Continual Service Improvement & Innovation (CSI2) SME
About The Position
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 FinOps into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard. 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. 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. HOW THE CSI2 SME WILL MAKE AN IMPACT: 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. WHAT YOU’LL NEED TO SUCCEED: 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.
Requirements
- 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.
- Advanced ServiceNow (reporting, CSDM/CMDB, problem, change, catalog), KPI/OKR design, and executive dashboards in Power BI/Tableau.
- Comfortable with telemetry signals (logs/metrics/traces), SLO/error budgets, synthetic/RUM monitoring, incident timelines, and post-incident reviews.
- Experience prioritizing and implementing SOAR/ITSM runbooks, ChatOps/virtual agent intents, and AIOps correlation for alert noise reduction.
- Value-stream mapping, process mining, queueing basics, and change-risk controls (progressive delivery, pre-prod contract tests).
- Partner with FinOps/TBM (Apptio or equivalent) to quantify unit economics, track variance, and validate savings; basic SQL/Excel for data wrangling.
- Translate control requirements into policy-as-code gates and auditable workflows that generate evidence automatically.
- Turn telemetry and finance into “so-what” narratives for executives, technical teams, and non-technical audiences; write crisp one-pagers and change notes.
- Lead cross-tower workshops, align vendors to shared outcomes and OLAs, and drive decisions quickly with documented owners and dates.
- Define baselines and success criteria, run safe pilots, and scale only what moves the metrics; comfortable with A/B and time-boxed testing.
- Apply Prosci/ADKAR (or similar) to adoption; ensure training, knowledge articles, and comms are in place before rollout.
- Maintain a living CSI backlog, publish quarterly results, and tie funding to KPI deltas; keep improvements compliant and auditable.
- Anchor priorities to Voice-of-Customer and experience goals (XLAs) so improvements are felt at the front line.
Nice To Haves
- ITIL 4 Managing Professional / Practice Manager (CSI/Problem/Change)
- Lean Six Sigma Green/Black Belt, KCS Practitioner
- SRE Foundation/Practitioner
Benefits
- Full-flex work week to own your priorities at work and at home
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you build your skills and own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and 10 company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
