Senior Program Manager (NEN Program)

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
• Perform task order management by reviewing, processing, and approving (computers, software, printers and peripherals) to and from the orders in accordance with applicable regulations, policies, and procedural guidelines.
• Coordinate with other A/CTRs to track task-order progress, resolve discrepancies, and ensure timely fulfillment.  
• Be fully knowledgeable and conversant on the contract vehicles and processes that provide support for the Navy Enterprise Network.
• Provide interpretation of policy and guidance to Regional Customer Technical Representatives (CTRs) and related support personnel concerning Service Ordering, Invoicing, task-order renewal/modifications, and all manner of contract-execution activities.
• Manage the CNIC Enterprise’s Lifecycle Refresh projects.
• Serve as a liaison between Government program management officials and NEN support entities to report and resolve NEN program issues.
• Administer the NMCI Enterprise Tool (NET), Requirement to Award Process Tool (RAPT) and Flank Speed Account and Services Tool (FsAST) for CNIC.
• Review all NET order submissions for appropriateness and compliance with CNIC and NAVY policies and standards.
• Submit, coordinate, and track task orders via NET and the Total Order Management system (TOM).
    Collect, analyze, and provide application data reports as directed.
• Handle customer problems that arise from the use of the applications/processes listed above.
• Create processes for responding to customer inquiries.
• Troubleshoot errors and take prompt and appropriate action on customer complaints.
• Keys information into computer to compile work volume statistics for accounting purposes.
• Operates office equipment
• Attendance and punctuality are essential functions of this position.

# of Hires Needed 

1 

Exemption Type 

Exempt 

Hiring Manager 

Marsh, Wendy (CNIC Administrative Director - Operations - Direct (01.00.22)) 

Job Requirements 

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience: BS/BA and 3 years of progressively responsible experience as a project manager or in corporate/public sector leadership positions with business operations and process improvement responsibilities. Experience includes: the management of specific projects, demonstrated experience in resource management, the use of project management tools, and the ability to delegate tasks to team members.

Security Clearance:  A favorable T3 (Formerly NACLC) background investigation required.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.