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Job Details


ITSM Service Catalog Management Process Lead ( R-00054631 )

Customer Service

Customer Service



Virginia, United States


Job Description:

More About the Role:
This unique ITSM opportunity provides a challenging role on a high-visibility DoD program through engineering support to the Navy Marine Corps Intranet (NMCI), the largest information technology (IT) network in the world. Leidos is seeking an IT Service Management (ITSM) Process Manager to support efforts for the Service Management, Integration, and Transport (SMIT) contract. For this program, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

The candidate will be responsible for processes, procedures, and oversight to optimize the services delivered by SMIT. In this role, the candidate will be responsible for performing ongoing analysis, and trending and forecasting of service delivery to optimize operational performance and efficiency. In addition, the ITSM Service Catalog Management Process Lead will manage the CLIN lifecycle to include activation, inactivation, annual rollovers, and price adjustments from suppliers. Activation of a CLIN will occur during new proposal awards or as a replacement of an end-of-sale item. Inactivation of a CLIN will occur when product or services are no longer available.

What You'll Get to Do:
•Develop, design and optimize end-to-end processes to support Service Catalog Management.
•Develop digital Business Service Catalog and Technical Service Catalog.
•Coordinate CLIN lifecycle with customer and service providers.
•Integrate CLIN lifecycle into order management tool.
•Maintain a catalog of all CLINs to include lifecycle status.
•Coordinate Service Catalog changes with customer representatives.
•Collect, consolidate, and standardize Service data into Service Design Packages.
•Analyze and report on process KPIs and associated SLRs.
•Perform analysis, trending and forecasting of service demand and service delivery and recommend improvements to optimize performance and efficiency.
•Perform analysis to develop business process changes to maximize efficiencies.
•Participate in interviews and Program Partnering Workshops to capture data and knowledge specific to job functions.
•Perform Gap Analyses - Review documentation & validate progress, validate workflows, problem escalation rules, and roles.
•Establish and maintain transparent and respectful working relationships with leadership by site, team members, and Leidos representatives.
•Collaborate and coordinate with external customers, management, subcontractors, vendors, and other disciplines.

You'll Bring These Qualifications:
•Requires B.S. Degree and 8-12 years of prior relevant experience or Masters with 6-10 years of prior relevant experience.
•Must have experience in developing and analyzing Service Requirements, Service Level Requirements, and Service Architecture artifacts.
•Ability to coordinate changes to processes to improve the NMCI.
•Experience with CLIN and Catalog Management.
•Understanding of key ITSM processes including Service Catalog Management and Continual Service Improvement.
•Must be able to work collaboratively in a team environment.
•Must be able to work independently to develop innovative approaches and optimizations.
•Create a culture which drives continuously improved service delivery.
•Strong written and verbal communication skills to collaborate with customer representatives, domain experts, and other stakeholders.
•Ability to work well with people from many different disciplines with varying degrees of technical experience.
•Team leadership to task and drive team performance.
•ITIL v3 certification(s) or ITIL 4 Foundation certification(s).
•Must be a U.S. Citizen with a Secret clearance.
•Travel may be required (post COVID).

These Qualifications Would be Nice to Have:
•Master’s degree in Systems Engineering.
•Leadership experience.
•Experience with US Navy Order to Payment processes.
•Vendor Management Experience.
•Defense industry experience.
•Experience with Navy Process Reference Model (NPRM).
•Experience with USMC Enterprise ITSM Framework processes.
oInformation Technology Infrastructure Library (ITIL) version 3 Expert certification
oInformation Technology Infrastructure Library (ITIL) version 3 Master certification
oITIL 4 Strategic Leader certification

External Referral Bonus:Ineligible

Potential for Telework:Yes, 75%

Clearance Level Required:Secret

Travel:Yes, 10% of the time

Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Business Systems Analysis

Pay Range:Pay Range $78,000.00 - $120,000.00 - $162,000.00