Responsibilities

Primary Duty 6 Customer Account Management, Requirements Development, and Independent Judgment

• Independently manages an assigned portfolio of supported organizations as the dedicated Customer Account Manager; exercises discretion in planning, conducting, and documenting recurring in-person and virtual engagements with identified customer representatives; independently advocates for customer requirements within J6.
• Independently develops and processes Business Requirements Documents (BRDs) and Supported Products Requirements Documents (SPRDs) for above-standard requirements submitted through ServiceNow; exercises judgment in evaluating, prioritizing, and shepherding approximately 180 requirements annually through the J6 IT Governance Board.
• Independently develops and maintains accurate organizational profiles for all assigned supported organizations in the CE KM Data Repository; exercises judgment in determining the relevance and currency of contact, personnel, location, and mission data.
• Applies specialized knowledge of all J6 products and services offerings at portfolio manager level to independently educate supported organizations on service offerings, respond to capability inquiries, and advise customers on the most appropriate J6 services for their mission requirements.
• Independently identifies inconsistencies and gaps in J6 service delivery to assigned organizations; develops approaches for improving the user experience; tracks long-term user requirements in J6 data repositories and independently determines when issues require escalation to J6 leadership.
• Facilitates recurring meetings with supported customers regarding support agreement, MOA, and MOU development and negotiation; independently exercises judgment in facilitating Business Requirements Analyst meetings with IT POCs and determining appropriate follow-up actions.
• Independently manages incident and task tickets for assigned organizations in ServiceNow; exercises judgment in prioritizing standard and above-standard requirements, escalating aging or priority requests, and ensuring timely resolution.
• Coordinates between supported organizations and all J6 divisions to address mission requirements; independently determines the appropriate J6 stakeholders to engage for enterprise projects involving multiple divisions.

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Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.13 task requirements, the candidate is responsible for:

• Serving as a dedicated CAM between J6 and an assigned portfolio of supported organizations, conducting recurring in-person and virtual meetings with identified representatives; documenting and storing meeting minutes and acting as internal advocate for customer requirements.
• Processing and tracking above-standard supported organization requirements submitted through ServiceNow, developing and processing BRDs and SPRDs through the J6 IT Governance Board (approximately 180 above-standard requirements annually).
• Developing and maintaining accurate organizational profiles for all assigned supported organizations including contact information, personnel count, locations, and mission data; maintaining profiles in the CE KM Data Repository.
• Understanding all J6 products and services offerings at portfolio manager level; maintaining awareness of SD metrics, Supported Products List, and warehouse inventory; educating supported organizations on J6 service offerings.
• Tracking and documenting supported organization office moves, decommissions, and BCTF office establishments; coordinating with J6 SD teams (end device, voice, VTC/AV, collaboration, network) for equipment activation and decommissioning.
• Supporting resolution of user issues through coordination, facilitation, and escalation; managing incident and task tickets; ensuring standard and above-standard requirements are processed timely; escalating priority and aging requests to J6 leadership.
• Facilitating recurring meetings with supported customers regarding support agreement, MOA, and MOU development and negotiation in coordination with the Support Agreement Manager; facilitating Business Requirements Analyst meetings with IT POCs.
• Identifying inconsistencies and gaps in J6 service delivery to assigned organizations; tracking long-term user requirements in J6 data repositories; developing approaches for improving the user experience.
• Coordinating between supported organizations and all J6 staff to address mission requirements; coordinating enterprise projects involving multiple J6 Divisions.
• Providing updates on J6 strategic plan and objectives, SPL changes, and new service offerings to assigned organizations; tracking customer satisfaction and providing inputs to CE organizational improvement initiatives.

Requirements

• Active Secret security clearance at time of award.
• Demonstrated ability to independently manage customer account relationships and exercise discretion and judgment on matters of significance including requirements prioritization, escalation decisions, and stakeholder engagement strategies.
• Working knowledge of J6 or DoD IT service delivery, IT governance processes, and customer relationship management in a Government environment.
• Strong customer service orientation with demonstrated experience managing multiple concurrent customer accounts.
• Proven analytical and problem-solving abilities applicable to requirements development, gap analysis, and service improvement.
• Ability to effectively prioritize and manage competing customer requirements in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills; ability to present complex IT service information in business-friendly and user-friendly language.
• Highly self-motivated and directed; capable of managing a large customer portfolio with minimal supervision.
• Strong attention to detail and rigorous documentation standards consistent with DoD governance requirements.
• Team-oriented with demonstrated experience in collaborative cross-functional coordination.

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Education and Experience

• Required Education: Bachelor 27s degree in Information Technology, Business Administration, Communications, or a related field; or equivalent combination of directly related professional experience accepted in lieu of degree.
• Required Experience: 4 or more years of progressively responsible professional experience in customer account management, IT service delivery, or client relationship management.
• Prior experience supporting a DoD or J6 customer environment is strongly preferred.
• Required Certifications: ITIL v4 Foundations, CompTIA Security+.
• Preferred Certifications: CRM certification, PMP, Microsoft 365 Certified.

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Physical Requirements

The essential physical functions below are incidental to the primary administrative duties of this position and are performed in furtherance of the responsibilities described herein:

• Ability to sit and stand for extended periods in a professional office or remote work environment.
• Ability to ambulate throughout office buildings and customer sites as required.
• Ability to stoop, kneel, crouch, or crawl as required.
• Ability to repeatedly lift and carry materials up to 50 pounds.