The ITSM Continual Service Improvement & Innovation (CSI2) SME is the programs 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. Youll 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, youll align partners to common metrics and ensure innovations land safely through change control, compliance, and training so gains persist.

Timeline:This is a contingent posting, expected to start in August, 2026

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, youll focus effort on what matters most to Veterans and staff: fewer disruptions, faster recovery, simpler requests, and clearer communication. Youll 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 YOULL NEED TO SUCCEED:

• Education: Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
• Experience:
  • 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 2040%, change failure 510%, ticket deflection +2030%, 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.
• Technical skills:
  • 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.
• Security clearance level: Public Trust
• Skills and 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
• Location: Austin, TX Hybrid Remote with periodic on-site meetings as required by the customer

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, wed like to meet you.