Continual Service Improvement & Innovation (CSI2) SME

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI (T2)

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Change Leadership, Executive Dashboards, Key Performance Indicators (KPI), Prioritization, Process Improvements

Certifications:

None

Experience:

10 + years of related experience

US Citizenship Required:

No

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.

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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Hybrid

Work Location:

USA TX Home Office (TXHOME)

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans