Incident Manager

    MAXIMUS, Inc.
    1201 Maryland Ave SW, Washington, DC
    Full-time
    Similar jobs pay $34.72 - $69.52

    Job Description

    Job Description Summary

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

    The U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy.

    The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.

    This individual is responsible for establishing, updating and enforcing Incident Management SOP's. This individual has the responsibility of ensuring all incidents, especially SEV1 and 2, follow the approved call plan for both internal and external entities. These include the ERT, PMO, GPMO, IPT teams and the TI NOC. Matures and ensures IT operations maintains compliance with program SLO's and provides input on program SLA compliance. Provides leadership and required training to service desk team to ensure Incident management processes and methodologies are common across all shifts and locations. Incident Manager will also serve as a backup to the IT Operations Manager/Service Desk Manager.

    Duties/Responsibilities:
    • Provides updates, reports, trend analysis, and root cause analysis on all aspects of IT to Management.
    • Attends key meetings
    • Provides guidance to team.
    • Engages in solution support activities.
    • Responsible for Managing Incidents that arise and taking ownership of technical bridges through resolution.
    • Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
    • Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
    • Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
    • Establishes operational objectives and work plans and delegates assignments to subordinates.

    Additional Requirements as per contract/client:
    • Incident management experience
    • ServiceNow experience
    • In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.
    • Must able to accommodate shift duties and after hours on call duties.

    Essential Duties and Responsibilities:
    - Lead a team of Test Analysts supporting multiple project/release testing and production business/system processes.
    - Define and support test analysis, including: define test targets, define test details, define test assessment and traceability, and determine test results.
    - Support test design, including: design test approach, test environment configurations, testability mechanisms, structures the test implementation, defines testability elements.
    - Define and manage testing procedures to ensure that systems products and services meet minimum organization standards and end-user requirements.
    - Test software applications to ensure proper operation and free from defects.
    - Document, support and resolve risks and issues related to the Test Phase of a project's SDLC.
    - Document and work to resolve quality problems.
    - Devise improvements to current procedures and develops models of possible future configurations.
    - Create level of efforts for projects/releases based on an evaluation of impact analysis, requirements and design documents to support the Testing Phase of the SDLC.
    - Develop and manage test plans including creating and documenting test plans, test scenarios, test cases and test scripts.
    - Perform other duties as assigned by leadership.

    Minimum Requirements:
    - Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    - In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    - Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    - Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
    - Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
    - Develops and administers schedules, performance requirements; may have budget responsibilities.
    - Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    - Often must lead a cooperative effort among members of a project team.
    - Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
    - Provides guidance to subordinates within the latitude of established company policies.
    - Recommends changes to policies and establishes procedures that affect immediate organization(s).

    Education/Certification Requirements:
    • Bachelor's Degree from an accredited college or university in Information Technology or related field required; equivalent experience can be considered in lieu of degree
    • At least five (5) years of previous experience as a Help Desk Technician
    • At least three (3) years of previous experience as a supervisor required; other IT management experience will be considered
    • Previous ITIL implementation and leadership experience required
    • Preferred qualifications include knowledge of networking, Windows, desktops, servers, storage and common applications

    In accordance with contractual requirements:
    Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau. Ability to pass United State Census Bureau suitability assessment.

    Sponsorship:
    MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.

    Residency requirement:
    Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.

    Essential Duties and Responsibilities:
    - Lead a team of Test Analysts supporting multiple project/release testing and production business/system processes.
    - Define and support test analysis, including: define test targets, define test details, define test assessment and traceability, and determine test results.
    - Support test design, including: design test approach, test environment configurations, testability mechanisms, structures the test implementation, defines testability elements.
    - Define and manage testing procedures to ensure that systems products and services meet minimum organization standards and end-user requirements.
    - Test software applications to ensure proper operation and free from defects.
    - Document, support and resolve risks and issues related to the Test Phase of a project's SDLC.
    - Document and work to resolve quality problems.
    - Devise improvements to current procedures and develops models of possible future configurations.
    - Create level of efforts for projects/releases based on an evaluation of impact analysis, requirements and design documents to support the Testing Phase of the SDLC.
    - Develop and manage test plans including creating and documenting test plans, test scenarios, test cases and test scripts.
    - Perform other duties as assigned by leadership.

    Minimum Requirements:
    - Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    - In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    - Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    - Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
    - Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
    - Develops and administers schedules, performance requirements; may have budget responsibilities.
    - Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    - Often must lead a cooperative effort among members of a project team.
    - Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
    - Provides guidance to subordinates within the latitude of established company policies.
    - Recommends changes to policies and establishes procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

    EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

    Posting ID: 552773115Posted: 2020-05-28