Customer Service Senior Advisor

Clearance Level
Program Management
Herndon, Virginia

REQ#: RQ62336

Travel Required: Less than 10%
Public Trust: None
Requisition Type: Regular

GDIT is looking for a Customer Service Senior Advisor to support the Dynamic 365 DevOps contract. This contract will support the Microsoft Dynamics 365 DevOps program for the VA supporting over 70,000 VA employees that use the D365 implementations on a daily basis to provide customer service to Veterans, their families and beneficiaries.  The candidate will support the sustainment, operations, maintenance, and enhancement of the D365 based systems and their integrations with the VA’s enterprise supporting Customer Relationship Management (CRM).  The program will scale to support over 14+ D365 applications migrating to the DevOps sustainment model. This contract will have a mix of contractor site and customer site with limited remote support.

Essential Functions and Job Responsibilities

The Customer Service Senior Advisor will assist in managing the performance of all levels of the project / customer service in a dynamic environment and take full ownership and accountability for the Incident & Problem management processes, resolution coordination and client reporting. The customer facing Customer Service Senior Advisor will be the client’s main GDIT point of contact for driving and reporting on all incident and problem management activities arising from the delivery of software from the DevOps team. This candidate will participate in client meetings and capture specific requirements and success metrics to evaluate program compliance and success.

The ideal candidate interfaces and coordinates with all Service Desk levels, end user groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes full ownership of end-to-end Incident and Problem Resolution. Additional duties may include tracking action items, capturing requirements, and preparing presentations.

Duties and responsibilities will include, but are not limited to:

  • Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
  • Evaluate Tier 1 service tickets and route within the Program to gain both Tier 2 and Tier 3 support resolution
  • Ability to troubleshoot an issue and determine appropriate escalation path for resolution.
  • Escalation path/route may be internal or external depending on the problem
  • Able to perform root cause analysis to determine if issue/problem is within DevOps team scope of work
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
  • Client and program point of contact for all Major Incidents
  • Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
  • Represent the first stage of incident escalation for all service levels
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
  • Escalate, when appropriate, incidents to defects for analysis and prioritization
  • Capture business requirements and success metrics for Program compliance / evaluation purposes
  • Prepare ad hoc presentations as required

Minimum Requirements:

  • Bachelor’s Degree in business related field, engineering, or a related scientific or technical discipline with at least 10+ years of experience
  • At least 7+ years of related technical and managerial experience in an end-to-end customer service environment or software development program
  • At least 3+ years prioritizing, evaluating and reporting on issues affecting user functionality or system performance
  • Familiarity with service desk technologies including IT Service Management or ServiceNow
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
  • Demonstrated experience and proven success implementing changes, processes, and standards to improve service desk operations
  • Good team player, able to manage multiple assignments, and adapt to changing client needs
  • Outstanding written and verbal communication skills with the ability to present to business leaders
  • Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting
  • US Citizenship or Green card holder

Desired Qualifications:

  • Certified Project Management Professional (PMP)
  • Help Desk Institute or Service Desk Institute Service Operations Manager Certification
  • Agile Product Manager or Product Owner certification
  • Previous Department of Veterans Affairs experience
  • Previous experience supporting Contact Centers
  • 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.