Department Of Veterans Affairs Work Values

Daily Duties at Department Of Veterans Affairs:

Manage the VA National Service Desk (NSD) Process Integration & Knowledge Management teams for service support operations. Implementation manager for new customer support within the VA National Service Desk. Developed the initial process integration framework, using sound project management techniques and logic based approaches. Developed extensive after action reviews that assessed lessons learned and implemented frequent adjustments after measurement for Continual Process Improvement. Key resource for internal and external directors in supporting and implementing processes for transition to NSD tier 1 support and tier 2 escalations, as well as managing the transition to automation tools. Manage and lead a cross functional team of 32 employees and contractor with dozens of additional key stakeholders in integrating new customers for product tool use and support. Segmented the team into specialty areas, system functional support group, ITIL based change management, request management, service support, on-boarding coordinators and leads, system categorization team, as well as elevated privileges support teams. Manage project requirements, project deliverables and provide direction, guidance, gap analysis to internal and external personnel on system use for ticketing tools as well as business process evaluation and guidance. Successfully implemented over 350 new customer integrations within a 5-year period. Develop, create and provide extensive training materials, to include knowledge documents, standard operating procedures and direct training for VA employees nationwide. Lead and facilitate communications, demonstrations, presentations, as well as functioning as the lead trainer designing training curriculum and implementing standards and procedures for training to increase competence and productivity within the organization. Presented hundreds of training sessions with great success. Developed a dozen new training processes for the National Service Desk that greatly enhanced the efficiency and delivery of training to VA personnel. Work with senior level personnel to support their departmental process integration, knowledge management and training needs, screening, evaluating and recommending key tools and programs for direct reports. Core member of contract selection and management team, designated to evaluate contract bids and provide written technical evaluations for award. Interacted with cross functional teams including internal personnel, the technical acquisition office and the contractor. Managed key aspects of a multi-year 380-million-dollar contract to include; the management of contractor deliverables, adherence to the contract requirements, analysis of base and out year dollar estimates. Primary author of key contract communications, memos, and contracting language. Lead analyst for budgeting, out year planning and key documents for contract modifications.

What they like about Department Of Veterans Affairs:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Integrate, Management, Services, Training, Benefits, Budgeting, Business Objects, Change Management, Customer Service, customer service skills, Virtual, Telework, Government, Veterans Affairs, VA, Process Integration, Program Management, Knowledge Management, Process Improvement, Customer Service Support, Supervisor, ITIL, Change Managment, Contract Managment, Process Integration, Contract Management, Process Improvement, Service Desk, Product Integration

Skills

Business Communications, Presentations, Contract Management, Knowledge Management, Process Integration, Process Improvement, Marketing, Budgeting, Project Management, ITIL

These are some of the questions we asked our climbers about their experiences with Department Of Veterans Affairs: