GDIT is seeking a Solutions Director/Operations Manager for our Healthcare Integrated General Ledger Accounting System (HIGLAS) program at the Centers for Medicare & Medicaid Services in Windsor Mill, MD. The Operations Manager will be responsible for the overall management of all IT Service Management (ITSM) and IT Operations Management (ITOM) processes built on the ITIL framework using ServiceNow across the HIGLAS Program.
The program scope includes support for HIGLAS (based on Oracle eBusiness Suite), HIGLAS Business Intelligence (HBI, based on OBIEE), Consolidated Budget System (CBS, based on Oracle Hyperion), HIGLAS Identity Management (HIDM, based on Oracle Identity Management), a portfolio of supporting tools including a foundation of IT Service Management (ITSM) through the use of the ServiceNow platform, and infrastructure management.
Oversight and guidance of all IT Service Management (ITSM) and IT Operations Management (ITOM) processes built on the ITIL framework using ServiceNow across the HIGLAS Program.
Oversight, guidance, and thought leadership for Help Desk / Service Desk (Tier 1), incident management, major incident management, problem management, service request management, knowledge management, event management, change management, configuration management including CMDB and application code/configurations, and release management.
Oversight of HIGLAS batch operations, daily processing of 4-5M health claims and $1-2B payment processing.
Lead program-level communications, including building and maintaining templates and stakeholder subscriptions to bulletins using the govDelivery platform.
Driving continuous improvement of ITSM/ITOM processes, batch processing, and communications.
Participating in Impact Assessment Board to identify and mitigate operational impact of upcoming projects, CSI efforts, and enhancement requests.
Possess and provide clear process vision and prioritization of all initiatives to ensure stabilization and continuous service improvement.
Developing and maintaining deliverables and work products related to responsibility areas, e.g. Incident process document, Problem process document, Change process document, etc.
Preparing and conducting briefings for GDIT Leadership, CMS client management and Executive Leadership.
Lead and manage direct report team leads and overall team.
Manage financials for responsibility areas, including forecast and budget.
Required Qualifications and Skills
BS/BA or the equivalent and 10+ years’ experience working in similar large-scale mission critical application environment.
ITIL v3 Foundation or ITIL v4 Foundation certification
Experience supporting federal government customers
Proven skills in creating a vision, developing and executing plans to achieve the vision, and driving continuous improvement.
Experience directing teams through the resolution of complex and inter-related activities and issues.
Experience interfacing with senior level clients of an organization.
Knowledge of ServiceNow ITSM and ITOM processes is desired.
Desired Qualifications and Skills:
Previous experience leading or supporting an Oracle Federal Financials program.
Knowledge and experience working with ServiceNow platform, specifically ITSM, ITOM, ITBM.
Project Management Professional (PMP) certification
Attributes for Success
Strong leadership skills, presence and the ability to challenge and assess processes and results, lead process improvement efforts and the implementation of solutions.
Ability to lead solutioning and working sessions with our internal HIGLAS Team and our customer.
Strong oral and written communication skills.
Innovative and forward thinking.
Strong analytical and organizational skills.
Focus on metrics to measure results and improvements.
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.