The successful candidate will identify quantitative metrics for each Service Level Requirement (SLR) in order to meet the thresholds established by the VA. The candidate will also track performance data and maintain trend analysis to identify threshold variances, anomalies, patterns and areas for improvement. In addition, the candidate will be expected to provide oral and written discussion of analytical findings using narrative and graphic forms.
The candidate will define the triggers for measuring quality levels, and converting those into specific performance requirements that must be captured during process automation. The candidate will be expected to review results from test environment, evaluate those results and present them for review and concurrence. The candidate will be engaged with leading, collecting and auditing the SLRs from Production. This will include anomalies and errors that require immediate intervention and transactions off-ramped where processing automation rules dictated that course of action. Ultimately, this candidate will be responsible presenting the SLRs metrics on weekly basis and working with the development and DevOps to isolate areas that failing the quality thresholds established by the VA.
The candidate will lead a team to support all stages of processing veteran and third party Freedom of Information Act (FOIA)/ Privacy Act (PA) requests for disclosure of Veteran records including request acknowledgement, record extraction, tracking, redaction, bundling, official correspondence letter, secure delivery and request closeout. The candidate will support processes that track request, status, and metrics from end-to-end. The candidate will interface with limited VA client stakeholders, including the COR and VA Privacy Officers, and expected to document and resolve any issues that arise. The candidate will lead the effort to modernize the predominately manual process through automation using commercially available tools and features.
Duties and responsibilities will include, but are not limited to:
Working closely with the business process analysts and architects to develop quantitative definitions for each of the SLR metrics to monitored
Leading the implementation and collection for SLR metrics through a software development team that will be using agile practices for complex software projects;
Reviewing and identifying the SLR results from multiple process automation runs in progressive testing environments leading to Production deployment;
Collecting, analyzing and presenting the Production SLRs on a weekly basis to the VA customer through easy to understand bar charts, diagrams, and trend analysis graphs
Identifying innovative solutions to solve complex test problems;
Training/mentoring of team members to understand how SLR metrics are captured and evaluated;
Partnering with Agile Release Train to plan for new functionality, resolve defects, and incorporate error injection test methodologies;
Leading improvements to the Automation test framework for the organization to accurately account for specific SLR metrics.
Bachelor’s Degree in business related field, engineering, or a related scientific or technical discipline with at least 8+ years of experience
Most recent experience must demonstrate at least 2 years of automation of business processes in the conversion of manual processes and may include any combination of artificial intelligence / machine learning, natural language processing, and/or efforts utilizing optical character recognition
8+ years of progressive experience with managing quality metrics to support program compliance where service level agreements or service level requires exist
4+ years analyzing program metrics to decompose areas where thresholds are not being met in order to recommend program improvement
4+ years working in software development environment with direct hands-on experience defining specific quality metrics for implementation and presentation of findings for customer review
4+ years’ experience in supporting the validation of quality metrics from progressive testing environments that must meet threshold requirements before application / COTS software can be deployed to Production
3+ years’ experience integrated into an agile development team environment
At least 2+ years of calculating and presenting SLA / SLR scores for a program
Experienced with elevating defects into defect management tracking tool;
Excellent written and verbal communication and teamwork skills.
Previous Department of Veterans Affairs experience
Active VA access including assigned CAG and PIV
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.