Business Requirements Engineer

Job Description:
Consolidated Support Center Business Requirements Engineer for the Headquarters Army Information Management Support Center (HQDA IMCEN) Requirements Analysis Division (RAD).
Responsible for defining the operational procedures, tools, and resources for the Army Information Technology Agency (ITA) Consolidated Customer Support Center (CCSC).
Conducts surveys of current Service Desk operations across existing ITA agencies to ascertain scope of required resources, contracts, tools, and procedures for baseline Call Center (Tier 1) operations in the Pentagon and supporting locations.
Develops recommended processes and procedures for consolidated Tier 1 operations at the CCSC site.
Develops detailed Standard Operating Procedures for the CCSC Tier 1 Operations.
Develops recommended service levels and metrics for CCSC Tier 1 Operations.
Examines CCSC IT systems and work processes to assess effectiveness and efficiency of the system in meeting the organizations mission. Recommends changes in process, to include information exchange technology and other enhancements, or recommends the process remains unchanged.
Prepares and presents training information to CCSC technical and user personnel.
Prepares and presents briefings, papers, and reports documenting the results of all engineering support activities. Interfaces with user, technical, and management personnel on a daily basis.
Performs other CCSC Engineering responsibilities as assigned.Background and Experience: (including education, skills, work activities)
(a) Minimum required:
Bachelors Degree in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline.
Excellent communication skills, both oral and written.
In-depth knowledge of processes involved in IT systems engineering, including requirements definition, analysis, design, implementation, test, and support of hardware, software, networks, security, and life-cycle support.
Experience in the operations of an IT Service Desk supporting large DoD organizations.
Experience in the specification, design, implementation and use of automated Service Desk support tools such as Automatic Call Distribution systems and Remedy.
Knowledge of Continuity of Operations support.
Knowledge of, and ability to apply, principles of IT Infrastructure Library (ITIL) to real-world situations.
Knowledge of Service Level Management concepts.
Experience in the engineering of business processes to optimize business operations.
This position may require flexible hours.
(b) Desired:
Masters of Science in an IT-related field.
Experience providing IT support for Headquarters, Department of the Army.
REQUIREMENTS
Please see Job Description