Strategic IT Customer Liaison

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Develop and sustain a strategic connection to safeguard OIG technical resources while enhancing customer service.

• Address gaps in the development lifecycle, emphasizing pre-discovery, customer engagement, and post-deployment stabilization.

• Gather and explore technical ideas from clients.

• Allocate projected ROI in relation to finite resources.

• Manage data analytics requests and direct them to the suitable team with prioritization.

• Minimize efforts that are duplicated.

• Lead the exploratory pre-discovery and discovery stages.

• Collaborate with customer working groups during brainstorming sessions.

• Examine current business processes to uncover cost savings and efficiencies.

• Work alongside stakeholders to create strategic planning roadmaps for significant projects, including application systems modernization rebuilds.

• Coordinate volunteer user groups for usability testing.

• Identify operational inefficiencies and UX friction points.

• Assist Project Managers by relaying realistic timeframes and the significance of milestones to clients.

• Engage in UAT as a customer advocate.

• Support the QA Engineer with reviews of test plans.

• Collaborate with product owners on training, internal and external demos, and executive communications.

• Interact directly with customers during stabilization phases.

• Evaluate customer satisfaction and establish success metrics.

• Manage the feedback loop to initiate discovery for future v2 iterations.

⛳️ Requirements

• A degree from an accredited College/University in the relevant field of services is preferred.

• A minimum of 5 years of experience working for an Office of the Inspector General.

• Strong connections within the OIG community.

• Practical experience in business process analysis, requirement brainstorming, and pre-discovery exploratory efforts.

• A multi-year career history within federal law enforcement.

• Direct knowledge of typical OIG investigation policies and procedures.

• Expert-level working knowledge of law enforcement case management systems.

• Extensive familiarity with operational data points.

• Significant hands-on experience serving as the primary business liaison to IT engineering teams.

• Experience in defining and prioritizing product backlogs, approving requirements, undergoing UAT, delivering training/demos, and managing operational support issues.

• Established operational credibility to connect technical IT teams and operational customer bases.

• Proven experience in pre-discovery and discovery phases.

• Experience in evaluating customer requests and leading brainstorming sessions.

• Strong communication and advocacy abilities.

• Experience collaborating with IT teams when testing products such as new reports or software.

• Capability to organize training, user guides, newsletters, and outreach initiatives.

• Experience in investigating and assessing business processes to find cost savings and efficiencies.

• Knowledge of business process optimization through automation technologies like AI, applications, and reporting is a plus.

• Skills in organizing volunteer groups for working groups, usability testing, surveys, or other end-user outreach initiatives are a plus.

• Ability to develop long-term strategic roadmaps is a plus.

• Must be a US Citizen.

• Must be eligible to obtain a Position of Public Trust Clearance.

• Must have resided in the United States for the past 5 years.

• Cannot have more than 6 months of travel outside the United States in the last 5 years; military service excluded.

• No corp-to-corp candidates are accepted.

🏝️ Benefits

• Part-time, contract-to-hire position.

• 100% remote work.

• 24 hours/week.