Customer Relationship Analyst

SAIC • Sierra Vista, AZ

254d • Remote

About The Position

SAIC is currently seeking a motivated, career and customer oriented Customer Relationship Analyst to join our team in this fully remote position. The role involves acting as a liaison between service desk operations and supported organizations, focusing on customer satisfaction, service desk ticket quality, and communication during service impacts. The analyst will also participate in customer status calls, conduct on-site visits, and develop strategic communications for process changes. Continuous process improvements and service recovery actions are key responsibilities of this position.

Requirements

• Bachelors and two (2) years of experience; four (4) years of experience in lieu of degree
• Must have an active secret clearance in order to 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 (Remedy ITSM 8.1 and ServiceNow preferred)
• 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
• 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

Nice To Haves

• Prefer familiarity and/or experience with Army staff operations at various levels (battalion, brigade, etc.)
• Experience interacting with Army leadership/Senior VIPs

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree