Information Systems Staff Officer 2

Responsibilities

Leads the QASP Team and serves as Senior QA Manager / Team Lead
Provide direct operational support to the AESD (Tier 1 Service Desk) and AESMP (ServiceNow) Operations
Conduct or support requirements analysis, design, development, performance measurement, procurement, lease, outsourcing, verification and validation, certification and accreditation, installation, transition, operations, support, and, where applicable, disposal by applying technical as well as program/project management skills.
Support development and application of proven acquisition strategies and procurement planning and monitoring.
Apply information technology to support business processes
Direct, coordinate and support operational activities in support of agile development, deployment and sustainment of AESMP capabilities to the Army
Maintain current knowledge of new hardware and software and recommends upgrading to maintain efficient operation.

Perform analysis of AESMP (ServiceNow) incident, request and ticket workflow where and when appropriate.
Technical skills include basic level of systems engineering, component engineering, software engineering, computer engineering, and electronics engineering.
Review and validate the delivery of AESD and AESMP Contract Deliverables (CDRLs) to ensure compliance on behalf of the government and report discrepancies and non-compliant areas
Conducted AESMP ticket quality review and call listening procedures to ensure that all agents are in compliance with the AESD and AESMP Performance Work Statement (PWS) requirements

Active DOD SECRET CLEARANCE required.

Requirements

BA in Computer Science, Engineering. Information Services or an equivalent combination of education and relevant experience is required
Minimum of 10 years of experience as a full time IT professional successfully leading, guiding, and directing program/projects
Familiar with Agile development processes.
Ability to lead technical planning and management meetings to achieve user requirements, including future modifications, scope changes and sustainment planning.
3+ years of experience using the Remedy or ServiceNow ITSM tool
Working knowledge and understanding of Amazon Connect telephony system.
3+ years of experience diagnosing and documenting problems by evaluating system performance metrics and work with system owner and mission contractor towards resolution.
Demonstrated leadership ability.
Excellent writing skills and ability to communicate effectively.
Knowledge of Project Management methodologies.
A deep understanding of the IT Service Management Model, including industry best practices for ITIL processes and success factors/KPIs.

Desired Experience

ITIL Foundation Certification.
Strong working knowledge of large, complex Service Desk or call center operational environments
Staff experience researching and writing white papers, compliance reports and assessment reports in support of activities for defining policy.
Ability to develop briefing materials, provide administrative and logistics support

Qualifications

US Citizenship is required
Have a Secret security clearance
Able to travel up to 5 percent

Skills

Systems Engineering
Component Engineering
Software Engineering
Computer Engineering
Electronics Engineering
Agile Development Processes
Project Management Methodologies
ITIL Processes and Success Factors/KPIs

Benefits

Comprehensive medical, dental and vision plans
Flexible Spending Accounts
Matching 401K
Paid time off
Tuition reimbursement plans