Senior Queue Manager (Government)

AT&T - COLUMBIA, Maryland

The Queue Supervisor will lead the efforts to develop, document, implement, and drive the activities around managing and governing ITSM Processes in support of a large IT service contract and will conduct monitoring for process accuracies and improvement opportunities through the use of internal controls, metrics and reporting. The Process/Workflow Manager will be responsible to implement and maintain the ITSM Process Management Strategy and resultant workflows and will drive day to day activities to ensure the Process Management approach is effectively managed and maintained from a governance and on-going operations perspective.

Responsibilities include:

• Understanding foundational concepts and navigates the relationships between ITSM Processes, ITSM Process requirements, and business/IT management needs that span multiple ITSM Processes.
• Leading the efforts and process to gather and create ITSM Process requirements or process improvements
• Leading design and/or coordination of workflows that implement the ITSM Processes
• Acting as the supportive source of knowledge for a ITSM processes.
•  Leading the analysis and recommendations for ITSM Process cost saving opportunities.
• Leading the process Continual Service Improvement efforts
• Responsibility for the effectiveness of the process 8. Leading and supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities
• Leading the appropriate ITSM Process boards and committees.
• Driving the day to day activities to ensure the accuracy, governance, and maintenance of ITSM Processes
• Leading the escalation / communication of risks and issues as appropriate
  
• Supporting the communication and training of ITSM Processes to operational and engineering team.

The queue supervisor shall have sixteen (16) years of experience that can be a combination of program or project management and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be in Computer Science, Information Assurance, Information Security System Engineering, or related discipline from an accredited college or university. Deep Knowledge with the related ITSM Processes and Polices. Working knowledge of workflow tools; e.g. Service Now. Experience working in a team-oriented, collaborative environment

Required Clearance: Candidate must have a TS/SCI polygraph clearance.

Desired: ITIL v3 Foundations Certification Preferred one or more ITIL Intermediate Certificate (Continual Service Improvement; Planning, Protection, and Optimization)



AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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Posted: 30+ days ago

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