IT Customer Relations

J5 Consulting is a Maryland based company established in 2006 to provide computing and consulting services for government and commercial entities. Our services improve Information System networking performance and compliance and protect electronic assets from loss and compromise. We welcome your application to receive consideration for the following position.

Job Overview:

Customer provides global telecommunications services for worldwide locations with varying levels of service requirements due to diverse missions, environments, and available resources. Customer requires support specializing in customer service in managing rapidly changing foreign-field bandwidth requirements.

• The position will work closely with teams related to Customer’s line-of business and ensure timely accurate flow of information. However, the Customer program manager will manage the priorities.
• The position will provide customer service for assigned accounts, including maintaining consistent and positive rapport.
• The position will solicit and capture customer feedback.
• The position will work with Customer’s finance team to prepare, validate, analyze and reconcile customer billing statements.
• The position will capture and maintain Customer’s customer network & bandwidth requirements, including maintain an understanding of current and future requirements
• The position will proactively evaluate customer requirements (existing and planned) in relation to sustained bandwidth utilization to support recommendations for future service changes
• The position will monitor and timely communicate status order changes to stakeholders, including escalating issues or risks related to order cost, schedule or performance goals.
• The position will maintain organizational Standard Operating Procedures (SOPs), to include providing updates upon process changes
• The position will support meetings and events related to Customer’s line of business, including information collection, content creation, and capturing meaningful and actionable minutes.

Required skills and demonstrated experience:

• Demonstrated experience in IT customer relations and outreach.
• Demonstrated experience in program management concepts and principles.
• Demonstrated experience within IT requirements development, documentation, review, verification, validation and modeling.
• Demonstrated experience with data validation.
• Demonstrated experience identifying and implementing technology best practices.
• Demonstrated experience responding to tasking with short deadlines and rapidly changing requirements.
• Demonstrated experience in Commercial Virtual Private Network (CVPN), Internet Service Provider (ISP), satellite and other network transport technologies.

Highly desired, though not required, include:

• Demonstrated experience engaging Customer mission partners in requirements & project management;
• Demonstrated experience in basic engineering of system and networks, especially Customer specific networks;
• General knowledge of ServiceNow from a fulfiller (user) perspective;

• General knowledge of available field-available telecommunication and bandwidth products and services;
• General knowledge of Customer specific network requirements and technology;
• Demonstrated experience working with Customer IT service providers;
• Demonstrated experience advising government officials on processes, practices and policies that impact the Customer.

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US Citizenship:

• This position requires US Citizenship. Verification of US Citizenship to meet federal government security requirements will be confirmed.

Security Clearance:

• The successful candidate must have an active U.S. Government Top Secret Security Clearance with a Full Scope Polygraph.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Travel:

• This position is expected to be 100% onsite. The position will be located within the Washington Metropolitan Area (WMA). 

J5 Consulting offers excellent benefits and compensation packages. We are an Equal Opportunity Employer committed to providing fair and equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, pregnancy, sexual orientation, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable laws.