Process Engineering Lead

Location: Remote, VA
Date Posted: 05-08-2018
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. We are a leading IT services provider headquartered in Reston, VA with offices in Richmond, VA Birmingham, AL and Columbia, MD that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. 

Title:  Process Engineering Lead
Location:  Remote  (some meetings in Falls Church, VA)
Employment Type: Full Time 
Compensation: Very Competitive

In this role, you will apply your understanding of ITIL and IT Service Management (ITSM) in support of Platform as a Service (PaaS) in a DevOps model. You would be responsible providing recommendations to support the development of artifacts and standard processes across the Applications Support team and support the ITIL SME a robust Continual Service Improvement (CSI) plan that relies on the principles of Plan-Do-Check-Act.
You will collaborate with Application Support managers and engineers and other stakeholders to establish, understand, and adhere to standard operating procedures and best practices. You will be involved in the business process modeling of the current standard processes and procedures, performing gap analysis and making recommendations to ensure that non-functional and functional requirements are adhered to and make recommendations for improvements if there are aspects of the DevOps and PaaS process engineering and procedures that are not performing well or impacting other areas of the enterprise.
Responsibilities and Duties:
  • Models processes by using business process modeling notation
  • Ensures proper sequence of operation of documented processes
  • Prepares specifications and operating instructions in concert with App Support ITIL SME, engineers, and other stakeholders
  • Provide recommendations to support the development of organization specific policies, procedures, and processes for support of Platform as a Service (PaaS) in a DevOps model.
  • Assisting in the analysis of strategies in order to mitigate risks of threats and vulnerabilities, from established processes and procedures and recommend appropriate improvement solutions.
  • Must be able to work closely with personnel to identify opportunities for process engineering to automate and improve the technical support.
  • Support of process operations, through both the application of the process control systems and general troubleshooting of the processes.
  • Support of the engineers and managers in troubleshooting problems with the processes and recommend improvements.
  • Support of the enterprise in planning and implementing new processes process controls.
  • Responsible for the reporting of the output of the process improvements.
  • Collaborate with the Applications Support ITIL SME, QA Manager, CM Lead and ITL SME
  • Establish metrics and benchmarks to understand if a process has been improved
  • Promote a culture of Continual Service Improvement
  • Working with cross-functional teams to model and baseline processes that have not been documented and provide direction and oversight for modeling and documenting the processes.
  • Manage work assignments and monitor for compliance with department & organizational policies and procedures.
  • Participate in compliance and audit activities related to services
  • Support the processes outlined in the Service Request Catalog.
  • Guide the development of new or changed Service Management processes.
  • Support the processes needed to report the Service Level Agreements (SLAs), Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) at regular intervals.
  • Assists customers in identifying and documenting current and future areas for process documentation and process improvement.
  • Ensure that all new or changed Service Management processes align with current policies and procedures.
  • Schedules and conducts regular service performance reviews and document progress of new processes implemented as well as the effect of process improvement.
  • Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business units.
1. Bachelors Degree in Computer Science, Engineering or a related technical discipline.
2. Masters Degree preferred.
Customer Preferred:
  • Technical Bachelor’s Degree or related degree and/or appropriate certification required
  • Bachelor Degree in Computer Science, Information Technologies, or a related field.
10-15 years of related systems engineering experience.
Customer Preferred:
  • A minimum of 5 years of experience in analyzing documentation and artifacts and provide detailed reports on quality and perform gap analyses to locate areas of improvement. Candidate shall assist the government with input, instructions, and guidance as needed for the creation of documentation and artifacts. You will review processes and procedures to ensure the requirements applicable to the technical management of the team as well as ITSM requirements are being met. Must have the ability to communicate clearly and succinctly in written and oral presentations. Must be able to model and write standard operating procedures that support area such as but not limited to:
    1. Incident Management
    2. Request Management
    3. Problem Management
    4. Change Management
    5. Asset/CMDB Management
    6. Technical Management
    7. Service Desk Management
    8. Service Catalog Management
    9. Continual Service Improvement
  • Technical Bachelor’s Degree or related degree and/or appropriate certification required
  • Bachelor Degree in Computer Science, Information Technologies, or a related field.
  • 5 years of demonstrated experience in Information Technology (IT) with at least 3 years focused on interpreting and applying policies and procedures based on ITIL and ITSM best practices.
  • Experience working in a DevOps environment and applying ITSM process and procedures
  • Participation and/or knowledge of Knowledge of ISO/IEC 20000-1:2011 compliance audits
  • Must possess excellent written and oral communication skills
  • Must have good planning and leadership skills
Specialized Experience required includes the analysis, design and implementation of ITIL and ITSM best practices that support improvements and management of artifacts and documentation that support PaaS in a DevOps model.
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