Operations Service Manager

Kavaliro is seeking an Operations Service Manager to support a client in Virginia.

Job Description:
Customer is looking for an Operations Service Manager (OSM) to capture system issues, coordinate with GPOCs on correcting those issues, and making system changes to correct bugs and possible design flaws. Activities include:

• Assist customer alumni, Office of Alumni Relations (OAR) Staff and contractor colleagues, by capturing, communicating, and translating primary alumni portal user issues. Issues may range from technical access problems, navigation questions about forms and content upon securely accessing the portal, form submission status inquiries, and/or notifying OAR personnel of the need for action/case management updates.
• Provide external and internal communication options, which may include separate phone and email identities requiring administrative management.
• Contribute to development efforts by monitoring user log files, coordinate with low and high elements for any CI/SEC concerns.
• Provide tangible user-story and UI/UX feedback to the development team according to Alumni user observations, comments, and feedback.
• At times, serve as an authorized DTO under the purview of peer DTOs and guidance by the team lead and/or GPOC. This key role will be essential for the dual 'low-to-high' and 'high-to-low' data flow of alumni user observations, comments, and feedback.

REQUIRED SKILLS:

• Demonstrated experience communicating both written and orally using email, video conference, telephone, and service request database.
• Demonstrated experience providing rules, procedures and technical information clearly and accurately, both verbally and in writing, to partners, peers and customers.
• Demonstrated experience working with customer with developmental challenges or disabilities and understanding the necessity to communicate clearly with this demographic and the respectful etiquette that is required.
• Demonstrated experience equivalent to help desk roles for the purpose of supporting various versions of internet browsers, and mobile devices.
• Demonstrated experience managing multiple priorities, eliciting information from customer, and gathering and maintaining information related to incidents.
• Demonstrated experience with technical writing, maintaining SOPs, and communicating to a diverse population.
• Demonstrated experience performing regular security network monitoring to identify misuse and abnormalities.
• Demonstrated experience managing use of a government-furnished mobile phone.

DESIRE SKILLS:

• Demonstrated experience provisioning and/or disabling accounts using CRM tools.
• Demonstrated experience providing data transferring services on networks.
• Demonstrated experience administering and maintaining Atlassian Software Suite (Jira, Confluence).
• Demonstrated experience using Splunk dashboards.

Location:

• Chantilly, VA
• This position is onsite and there is no remote availability.

Clearance Requirement:

• Candidates must have an active TS/SCI security clearance with a Full Scope Polygraph.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.