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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management and enterprise process improvement, with a strong focus on stakeholder engagement, process optimization, and implementation of technology solutions. Proficient in Agile methodologies and capable of developing comprehensive training and documentation to support organizational change.
Highest-signal resume keywords
IT Service ManagementAgile MethodologiesProcess ImprovementITIL CertificationEnterprise Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process Flow DiagramsProcess MapsSOP DevelopmentStakeholder Requirements ElicitationAutomation RecommendationsPerformance Metrics EstablishmentCurrent-State AnalysisFuture-State AnalysisImplementation PlansTraining Material Development
Soft Skills
FacilitationCollaborationCommunicationLeadershipStrategic Direction Setting
Tools & Technologies
ServiceNowAgileScrumKanbanSDLC
Certifications & Qualifications
ITIL Certification
Industry Keywords
Federal Government ProgramsPublic Trust ClearanceIT OperationsEnterprise Process ImprovementStakeholder Briefs
Tech Stack
Tools & technologiesITSMSDLCServiceNow
About the role
Key responsibilities & impact- Improve enterprise project management workflows, including ServiceNow, by eliciting stakeholder requirements and partnering with development teams through implementation
- Evaluate CIOO IT service delivery effectiveness, efficiency, and consistency for the FDIC
- Identify bottlenecks, redundancies, process improvement opportunities, and opportunities to streamline processes
- Develop recommendations involving automation, technology integration, and policy changes
- Create optimized-process documentation, SOPs, and training materials
- Facilitate implementation of improvements and provide training and support to CIOO resources
- Establish process-performance metrics and monitoring frameworks
- Develop process flow diagrams, process maps, SOPs, implementation plans, future-state analysis, current-state analysis, and stakeholder briefs
- Set strategic direction for enterprise process improvement, performance, and budget functions
- Apply Agile, Scrum, Kanban, and traditional SDLC methods to workflow design and delivery
- Lead workshops and brief senior executives
- Implement IT policy initiatives and align IT policy with government frameworks
Requirements
What you’ll need- 10+ years of experience in IT Service Management, IT operations, or enterprise process improvement
- Master’s degree in Information Technology, Information Systems, Business Administration, or a related field
- Must be a US Citizen
- Ability to obtain public trust clearance
- ITIL Certification (preferred)
- Experience supporting federal government programs (preferred)
- Experience working with enterprise service management platforms (preferred)
- Experience developing process training or organizational change documentation (preferred)
Benefits
Comp & perks- 401K Retirement Plan
- Medical Plan options with significant financial investments from PBG
- Prescription benefit plan
- Dental and Vision coverage
- Employee Assistance Program
- Short term / Long-term disability
- Supplemental group life and AD&D options
- Yearly Bonuses
- Generous Paid Time Off / Paid Holidays
- Career/Professional Development Program
- Spot Bonus Program