p>Qualifications: ⢠Required: ⢠Bachelors degree in Computer Science, Information Technology, or equivalent work experience ⢠5+ years of experience in network operations, quality assurance, or related roles ⢠TS/SCI with Poly required ⢠ITIL Certified ⢠Experience with ServiceNow, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions ⢠Experience of performance data analysis of ITIL processes ⢠Knowledge of analyzing data, metrics, and associated results and communicate effectively what the data is portraying ⢠Skilled at working collaboratively in a complex environment and driving performance achievement and improvements ⢠Data-driven and analytical mindset of service excellence and customer satisfaction ⢠Excellent customer service skills to understand client and Customer representative's concerns and requirements.
⢠Desired: ⢠Experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios ⢠Experience working with Government clients, specifically within the Intelligence Community ⢠Project Management Professional (PMP) certification ⢠Leader in MSI practice implementation and operations ⢠Led managed IT infrastructure service transitions ⢠Experience leading large teams in a matrixed management structure ⢠Demonstrated experience with facets of personnel management ⢠Experience managing large, decentralized public-sector clients.