Description
Description
The National Security Customer Group of SAIC is seeking a Business Systems Analyst to support an IT Service Management effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).
The successful candidate shall, in support of the User Experience, synchronize efforts with the IT Service Portfolio Manager and produce customer-based additional information for each defined service.
Description
The User Experience Analyst serves as the Voice of the Customer, responsible for ensuring a positive overall customer experience across the scope of the Performance Work Statement (PWS). This role involves monitoring and maintaining Service Level Agreements (SLAs), analyzing IT Service Management (ITSM) system tickets to identify areas for improvement, and operationalizing processes to drive consistently strong customer experience.
Responsibilities and Duties:
· SLA Monitoring: Monitor and maintain SLAs and XLAs for the contractor, ensuring they are met or exceeded to meet customer expectations.
· ITSM Ticket Analysis: Monitor and trend ITSM system tickets to identify customer pain points and develop strategies for improving customer experience. (ServiceNow).
· Customer Effort Score (CES) and Net Promoter Score (NPS) Management: Establish, monitor, and trend CES and NPS to gauge customer satisfaction and loyalty.
· Seamless Customer Journey: Operationalize a seamless customer journey built on customer value across all task functions.
· Process Improvement: Create proactive, repeatable processes and playbooks to drive consistently strong customer experience.
· Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self-service options.
· Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance customer experience.
· Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals.
· Infuse Customer Voice: Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
· Segment Understanding: Have a strong understanding of the complexity and nuances of different business segments and develop a strategically tailored customer journey lifecycle.
· Operational Excellence: Demonstrate operational excellence with an affinity for a metrics-driven, results-driven approach.
Qualifications
· Bachelors degree and 5 years of experience or 9 years of experience in lieu of degree
· Minimum of 5 years of demonstrated experience in customer experience and process improvement.
· DoD Secret clearance
· ITIL 4 Foundations certification
· Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
· Proven ability to monitor and maintain SLAs and analyze ITSM system tickets to drive improvements.
· Experience in establishing and monitoring CES and NPS to gauge customer satisfaction and loyalty.
· Strong ability to operationalize seamless customer journeys and create proactive processes for consistent customer experience.
· Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
· Familiarity with leveraging technology for digital capabilities and automation to enhance customer experience.
· Ability to develop comprehensive customer strategies aligned with organizational goals.
· Strong understanding of different business segments and the ability to tailor customer journeys strategically.
Demonstrated operational excellence with a metrics-driven, results-driven approach
Must be US Citizen and must have active Secret clearance
Target salary range: $100,001 - $125,000. 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.
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