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IT Service Management Lead

Tucker-Rose Associates, LLC

This is a Full-time position in Austin, TX posted April 6, 2021.

SUMMARY Tucker-Rose Associates is seeking an IT Service Management Lead to help support the FMBT (Financial Management Business Transformation) program with the US Department of Veterans Affairs. As a member on FMBT, you will be supporting on all matters relating to Service Desk and Operations. This includes assisting with the strategic planning and execution of mission critical Service Desk and Operations activities for the FMS (Financial Management System) deployment. This role is high-client visibility. RESPONSIBILITIES Serve as a ldquoWaverdquo Lead and be the primary POC for all customer support and Hypercare strategy and planning activities. Lead the development of readiness plans and deliverables for Customer Support. Lead the development of dashboardsvisualizations tracking key Hypercare metrics. Manage the Customer Support components of the integrated master schedule and work closely with the client to ensure readiness activities are complete on time. Develop briefing materials and lead client meetings. Coordinate and cross collaborate with other internal workstreams and external contracting teams to support the development and execution of service desk activities. SKILLS Bachelorrsquos degree or equivalent in a related field Minimum of 6 ndash 8 years of consulting andor directly relevant industry experience Experience developing highly effective materials and work products (PPT decks, Power BI dashboards, detailed reports, etc.). Ability to exhibit flexibility and adaptability in a fast-paced environment as priorities change. Attention to detail and organizational skills. Proactive in asking questions to identify ways to improve client delivery. Ability to work independently with minimal supervision. Experience with enterprise-wide technology implementations, customer service, andor call center operations. Strong written and verbal communications skills to support business writing, professional correspondence, and meeting facilitation with diverse group of clients. Strong ability to coach and motivate a cross-functional team of analysts and subcontractors. Experience developing Power BI dashboards a plus.