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Line 204: − − === '''Lead, Service Management (EC-05)''' === − − * Meets with and provide technical assistance to Stakeholders and Project Manager in the analysis and documentation of the customer’s current environment and the development of business cases to support overall efficiency and effectiveness of services; − * Utilizes ITIL Service Design and Service Transition Process, organize business and operational data into technical options; develop business concepts of operations documents, use cases and presentation materials, which include a summary of the user specifications, timelines, ROI analysis and defined critical success factors; − * Defines and captures core and supporting business processes process/value stream mapping and analysis, tool selection and application, preparation and delivery and control planning; − * Matures processes throughout the organization to achieve service support process efficiencies; − * Attends design reviews to gain understanding of functionality to develop and execute testing and analysis tasks and responsibilities; − * Works with team to create and review business requirements, for new Service functionality and/or customer requests from requirements/specifications on service support options; − * Utilizes methodologies such as Lean Six Sigma, Kepner-Tregoe or other Process Improvement tools; identify, and document solutions for process improvements; − * Designs and implements Service Level Agreements (SLAs); − * Produces business process and procedure documentation in support of service modernization; − * Work closely with IT team and interfaces between the customer and project team to develop solutions and business requirements that will meet the needs of customers’ requirements and conform to the principles defined in the project plan; − * Ensures all project phases are properly addressed and that the design, development and testing of project components will meet customer requirements; and − * Works closely with customer and project manager to assist in the development of training materials, product documentation and customer documentation including the creation of technical documents and processes to ensure efficient and effective service delivery.
→Lead, Service Management (EC-05)
* Leads projects and provides advisory services and functional leadership to project teams composed of technical staff and contractors, on complex technological issues affecting the development, testing, implementation, integration or maintenance of software solutions and services; and
* Leads projects and provides advisory services and functional leadership to project teams composed of technical staff and contractors, on complex technological issues affecting the development, testing, implementation, integration or maintenance of software solutions and services; and
* Supervises and provides leadership to analysts and technicians and ensures their ongoing professional development.
* Supervises and provides leadership to analysts and technicians and ensures their ongoing professional development.
=== '''Senior Data Analyst (Data Architect) (EC-06)''' ===
=== '''Senior Data Analyst (Data Architect) (EC-06)''' ===
