ApplyJob Type
Full-timeDescription
The Amivero Team
Amivero’s team of IT professionals delivers digital services that elevate the federal government, whether national security or improved government services. Our human-centered, data-driven approach is focused on truly understanding the environment and the challenge, and reimagining with our customer how outcomes can be achieved.Our team of technologists leverage modern, agile methods to design and develop equitable, accessible, and innovative data and software services that impact hundreds of millions of people.As a member of the Amivero team you will use your empathy for a customer’s situation, your passion for service, your energy for solutioning, and your bias towards action to bring modernization to very important, mission-critical, and public service government IT systems.
Special Requirements
- US Citizenship Required to obtain DHS Public Trust
- Active DHS Clearance (preferred)
The Gist…
Our Product Manager will be part of a team that will be responsible for providing customer experience (CX) support, data quality assurance, and human-centered strategic support in order to resolve end-user challenges, rectify processes, and bridge systems gaps.
What Your Day Might Include…
- Schedules and manages regular meetings with product owners to understand program challenges and establish support solutions that alleviate user challenges
- Maintains user lists, POC reports, and other key stakeholder communication channels and distribution platforms and methods · Assist in the design and development of new, or revise existing manuals, guidance, and training materials on related applications for users at HQ and in the field as requested
- Document processes followed to resolve routine or reoccurring tasks.
- Consult with Subject matter experts as appropriate to seek guidance and ensure all actions align with policy.
- Establish a quality control process to ensure data entry, issue resolution, and user support tasks are performed according to established rules, procedures, and policy.
- Perform syntheses, analyses, and consolidate metrics around user support issues.
- Engage in systematic study of workflow issues and other concerns arising from user challenges.
- Attend team and stakeholder meetings, participate in and/or direct working groups, preparation sessions and other planning-focused engagements and informational sessions as necessary.
- Create dashboards, briefings, one-pagers and other written and visual summaries and analyses of ongoing work.
- Analyze how additional guidance and documentation of system usage may benefit users or be helpful for both internal and external organization and effectiveness.
- Provide trainings as requested related to systems usage, resolving technical issues, user support, or other topics related to the assignments and tasks of the contractor.
- Monitor needs for relative frequency of issues, recurring challenges, unresolved problems, and is able to provide related documentation, workflows, analyses, and information about the issues that users encounter.
- Reviewing program-wide challenging, capability gaps in support systems, areas of technological change and opportunity. · Advise government leadership on potential, proposed, or developed systems modifications,
- Collaborate with Knowledge Management offices to ensure that guidance is accessible, discoverable, and relevant to those seeking out information managed
- Drafts communications on recent feature enhancements, project rollout progress, and crafts communications blurbs, emails and newsletter materials to regularly update the user base
- Liaise with technology teams, as appropriate, to understand functionality and potential usage/expansion capabilities or development roadmaps, strategies and other plans.
- Facilitate working session meetings to discuss scope, schedule and requirements with product owners
- Manage product quality, releases & delivery; prepare and distribute progress reports; manage risks and issues; correct deviations from plans; and perform delivery planning for assigned projects.
- Manages data reporting requests to ensure timely and accurate report creation.
- Coordinates with RAIO IDEA resident report creators and the requestor to capture what information is required for the report and that the requestor is satisfied with the format and usability of the end product.
- Manage intranet, SharePoint, Teams or similar collaborative sites to provide guidance and documentation in centralized and easy-to-find situations.
- Hold design working sessions, prototyping, journey-mapping, process-mapping, user interviews and other design-focused sessions to ensure that users and stakeholders have appropriate say and buy-in to any new, proposed process and solutions to technical and programmatic challenges.
- Analyze new and existing processes for related technological needs and support with budgetary, roadmap, cost-benefit, time-stop and efficacy analyses of potential changes.
- Gain access to live and testing versions of websites or software tools.
- Support with compliance steps to ensuring a program or software tool or suite’s applicability for use in a federal environment, including privacy, accessibility, information security and other standard controls are met and complied with.
- Respond to taskers, clearance items, audit reports and other items related to program’s technology and processes and/or provide analyses for such tasks as required.
- Establish shared product vision across the team, as well as with the product owner — and facilitate product execution
Requirements
You'll Bring These Qualifications
- 5 or more years’ experience as a product manager or customer-experience manager
- USCIS IT Environment experience preferred
- Experience leading and managing scrum teams supporting multiple customers
EOE/M/F/VET/DISABLEDAll qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Amivero complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
