Service Management Lead
Systems Engineering Solutions Corporation, United States

Years of Experience: 5 years

Education Requirements:A Bachelor’s Degree in engineering, or a related scientific or technical discipline is required.

Program Description: Create an end-to-end management perspective to ensure proper compliance and oversight of GI Bill programs, and the use of data and business intelligence to monitor and measure school and student outcomes.

Position Description: Lead a Customer Service Support Team for a large and complex federal program

Requirements

Responsibilities:

• Analyze large data sets to make strategic operational decisions
• Develop and manage ServiceNow development efforts
• Help prepare and deliver briefings to client executive leadership
• Manage and track team performance against key performance indicators and service level agreements
• Assist in the creation of standard operating procedures and optimizing sustainment processes
• Lead strategy sessions with client leadership to prioritize future work and goals
• Document, triage, and resolve end user incident tickets.
• Develop a high-level understanding of multiple applications to train system users when problems arise.
• Lead triaging sessions with technical resources to identify system defects and resolve incident tickets.
• Analyze system trends using historical data and be able to articulate system trends to project and business leadership.
• A self-starter with a passion for customer service amp; data analysis

Preferred Skills

• Previous experience with VA and working on VA legacy systems for Education Service

Soft Skills:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• ADamp;D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off

Job Rewards and Benefits