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Customer Relationship Specialist

  • Location: Lawrenceville, 30046
  • Salary: $45 - $55 / hour
  • Job Type:Contract

Posted about 1 month ago

Position Description:
Our client is looking for a Customer Relationship Specialist. The position partners with senior business leaders including Department Directors to serve as their trusted technology advisor for one to two assigned customer departments. This entails developing deeply understand of those departments strategic and tactical business objectives and incorporating them into technology plans while facilitating service excellence. This position will report directly to the Manager of
the Business Relationship Consulting/Management team, which is part of the Business Strategic Services Division (BSS) within the Department of Information Technology.
  • Work with IT Leadership to create and document an alignment between the assigned customer’s business strategy and technology that can help them achieve their objectives.
  • Assist the Department Manager in the creation and maintenance of a new SharePoint online site and related reports, dashboards, and analytics.
  • Champion and manage three-year rolling technology roadmaps for the business departments to which you are assigned .
  • Establish and maintain effective communication and engagement with appropriate executives and managers to ensure that proper information technology needs are met including the management of client expectations.
  • Collaborate with stakeholders to create and present business cases for proposed technology initiatives.
  • Assist in the development of financial models, business cases, and budget artifacts as needed.
  • Represent business needs in the identification and prioritization of IT performance improvement opportunities.
  • Serve as a point of escalation in the event services are not meeting expected outcomes for assigned customers.
  • Perform business analysis activities in support of technology research, selection and procurement as requested.
  • Assist the BRM/BSS leadership in efforts to create templates and process improvement initiatives for the BSS Division.
  • Present information in support of customer to internal committees as part of initiative intake and lifecycle management.
  • Education.
    •  Bachelor’s degree required in area related to job skills needed and/or equivalent years of experience
    • TIL 4 certifications and advanced degrees a plus
  • Consulting & Business Experience.
    • 5+ years of related IT business and/ or consulting experience related to IT initiatives, technology products, or business analysis for medium to large size environments
    •  2+ years business analysis experience
  • Business Case & Financial experience.
    • Understanding of business case development including the components and life cycle as it related to technology funding and prioritization
    •  Experience compiling and presenting financial information such as ROI, Cost/Benefit analysis, and related comparative financial metrics.
    •  Experience collecting and documenting requirements
  • Government & Public Sector Experience.
    • Experience with large company to public organization.
    •  Experience with local government a plus
  • Research & Analytics Experience.
    •  Proven track record in generating insight from data trends, analysis, and process optimization recommendations.
    • Experience creating and maintaining dashboards and performance scorecards in Teams, SharePoint and Power BI is a plus.
  • Communications.
    • Strong interpersonal and communication skills
    • Capable of translating complex technical issues into clear and concise executive level statuses
    • Proven ability to present to senior leadership, executives, and large audiences
    • Executive presence
    • Ability to create compelling presentations and reports
  • Other Soft skills.
    •  Must be a critical thinker with strong problem-solving skills
    • Strong management and organizational skills
    • Excellent written and verbal communication skills
    • Interpersonal and collaborative skills with internal and external stakeholders
    • Ability to interact, communicate and relate security and risk-related concepts to technical and non-technical audiences
    • Strong attention to detail and the ability to perform to a high level of work quality expectations.
  • Technical Skills.
    • Highly proficient in MSS Suite (Word, Excel, Power-Point, Visio, and Project).
    •  Experience with SharePoint site and content development and management
    • Experience with Power BI or similar automation tools a plus
Apply to MATRIX today!