DXC Technology Service Desk - Continuous Improvement Analyst - Secret Clearance in Norfolk, Virginia
DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries.
The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology at http://www.dxc.technology/ .
DXC Technology has an immediate need in our US Public Sector group for a Service Desk – Continuous Improvement Analyst – Secret Clearance in Norfolk, VA.
·Process all mail sent to Continual Improvement mailbox --- respond clearly to manager escalations and other requests with thoroughly researched clarification of current SvD processes and SvD agent decision-making.
·Follow-up includes validating established processes, coordinating process changes to correct gaps/errors/inconsistencies, ensuring customer satisfaction by having issues re-addressed, and providing feedback (via OBS, supervisors, TLs) for agent coaching.
·Complete all aspects of Continual Improvement initiatives from start to finish -- define the problem, research the issue, analyze business impact using ticketing information and other metrics, devise creative solutions, seek appropriate approvals (SCCB, CI), implement changes, author and/or update related UIs and KM documents, generate Quick Tips or other related SvD communications, and evaluate business outcomes.
·Oversee or assist with Knowledge Manager function --- monitor Feedback mailbox, scrutinize feedback submissions for validity, coordinate feedback requests with SvD SMEs, coordinate proposed changes with SCCB as needed, arrange mass updates as necessary, ensure document reviews and approvals occur within the defined timelines, recruit qualified reviewers and approvers, provide authoring/editing training as needed, ensure ISSM list is current, ensure Critical Documents list is current, answer KM-related questions daily.
·Provide SvD presence for new Navy business projects, to incorporate new business and processes into SvD functioning. Develop and distribute related communications, information, and knowledge articles.
·Log customer service complaints received through Customer Satisfaction Surveys on SharePoint, and provide feedback to supervisors.
·Serve as SvD process liaison on outside team meetings as requested.
·Create Service Desk Quick Tips, Urgent Items, and other communications for distribution upon manager approval.
·Manage the 1STOP SvD website, correct broken links, and ensure posted information is current and valid.
·Assist with processing requests for new SvD templates or updates to current ones.
·Maintain CE training hours for 8570 certification, and complete required company training within the determined timeframe.
·Maintain and consistently demonstrate a solid knowledge of company guidelines, processes, practices and procedures.
·Develop resourceful rapport with other NMCI teams.
·Perform miscellaneous duties supporting the business as needed.
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities