General Dynamics Information Technology · 16 hours ago
Continual Service Improvement & Innovation (CSI2) Subject Matter Expert (SME)
United States
Full-time
Remote
Senior Level, Lead/Staff
$149K/yr - $197K/yr
10+ years expGeneral Dynamics Information Technology is seeking an ITSM Continual Service Improvement & Innovation (CSI2) Subject Matter Expert to drive measurable progress in IT service improvement. The role involves owning the CSI operating model, prioritizing improvements, and establishing a disciplined approach to service delivery that focuses on customer feedback and operational efficiency.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
Responsibilities
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
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
Qualification
Required
10 + years of related experience
Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
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
Advanced ServiceNow (reporting, CSDM/CMDB, problem, change, catalog), KPI/OKR design, and executive dashboards in Power BI/Tableau
Comfortable with telemetry signals (logs/metrics/traces), SLO/error budgets, synthetic/RUM monitoring, incident timelines, and post-incident reviews
Experience prioritizing and implementing SOAR/ITSM runbooks, ChatOps/virtual agent intents, and AIOps correlation for alert noise reduction
Value-stream mapping, process mining, queueing basics, and change-risk controls (progressive delivery, pre-prod contract tests)
Partner with FinOps/TBM (Apptio or equivalent) to quantify unit economics, track variance, and validate savings; basic SQL/Excel for data wrangling
Translate control requirements into policy-as-code gates and auditable workflows that generate evidence automatically
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
Lead cross-tower workshops, align vendors to shared outcomes and OLAs, and drive decisions quickly with documented owners and dates
Define baselines and success criteria, run safe pilots, and scale only what moves the metrics; comfortable with A/B and time-boxed testing
Apply Prosci/ADKAR (or similar) to adoption; ensure training, knowledge articles, and comms are in place before rollout
Maintain a living CSI backlog, publish quarterly results, and tie funding to KPI deltas; keep improvements compliant and auditable
Anchor priorities to Voice-of-Customer and experience goals (XLAs) so improvements are felt at the front line
Preferred
ITIL 4 Managing Professional / Practice Manager (CSI/Problem/Change)
Lean Six Sigma Green/Black Belt
KCS Practitioner
SRE Foundation/Practitioner
Benefits
401K with company match
Comprehensive health and wellness packages
Full flex work weeks
Paid vacation
10 company-paid holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
H1B Sponsorship
General Dynamics Information Technology has a track record of offering H1B sponsorships. Please note that this does not
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Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
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