U.S. Marine Corps SERVICE LEVEL MANAGEMENT & REPORTING SPECIALIST NF4 in Kansas City, Missouri
Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team! MCCS is a comprehensive program that supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community. We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organization functioning smoothly and effectively.
Learn more about this agency
Serves as the Service Level Management & Reporting Specialist and is responsible for development and management of Service Level Metrics and Governance Parameters. Performs analysis of actual performance with pre-defined expectations. Determines the appropriate corrective actions for unmet Service Levels and coordinates with cross-functional teams to monitor and confirm desired results of corrective actions.
Establishes Service Level Metrics across the SSC and then works to ensure all Process Areas and any Memorandum of Agreement (MOA) is appropriate and supports the achievement of the agreed Service Level Targets. Establishes enterprise-wide organizational buy-in for the structure of Service Level Metrics.
Monitors and manages the quality of service for the SSC’s Key Performance Indicators (KPIs). Creates templates and tools for Service Level Management (SLM) processes, and coordinates with the Process Areas to collect Service Level Metric data. Serves as the single Point of Contact in the SSC organization for Service Level Performance, driving and enabling the organization in order to achieve stability, reliability, and performance.
Oversees service quality, coordinating the activities required to meet the SSC’s standards on service level, customer satisfaction, process improvement, and documentation and knowledge management from an internal and external standpoint, and is responsible for the ultimate results and continuous improvement in these areas. Prepares monthly Service Level Reports and provides relevant data for managing MOA expectations, proactively reviewing MOA service level snapshots for any potential breaches. Notifies the process teams or leadership to take preventative actions.
Provides business intelligence analysis & reporting including analytics, data mining, process mining, complex event processing, benchmarking, and predictive and prescriptive analytics. Performs data analysis of operational processes providing both a tactical and strategic perspective of business functions. Completes other miscellaneous business reporting. Ensures proper criteria, directives, and business quality management principles are being applied into the SSC and are in accordance with SSC’s established methodology. Conducts an annual customer satisfaction survey and an analysis of the response. Sets expectations regarding the quality of service levels as it relates to measurable performance.
This is a white-collar position where occasional lifting up to 20 lbs. may be required.
May travel to complete work assignments, and conduct or attend conferences and meetings. May work a fluctuating work schedule to complete work assignments outside of the typical work week and work hours. Performs other duties as assigned.
25% or less - Varies
- #### Job family (Series)
0501 Financial Administration And Program
Conditions of Employment
- See Duties and Qualifications
Bachelor’s Degree in Accounting, Finance, Statistics, Business Management or Management Information Systems (Master’s Degree preferred) with four years of related and relevant work experience OR an appropriate combination of education and experience that demonstrates possession of the knowledge and skill equivalent to that gained in the above; OR appropriate experience that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above.
Strong knowledge of financial data gathering and metrics tracking and reporting, and financial systems / processes, controls, and ability to translate into measurable Service Levels. Experience working across multiple levels (including executive level), functions and regions; able to partner, lead and influence others without having a direct reporting relationship. Prior experience working in an environment comprising both military and civilian elements highly desired. Knowledge of DoD Instructions and Marine Corps policies, procedures, rules and regulations is a plus.
Deep understanding of end-to-end AP, Payroll, AR or GL processes and associated technology platforms, along with significant Business Intelligence and statistical analysis & reporting including analytics, data mining, process mining, complex event processing, benchmarking, and predictive and prescriptive analytics. Experience with the collection, analysis, and interpretation of data, as well as the effective communication and presentation of results relying on data. In this role, statistics is central to the type of quantitative reasoning required for supporting important decisions in business. Performs statistical analysis of operational processes providing both a tactical and strategic perspective of business function. High degree of skill in analytical reasoning and the ability to apply that skill in the identification, analysis, and conceptualization of problems. Able to clearly communicate information to key stakeholders (including executive level) both written and orally. Demonstrated success in working effectively in a team environment and in building collaborative relationships with peers and with other stakeholders. Strong accounting, finance and or statistical background and systems orientation (such as Computron, Oracle EBS, etc.). Comfortable working in a fast-paced, high-energy environment. Experience creating dashboards and working with reporting tools (such as Tableau). Experience with benchmarking and benchmarking methodology and tools (e.g. Spotfire, APQC). A high degree of proficiency in Microsoft Office suite, especially Excel and Visio.
GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, gender, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.
It is Department of Navy (DON) policy to provide a workplace free of discrimination and retaliation. The DON No Fear Act policy link is provided for your review: https://www.donhr.navy.mil/NoFearAct.asp.
As part of the employment process, Human Resources Division will obtain a Criminal Record Check and/or an Investigative Consumer Report. Employment is contingent upon the successful completion of a National Agency Check and Inquiries (NACI). For all positions requiring access to firearms or ammunition, the Federal Government is prohibited from employing individuals in these positions who have ever been convicted of a misdemeanor crime of domestic violence, or a felony crime of domestic violence adjudged on or after 27 November 2002. Selectees for such positions must submit a completed DD Form 2760, Qualification to Possess Firearms or Ammunition, before a final job offer can be made.
Direct Deposit of total NET pay is mandatory as a condition of employment for all appointments to positions within MCCS.
*Education/certification certificate(s), if applicable.
*If prior military, DD214 Member Copy
This activity is a Drug-free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolerated. Federal employees have a right to a safe and secure workplace, and Marines, sailors, and their family members have a right to a reliable and productive Federal workforce.
INDIVIDUALS SELECTED FROM THIS ANNOUNCEMENT MAY BE CHANGED TO PART-TIME OR FULL-TIME AT MANAGEMENT'S DISCRETION WITHOUT FURTHER COMPETITION.
ALL ONLINE APPLICATIONS MUST BE RECEIVED BY 1159PM EASTERN STANDARD TIME (EST) ON THE CLOSING DATE LISTED IN THE JOB POSTING.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application/resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. This vacancy will be filled by the best qualified applicant as determined by the selecting official.
Background checks and security clearance
Drug test required
- Required Documents
Varies - Review "OTHER INFORMATION"
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
The Federal government offers a number of exceptional benefits to its employees. Benefits you get to enjoy while working at MCCS include but are not limited to:
Stability of Federal Civilian Service
People with passion for doing work that matters
Quality of Work Life Balance
Comprehensive Benefit Packages
Marine Corps Exchange and Base Facility Privileges
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
- How to Apply
How to Apply
All applications must be submitted online via the MCCS Careers website: www.usmc-mccs.org/careers
Resumes/applications emailed or mailed will not be considered for this vacancy announcement. To be considered for employment, the application or resume must be submitted online by 11:59 PM (EST) on the closing date of the announcement.
Note: To check the status of your application or return to a previous or incomplete application, log into your MCCS user account and review your application status.
Agency contact information
BUSINESS AND SUPPORT SERVICES
BUSINESS AND SUPPORT SERVICES DIVISION 3044 CATLIN AVE QUANTICO, VA 22134-5003 USA
Learn more about this agency
All applicants who submit an application via our Careers page at www.usmc-mccs.org/careers will be able to view their application status online.
- Fair & Transparent
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
- Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
- An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
- An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
- An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Legal and regulatory guidance
- Financial suitability
- Social security number request
- Privacy Act
- Signature and false statements
- Selective Service
- New employee probationary period
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/510968300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Open & closing dates: 09/14/2018 to 09/30/2018
Pay scale & grade: NF 04
Salary: $50,000 to $65,000 per year
Appointment type: Permanent
Work schedule: Full-Time