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Continual Service Improvement & Innovation (CSI2) SME

General Dynamics Information Technology -
Remote

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Job details

Benefits

Paid holidays
Work from home

Qualifications

Knowledge management
Power BI
ITIL Certification
IT service management
Tableau
SQL
Bachelor's degree
NIST standards
ServiceNow
Problem management
RMF

Full job description

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.

Job Description

The ITSM Continual Service Improvement & Innovation (CSI2) SME is the program’s accelerator for measurable progress. You will own the CSI operating model, turning data from ITSM, observability, security, and FinOps into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard. You’ll standardize how improvements are proposed, tested, funded, and scaled: define baselines, set clear targets (SLOs/XLAs and cost-per-unit), run A/B or time-boxed trials, and publish results in plain language. In a multi-vendor SIAM environment, you’ll align partners to common metrics and ensure innovations land safely through change control, compliance, and training so gains persist.

HOW THE CSI2 SME WILL MAKE AN IMPACT:

You will replace ad-hoc “good ideas” with a disciplined engine that delivers results quarter after quarter. By linking Voice-of-Customer feedback, incident/problem trends, and unit-cost data to a transparent backlog, you’ll focus effort on what matters most to Veterans and staff: fewer disruptions, faster recovery, simpler requests, and clearer communication.
You’ll establish a pilot rhythm covering automation of top runbooks, AIOps for noisy services, right-sizing and storage tiering, and change-risk reduction, that will show objective deltas before enterprise rollout.
The outcome is visible on the shared scorecard: availability up, MTTR and change failure down, ticket deflection and first-contact resolution up, forecast accuracy within plan, and total cost per unit trending down without compromising security or compliance.

WHAT YOU’LL NEED TO SUCCEED:

10+ years in leading IT service improvement, reliability engineering, or service management programs at federal or Fortune-500 scale; 3+ years in multi-vendor/SIAM environments.
Demonstrated delivery of measurable innovation improvements (e.g., MTTR 20–40%, change failure 5–10%, ticket deflection +20–30%, forecast accuracy 95%, verified cost savings) using ITIL 4 CSI, Lean/Six Sigma, and SRE practices.
Hands-on ownership of problem management, knowledge management, and executive reporting/QBRs; experience running pilot-then-scale innovation programs.
Familiarity with federal standards and guardrails (NIST RMF/CSF, Zero Trust/TIC 3.0, M-21-31 logging) and how to embed them in day-to-day operations.
Education: Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
Location: Austin, TX – Hybrid Remote with periodic on-site meetings as required by the Customer
Security clearance level: Public Trust
Timeline: This is a contingent posting, expected to start in August 2026

TECHNICAL PROFICIENCIES:

ITSM & Analytics: Advanced ServiceNow (reporting, CSDM/CMDB, problem, change, catalog), KPI/OKR design, and executive dashboards in Power BI/Tableau.
Observability & SRE: Comfortable with telemetry signals (logs/metrics/traces), SLO/error budgets, synthetic/RUM monitoring, incident timelines, and post-incident reviews.
Automation & AIOps: Experience prioritizing and implementing SOAR/ITSM runbooks, ChatOps/virtual agent intents, and AIOps correlation for alert noise reduction.
Process Improvement: Value-stream mapping, process mining, queueing basics, and change-risk controls (progressive delivery, pre-prod contract tests).
Financial Linkage: Partner with FinOps/TBM (Apptio or equivalent) to quantify unit economics, track variance, and validate savings; basic SQL/Excel for data wrangling.
Compliance by Design: Translate control requirements into policy-as-code gates and auditable workflows that generate evidence automatically.

SKILLS & ABILITIES:

Plain-Language Storytelling: Turn telemetry and finance into “so-what” narratives for executives, technical teams, and non-technical audiences; write crisp one-pagers and change notes.
Facilitation & Influence: Lead cross-tower workshops, align vendors to shared outcomes and OLAs, and drive decisions quickly with documented owners and dates.
Experimentation Mindset: Define baselines and success criteria, run safe pilots, and scale only what moves the metrics; comfortable with A/B and time-boxed testing.
Change Leadership: Apply Prosci/ADKAR (or similar) to adoption; ensure training, knowledge articles, and comms are in place before rollout.
Governance & Rigor: Maintain a living CSI backlog, publish quarterly results, and tie funding to KPI deltas; keep improvements compliant and auditable.
Customer Focus: Anchor priorities to Voice-of-Customer and experience goals (XLAs) so improvements are felt at the front line.

PREFERRED CERTIFICATIONS:

ITIL 4 Managing Professional / Practice Manager (CSI/Problem/Change)
Lean Six Sigma Green/Black Belt,
KCS Practitioner
SRE Foundation/Practitioner

GDIT IS YOUR PLACE:

Full-flex work week to own your priorities at work and at home
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you build your skills and own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and 10 company-paid holidays

If you are energized by turning data into measurable improvements, and by building a repeatable engine that advances reliability, security, experience, and cost every quarter, we’d like to meet you.

Work Requirements

Years of Experience

10 + years of related experience

may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Salary and Benefit Information

The likely salary range for this position is $149,469 - $196,650. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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