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:
GDIT IS YOUR PLACE:
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.
