Client Liason - Business Support Systems Specialist
US Citizenship Required for Security Clearance
Duties:
- Primary responsible for supporting internal and external customer business needs
- Acting as the liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts
- Monitoring all I/S costs charged to clients to ensure accuracy and cost-effectiveness and facilitating communications with the clients regarding costs
- Supporting clients through production issues that may be encountered
- Responsible for establishing, building, and maintaining sustainable customer relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels. Works with customers to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. Acts as a liaison between I/S and customers for assigned business units. Ensures that the design and integration of proposed systems, software, and hardware solutions lead to the development and growth of the business through effective use of technology.
- Helps the customer define their business needs as specific changes and works with the customer on priority setting. Assists in the definition of I/S work requests and completes the packaging and delivery of I/S work/audit request estimates and supporting documentation. Negotiates final estimates, authorization, and start/completion dates for each request with the customer. Provides tracking of work requests to allow better control of costs for the customer. Monitors work requests to ensure delivery of products and services based on customer’s priorities, estimates, and dates. Updates I/S Product Catalog with product features
- Systems/Services Monitoring --- Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement. Establishes and reports metrics that measure I/S performance and satisfaction to customer. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action. Reports overall customer status to the I/S Management.
- Account Management --- Acts as an account manager responsible for the collection, analysis, review, documentation, and communication of client needs and requirements. Ensures I/S solutions are tailored to the customer’s strategies by continually obtaining a complete understanding of the client’s business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries. Acts as specialists in customer’s business and generalists in I/S products and services
Skills:
- Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization.
- Knowledge of the company’s business practices and direction. Understanding/knowledge of technological trends used to bring solutions to business units.
- Previous business analysis experience. Experience includes working closely with I/T in the development/implementation of systems.
- Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude.
- Demonstrated competency in management of resources to meet goals and multiple projects. Participation on multidiscipline, high-performance work teams. Ability to negotiate terms and scope of work documents.
- Ability to prepare and present formal presentations. Effective problem-solving and conflict-resolution skills. Required Software and Tools: Microsoft Office.
Education:
Required Education: Bachelor's Degree or 4 years of job-related work experience or 2 years of job-related experience plus an associate’s degree in any major. Required Work Experience: 5 years I/T related experience to include experience in client relationships, I/S marketing, and process/product improvement.
Equal Opportunity Employer
Revolution Technologies, LLC is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.
