Senior IT & Customer Relationship Specialist

MORI Associates•Washington, DC

6d•$75,000 - $85,000•Onsite

About The Position

MORI Associates is seeking an IT & Customer Relationship Specialist to serve as a primary IT point of contact and trusted advisor for customer organizations across NASA Headquarters (HQ) and Goddard Space Flight Center (GSFC). In this role, you'll be the bridge between the people who rely on NASA's IT systems every day and the teams who build and run them — ensuring technology truly serves the mission. This isn't a back-office support role. You'll be a visible, valued partner to HQ and GSFC stakeholders, helping shape how IT services evolve to meet the Agency's needs.

Requirements

Demonstrated experience in customer relationship management or customer service support, ideally in an IT environment
Excellent written and verbal communication skills — comfortable across phone, email, chat, and face-to-face settings
A proven ability to build and maintain strong working relationships with organizational partners
Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Power BI
Experience logging and managing support tickets in an ITSM-based tracking system
Bachelor's + 8 years, Associate's + 12 years, or High School Diploma + 16 years of relevant experience

Nice To Haves

Prior experience supporting NASA or other federal IT environments
Hands-on experience with ServiceNow or similar ITSM platforms
ITIL-IV (or earlier) certification
Familiarity with NASA OCIO processes and tools
Strong analytical and organizational skills, with the ability to work independently and as part of a team

Responsibilities

Serve as the primary liaison between HQ OCIO customers and the technical teams that support them
Translate customer needs into clear, actionable plans — and follow through to resolution
Manage escalations and coordinate fixes for customer-impacting issues across multiple service lines
Build deep knowledge of customer organizations through profiles, personas, and ongoing relationship management
Lead customer forums, outreach efforts, and web presence initiatives
Track CRM actions, prepare performance reports, and drive continuous improvement
Help customers navigate and adopt OCIO's self-service tools and capabilities
Support delivery of the eMITS contract, ensuring terms and customer experience commitments are met