Continual Service Improvement & Innovation; CSISubject Matter Expert; SME

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Public Trust/Other

Required:

MBI (T2)

Job Family: IT Infrastructure and Operations

Job Qualifications:

Skills: Change Leadership, Executive Dashboards, Key Performance Indicators (KPI), Prioritization, Process Improvements

Certifications: None

Experience: 10 + years of related experience

US Citizenship

Required:

No

The ITSM Continual Service Improvement & Innovation (CSI2) SME is the program’s accelerator for measurable progress. You will own the CSI operating model, turning data from ITSM, observability, security, and Fin Ops into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard. In a multi-vendor SIAM environment, you’ll align partners to common metrics and ensure innovations land safely through change control, compliance, and training so gains persist.

You’ll standardize how improvements are proposed, tested, funded, and scaled – define baselines, set clear targets (SLOs/XLAs and cost-per-unit), run A/B or time-boxed trials, and publish results in plain language.

Timeline: This is a contingent posting, expected to start in August, 2026

You will replace ad‑hoc “good ideas” with a disciplined engine that delivers results quarter after quarter. By linking Voice‑of‑Customer feedback, incident/problem trends, and unit‑cost data to a transparent backlog, you’ll focus effort on what matters most to Veterans and staff: fewer disruptions, faster recovery, simpler requests, and clearer communication. You’ll establish a pilot rhythm covering automation of top runbooks, AIOps for noisy services, right‑sizing and storage tiering, and change‑risk reduction, that will show objective deltas before enterprise rollout.

The outcome is visible on the shared scorecard: availability up, MTTR and change failure down, ticket deflection and first‑contact resolution up, forecast accuracy within plan, and total cost per unit trending down without compromising security or compliance.

• Education
  :
  Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
• Experience
  :
  • 10+ years in leading IT service improvement, reliability engineering, or service management programs at federal or Fortune‑500 scale; 3+ years in multi‑vendor/SIAM environments.
  • Demonstrated delivery of measurable innovation improvements (e.g., MTTR −20–40%, change failure ≤5–10%, ticket deflection +20–30%, forecast accuracy ≥95%, verified cost savings) using ITIL 4 CSI, Lean/Six Sigma, and SRE practices.
  • Hands‑on ownership of problem management, knowledge management, and executive reporting/QBRs; experience running pilot‑then‑scale innovation programs.
  • Familiarity with federal standards and guardrails (NIST RMF/CSF, Zero Trust/TIC 3.0, M‑21‑31 logging) and how to embed them in day‑to‑day operations.
• Technical skills
  :
  • ITSM & Analytics:
    Advanced Service Now (reporting, CSDM/CMDB, problem, change, catalog), KPI/OKR design, and executive dashboards in Power BI/Tableau.
  • Observability & SRE:
    Comfortable with telemetry signals (logs/metrics/traces), SLO/error budgets, synthetic/RUM monitoring, incident timelines, and post‑incident reviews.
  • Automation & AIOps:
    Experience prioritizing and implementing SOAR/ITSM runbooks, Chat Ops/virtual agent intents, and AIOps correlation for alert noise reduction.
  • Process Improvement:
    Value‑stream mapping, process mining, queueing basics, and change‑risk controls (progressive delivery, pre‑prod contract tests).
  • Financial Linkage:
    Partner with Fin Ops/TBM (Apptio or equivalent) to quantify unit economics, track variance, and validate savings; basic SQL/Excel for data wrangling.
  • Compliance by Design:
    Translate control requirements into policy‑as‑code gates and auditable workflows that generate evidence automatically.
• Security clearance level
  :
  Public Trust
• Skills and abilities
  :
  • Plain‑Language Storytelling:
    Turn telemetry and finance into “so‑what” narratives for executives, technical teams, and non‑technical audiences; write crisp one‑pagers and change notes.
  • Facilitation &…