Continual Service Improvement & Innovation (CSI2) SME

Requirements

• Change Leadership, Executive Dashboards, Key Performance Indicators (KPI), Prioritization, Process Improvements Certifications:
• None Experience:
• 10 + years of related experience US Citizenship Required:
• No
• Job Description:
• HOW THE CSI2 SME WILL MAKE AN IMPACT:
• 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.
• Education : Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
• Location : Austin, TX - Hybrid Remote with periodic on-site meetings as required by the Customer
• Security clearance level : Public Trust
• Timeline: This is a contingent posting, expected to start in August 2026
• TECHNICAL PROFICIENCIES:
• ITSM & Analytics: Advanced ServiceNow (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, ChatOps/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 FinOps/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.
• SKILLS & 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 & Influence: Lead cross-tower workshops, align vendors to shared outcomes and OLAs, and drive decisions quickly with documented owners and dates.
• Experimentation Mindset: Define baselines and success criteria, run safe pilots, and scale only what moves the metrics; comfortable with A/B and time-boxed testing.
• Change Leadership: Apply Prosci/ADKAR (or similar) to adoption; ensure training, knowledge articles, and comms are in place before rollout.
• Governance & Rigor: Maintain a living CSI backlog, publish quarterly results, and tie funding to KPI deltas; keep improvements compliant and auditable.
• Customer Focus: Anchor priorities to Voice-of-Customer and experience goals (XLAs) so im

Benefits

Additional Information

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:

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at General Dynamics IT? Share your experience