Company Job Title:
Workflow Manager Lead
Service Delivery Manager
Exempt, Full Time, Regular
Summary: The Workflow Manager will assist the Service Delivery Manager fulfill Service Level Agreements (SLAs); manage Critical Success Factors (CSFs) and Key Performance Indicators (KPIs); and most importantly, improve the Customer Experience. The Workflow Manger is a champion for knowledge capture and are instrumental in implementing Shift-Left (a.k.a. 3-2-1-0-Negative 1) getting documented knowledge readily accessible to the lowest tier level possible, fastest resolution of issues and fulfillment of requests for the Customer and improving the Customer Experience.
Essential Duties and Responsibilities: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
Implement Workflow Management (WM) Principles and Practices
Participate in specifying, reviewing, and implementing improvements to procedures and tools used in Workflow Management
Manage Information Technology Service Management (ITSM) Ticketing System (Remedy, ServiceNow, etc.) Ticket Queues to ensure absolute minimal elapsed clock time to resolution and closure and improve the Customer Experience
Proactively coordinate ticket handling with IT Groups and Customers keeping the Customer constantly informed to improve the Customer Experience
Oversee and coordinate expeditious handling and resolution of VIP Support Tickets
Report automated statistics and status of all open Tickets
Major Incident identification and escalation to the Service Delivery Manager and Major Incident Coordinators (Duty Officers)
Verify non-First Contact Resolution (non-FCR) Tickets are truly non-FCRs and provide feedback to Service Desk supervisors for coaching/mentoring
Support the Service Desk, Knowledge Management, and Customer Self-Service / Self-Sufficiency
Forward any captured knowledge to the Knowledge Management team members for Knowledge Articles creation and inclusion in Shift-Left and Customer Self-Service / Self-Sufficiency
"Evergreen" Document Review where no Workflow Management Team document's last reviewed date is greater than 6 months old
Provide leadership and work guidance to less experienced team members
proactively coordinate with Information Technology (IT) Groups the resolution and closure of Customer Tickets in the shortest elapsed clock time
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
Bachelor's Degree or 5 additional years of Information Technology experience
5 years’ experience managing ITSM Ticket Queues
Experience with Information Technology Service Management (ITSM) Ticketing Systems (Remedy, ServiceNow, etc.) including working with generated reports/dashboards to manage tickets
Must possess the HDI-KCS-F Knowledge Centered Services (KCS) Foundation (or equivalent) and HDI-TSP Technical Support Professional (or equivalent) certifications within one year of start date
Knowledge, Skills and Abilities:
Attention to detail and quality of work
Interpersonal skills to interact with Customers and IT Staff
Ability to research, organize, create and maintain clear, concise Workflow Management-related documents
Ability to work in a fast-paced, Customer Experience-focused environment
Ability to obtain a Public Trust Security Clearance within 30 days of hire date
Ability to work independently and as part of a team
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program.