SAIC provides scientific, engineering, and systems integration and technical services and solutions in the United States. They are seeking a motivated Customer Relationship Analyst to serve as a liaison between service desk operations and supported organizations, focusing on customer satisfaction and service quality. The role involves monitoring service desk performance, leading customer communications, and supporting process improvements.
Liaison between service desk operations and supported organizations for topics related to customer satisfaction, service desk ticket quality, updates to process/policy changes, and service impacts during degradation or outage events
Periodically surveil recorded calls and tickets to ensure quality of service and consistency in documentation to standards and notify operations staff of trends
Actively participate and lead customer status calls
Conduct periodic On-Site visits with supported organizations and service desk
Communicate action plans to customer base during service outages and known impacts to service desk operations
Develop Strategic communications for process changes driven by both the service desk, customer environment and new service offerings
Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
Coordinates with operations in developing and conducting service recovery actions for service failures
Qualification
Required
Bachelors and two (2) years of experience; four (4) years of experience in lieu of degree
Must have an active secret clearance in order or start
Must have or be able to obtain ITIL V4 Foundation Certification within 60 days of hire
Experience working in help/service desk environment or IT support environments including ITSM tools
Familiarity with general service desk best practices
Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives
Strong understanding of the U.S. Army working environment
Experience interacting with Army leadership/Senior VIPs
Ability to communicate action plans to the customer during service outages, including capturing requirements to enable/restore functionality to Service Desk Operations
Competency in call center tracking tools
Demonstrated ability to learn customer support processes and techniques
Experience with capturing and documenting customer requirements
Excellent analytical and problem solving skills
Ability to understand and interpret reports and analytics
Participation in Continual Service Improvement
Excellent oral and written communication skills (organizational and 1:1)
Competency in MS Office Suite
Preferred
Experience working in help/service desk environment or IT support environments including ITSM tools (Remedy ITSM 8.1 and ServiceNow preferred)
Familiarity and/or experience with Army staff operations at various levels (battalion, brigade, etc.)
Benefits
SAIC provides scientific, engineering, and systems integration and technical services and solutions in the United States.
