team will transition existing and proposed systems while maintaining IT service and support capabilities supporting large number of personnel who support the continuum of health services. This is a contingent position located in the National Capital Region of Washington DC.
The Service Management Manual Manager (SMM Manager) is responsible for planning and implementing the Service Management Manual (SMM); including its overall taxonomy, organization, and management. Drives all the Integrated Service Providers for adoption, participation, and compliance with the SMM and ensures the continual maturity of the SMM, and the drive to single processes.
Specific roles and responsibilities for the SMM Manager include:
Lead a team to develop and maintain the Service Management Manual (SMM) for coordination, management, and reporting of the Integrated Service Providers across the Integrated Environment.
The SMM outlines the operational activities designating ITIL based performance standards, processes, and polices for the interaction with the Service Providers for the delivery of the Integrated Services. The SMM specifies the organization, the tasks, and responsibilities associated with elements in the delivery of the Integrated Services.
Manage the processes and procedures to support the Integrated Environment, such that the objectives, scope, and principles of the Integrated Environment are achieved.
Ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM.
Regularly examine and optimize the organization of the SMM to improve the operating environment across all the Integrated Service Providers.
Verify and report on the effective compliance with the SMM policies, processes, and procedures by the Integrated Service Providers, Customers, and other vendors.
Have experiences in developing, maintaining, and managing a set of the performance metrics for SMM related activities
Provide analysis on such verification and reporting at least twice per year.
Secure the portions of the SMM that pertain to the SIPRNet Environment are only accessible to those authorized users with credentials to work in the SIPRNet Environment.
Document issues with the SMM with the service desk as Problems and resolve these issues through the Problem Management practice.
Manage corrective actions with the Integrated Service Providers and validate required changes.
Report on Problems and corrective actions against the SMM monthly.
Have experience in automating processes using AIOps, RPA, and other tools
Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD and nine (9) years or more experience.
Previous experience in VA, DHA, and/or FDA strongly preferred
Experience developing and maintaining a Service Management Manual (SMM) or similar document and process.
Experience in executing the Information Technology Service Management (ITSM) framework including best practices such as Information Technology Infrastructure Library (ITIL), Agile, Scrum and DevSecOps.
ITIL v3 or 4 certification required
Process reengineering certifications preferred such as Lean Six Sigma Green or Black Belt, Value Stream Mapping, etc.
Must have Secret clearance.
CONUS/OCONUS travel up to 10% of the time may be required.
SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability