Customer Relationship Analyst Position Available In [Unknown county], Georgia
Tallo's Job Summary: SAIC is hiring a Customer Relationship Analyst for a remote full-time position, offering a competitive salary range of $40,001 - $80,000. The role involves liaising between service desk operations and customers, ensuring quality service and documentation standards, leading customer status calls, and implementing process improvements. The ideal candidate will have a bachelor's degree and two years of experience, an active secret clearance, and ITIL V4 Foundation Certification (or able to obtain within 60 days).
Job Description
Customer Relationship Analyst Job ID:
2504811
Location:
REMOTE WORK, GA, United States
Date Posted:
Apr 21, 2025
Category:
Information Technology
Subcategory:
IT Sys Integration
Schedule:
Full-time
Shift:
Day Job
Travel:
No
Minimum Clearance Required:
Interim Secret
Clearance Level Must Be Able to
Obtain:
Secret
Potential for
Remote Work:
Remote Job Description Description SAIC is currently seeking a motivated, career and customer oriented Customer Relationship Analyst to join our team in this fully remote position.
Job Duties:
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
Qualifications Required Education and Experience:
Bachelors and two (2) years of experience; four (4) years of experience in lieu of degree
Required Security Clearance:
Must have an active secret clearance in order or start
Required Certifications:
Must have or be able to obtain ITIL V4 Foundation Certification within 60 days of hire
Required Skills:
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
Prefer familiarity and/or experience with Army staff operations at various levels (battalion, brigade, etc.)
Experience interacting with Army leadership/Senior VIPs
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 Target salary range: $40,001 – $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy:
SAIC does not require
COVID-19
vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
