Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.


5-190603-9038: Problem Process Manager
LocationU.S. - Arizona - Fort Huachuca
Open Date6/4/2019
  
JOB DESCRIPTION

STG, a wholly owned subsidiary of SOS International LLC (SOSi), is seeking a Problem Process Manager in Fort Huachuca, AZ. The ideal candidate is someone who will possess experience in Service Management. The Problem Process Manager supports the appointed organizational process owner for the delivery and measurement of the Problem service management process. The process manager develops, maintains, and improves process activities to ensure the achievement of agreed upon service levels in alignment with established policy and key performance indicators (KPIs).

ESSENTIAL JOB DUTIES
• Establishes, documents, and refines the processes and procedures required to ensure quality service delivery
• Develops metrics and reporting methodologies to measure process performance and improvement
• Works directly with ITIL process analysts to mentor them in the gathering, interpretation, trending, and reporting of process related data
• Works directly with the Service Desk and other technical teams to understand developing trends across the incident, event, change and request fulfillment processes to identify candidates for Problem investigations and/or process improvement opportunities
• Works directly with the ITIL process expert to ensure process improvement initiatives align with best practice guidance within the ITIL process lifecycle and organizational goals
• Cooperates with other ITIL process managers to ensure inter-process activities are well maintained and transition smoothly across the ITIL process lifecycle
• Ensures organization is sufficiently trained to conduct Problem Management activities.
• Oversees Problem investigations to include assisting with root cause analysis, identification of Known Errors and corrective actions.
• Provides organizational leadership with analyses of the information collected through the execution of process activities and recommend courses of action for the purposes of making operational, tactical, or strategic decisions
• Prepares and presents to organizational leadership a monthly overview of process related metrics and activities, including but not limited to: Achievement of KPIs and in process improvement metrics; status of process improvement efforts underway or in the pipeline; ad hoc requirements as requested by the customer
• Additional duties as assigned

MINIMUM REQUIREMENTS

• HS + 3 years related experience
• ITIL Foundation certification required w/in 90 days of hire
• ITIL Intermediate required w/in 6 months of hire
• Experience working in a dynamic military environment
• Excellent communication and presentation skills, both written and verbal
• Excellent PC skills utilizing the Microsoft Office suite (Word, Excel, PowerPoint, Visio, Project
• Secret clearance or ability to obtain interim

ADDITIONAL INFORMATION
DESIRED QUALIFICATIONS
• Fluency in a foreign language.

WORK ENVIRONMENT
• Normal office working conditions with possible requirement to lift and/or move objects or packages of up to 25 lbs.
• Periods of non-traditional working hours including consecutive nights or weekends when necessary.