ATT Service Manager Admin IV Government 

United States, Virginia 

526908291

to support the Defense and National Security sector.

The job duties of the Service Manager are as follows:

• The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiency.
• Ensures services are defined and continuous service processes work in practice, diagrams and documents repeatable processes for a technical program.
• Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity.
• Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items.
• Monitors service fulfillment; identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution.
• Performs version-controlled updates and document tracking.
• Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions.
• Develops and deliver service operations documentation.
• Reviews process changes with internal board and submit them through the ITSM tool.
• Escalates issues regarding service management process workflows.
• Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication.
• Monitors project lifecycle workflows and submit tickets to resolve errors.
• Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations.
• Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training.
• Creates/improves complex workflows and processes of repeatable tasks.
• Understands business capabilities of tools.
• Drives initiatives for new methods and obtain buy-in from stakeholders.
• Takes accountability for the quality of requirements and business process development and implementation.
• Conducts quality management reviews to ensure compliance standards are met.
• Works with integrators and developers to seek out solutions to improve productivity and performance metrics.
• Creates Weekly, Daily and Monthly reports and manage task deadlines.

Required Qualifications:

Candidate must have ahigh school diplomaand 5 years experience, an associate’s degree and 3 years experience or a bachelor’s degree and one year experience.

• Familiarity of ITIL processes.
• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation.
• Develop user stories to provide justification for requirements solutions.
• Ability to execute tasks quickly and efficiently.
• Intermediate Confluence and MS Visio experience.
• Ability to collaborate with teams, facilitate technical discussions and business requirements.
• Use various program resources to answer questions and recommend solutions.
• Lead/participate in various meetings and forums and report impacts to stakeholders.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Time Type:

Chantilly, Virginia08/15/2024