Job Description

Description

DESCRIPTION      

SAIC is hiring a Customer Relationship Manager for a key role supporting the AESD team. Do you have what it takes to be mission critical? Your skills and experience could be mission critical for our team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. We are currently seeking a motivated, career and customer oriented Customer Relationship Manager to join our team in San Antonio, TX to begin an exciting and challenging career with SAIC. As a member of our diverse team, you'll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems. Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Note: This role offers temporary work from home/ remote/ virtual work as part of a virtual team due to COVID-19.

JOB DUTIES

This position requires familiarity with Help Desk/Service Desk or IT support environments including Service Desk tools (Customer Relationship Management or IT Service Management), and general service desk best practices; experience interacting with leadership/Senior VIPs; demonstrate communication skills, organizational and 1:1; experience with capturing and documenting customer requirements; involvement in continual service improvement; ability to understand and interpret reports and analytics. 

TELEWORK: This position offers remote work for candidates local the to San Antonio, TX area. 

In this role, you will:

• Act as liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts                                                        
• Review tickets to ensure consistency in documentation to standards  
• Actively participate and lead customer status calls 
• Communicate action plans to customer base during outages or impact to service desk operations                               
• Conduct periodic On-Site visits with supported organizations and service desk
• Develop Strategic communications for process changes driven by both the service desk and customer environment
• Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
• Consult with various team members to collaborate, define, prepare and deploy solutions that meet customer service needs
• Drive client satisfaction on the Service Desk                                                                                                                                                                                                                                

Qualifications

REQUIRED EXPERIENCE AND CLEARANCE

• B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience.
• Must be a U.S. Citizen.
• Must be able to obtain a Secret Clearance.

DESIRED EXPERICE AND CERTIFICATIONS

• Basic understanding of Enterprise-level Information Technology tools and practices.
• Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment.
• Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging; experience working with Remedy ITSM 8.1 and/or ServiceNow preferred.
• Competency in call center tracking tools.
• Demonstrated ability to learn customer support processes and techniques.
• Excellent analytical and problem solving skills.
• Excellent oral and written communication skills.
• Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment.
• Proficient in MS Office Suite.
• Experience utilizing ServiceNow ITSM    
• ITIL® Foundations and intermediate certifications                                                                                                                                                                                                                                                                                  

Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.