Senior Strategic IT Customer Liaison

ECS Tech Inc•Work from home, Virginia

23h•$50 - $100•Remote

About The Position

The Strategic IT Customer Liaison acts as a strategic bridge leveraging deep operational credibility to protect OIG technical resources and improve customer service. This role is responsible for filling gaps in the development lifecycle, specifically focusing on pre-discovery, customer engagement, and post-deployment stabilization.

Requirements

5+ years experience working for an Office of the Inspector General and strong relationships within the OIG community.
Hands-on experience in business process analysis, requirement brainstorming, and pre-discovery exploratory work.
Deep operational credibility to act as an effective bridge between technical IT teams and the operational customer base.
Demonstrated experience in pre-discovery and discovery phases, including evaluating customer requests and leading brainstorming sessions.
Strong communication and advocacy skills.
Experience interacting with IT teams testing products such as new reports or software.
Ability to collaborate with others to organize training, user guides, newsletters, and outreach efforts.
Experience investigating and evaluating business processes to identify cost savings and efficiencies.
Multi-year career background within federal law enforcement, including direct familiarity with typical OIG investigations policies and procedures.
Expert-level working knowledge of law enforcement case management systems and deep familiarity with operational data points.
Extensive hands-on experience acting as the primary business liaison to IT engineering teams—defining/prioritizing product backlogs, approving requirements, undergoing UAT, delivering training/demos, and managing operational support issues.

Responsibilities

Collecting and investigating technical ideas from the customer base, assigning projected Return on Investment (ROI) against finite resources, and triaging data analytics requests to route to the appropriate team with the right prioritization while reducing duplication of effort.
Leading exploratory pre-discovery and discovery phases, engaging with customer working groups at the brainstorming stage, and proactively investigating current business processes to identify cost savings and efficiencies.
Partnering with stakeholders to establish comprehensive strategic planning roadmaps for large projects such as application systems modernization rebuilds.
Organizing volunteer user groups to conduct usability testing and identify operational inefficiencies and UX friction points.
Supporting Project Managers by communicating realistic timeframes to customers and communicating why milestone deadlines on customer responsibilities, such as requirements and UAT, are critical for deployment schedules to meet target.
Participating in User Acceptance Testing (UAT) as a customer advocate, assisting the QA Engineer with test plan reviews, and collaborating with product owners on training, internal and external demos, and executive communications.
Interfacing directly with customers during stabilization to assess satisfaction, develop success metrics, and manage the feedback loop to kickstart discovery for future v2 iterations.