Customer Experience Analyst

About the SAIC MSI Program

Science Applications International Corp. (NYSE: SAIC) has been awarded a contract by the Commonwealth of Virginia to serve as a multisourcing service integrator (MSI). Under the contract, SAIC will provide an innovative approach to assist the Virginia Information Technologies Agency (VITA) with modernizing the state’s technology infrastructure. Under the contract, SAIC will coordinate and monitor multiple IT infrastructure services suppliers for state executive branch agencies. The MSI is the cornerstone of a strategy that will diversify the state’s portfolio of suppliers, improve service delivery quality, ensure cost-competitiveness, and provide transparency and accountability into the commonwealth’s service delivery platform.

Position Summary

SAIC is seeking a Customer Experience Deliverable Analyst to join our team supporting a major state & local government customer. The Customer Experience Deliverable Analyst is responsible supporting the operational activities MSI Governance process. Essential duties of this position include:

• Accountable for ownership of on-time input and output of recurring critical deliverables, reports and process documentation
• Accountable to manage their own time in order to meet deadlines, including taking Initiative support the deliverable deadlines of Suppliers in the environment
• Coordinates and manages deliverable content with customer stakeholders, Suppliers, and/or internal team members
• Verifies input/output for deliverables and reports, monitors data analysis and content, and audits/verifies the results based on historical trends
• Setup and build processing flows, including ad hoc, new build and more complex flows
• Accurately validates source and output data, data formatting specifications, and output requirements according to specifications and service level agreements ensuring zero defects
• Ensures compliance with quality assurance processes, established procedures, project requirements and service level agreements/expectations
• Professionally communicates internally and externally with clients and stakeholders as determined by the nature of the discussion. Leads client meetings as it pertains to solution, research, issues, change management and trouble shooting. Point of contact to clients for solution components as well.

Background / Experience

- Collaborations with internal and external stakeholders to identify, document and communicate business needs, improvements and report those within recurring deliverables and reports

- An effective collaborator and communicator who can support VITA, Vendors, Suppliers and Teams regarding customer experience deliverables

- Developing, managing, and administering Customer management process documentation and improvements

- Facilitating communication between contractual entities, groups and vendors in order to define and maintain customer experience deliverable activities throughout the platform
- Communicate effectively with all team members, stakeholders and project sponsors on technical and non- technical topics.
- Strive toward continual optimization across processes using technology to solve issues and increase efficiency.
- Perform current state analysis of existing business systems, applications and functions.
- Produce timely and high quality requirements-related work products, including requirement specifications,
- Understand the relationships, dependencies and impact of neighboring business functions.
- Document, analyze and assess current business processes and underlying systems / applications.
- Evolve into a subject-matter expert who can easily liaise between IT and other organizations
- Perform other duties as required or assigned.

- INDEPENDENT CONTRIBUTOR: Fully functional and self-directed. Provides formal mentorship. Regularly leads self and established as specialist. Sees the whole picture and adjusts work accordingly.

Education / Certifications / Other

• Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience; PhD or JD and two years (2) or more experience. May accept an additional 4 years of experience in lieu of a degree. 

• Commands respect for knowledge, experience and excellence within the specific business area

• Excellent communicator, with strong written and oral communication skills

• Strong interpersonal and teamwork skills

•  Candidate must have flexibility to accommodate time-sensitive and mission-critical work.

• At least 1 year of proficiency with Microsoft Office (Word, Excel, and PowerPoint) applications and common office software applications.

• ITIL Foundation Certification or higher, preferred.

• Technical writing experience, preferred

• MS Office Suite (Word, Excel, Power Point, Outlook Calendar, Project, Internet Explorer, and Access), and Adobe Reader, MS Sharepoint

• ServiceNow experience, preferred