As a Lead Customer Relationship Manager (CRM) IT Advisor in the KSC Office of the CIO (OCIO), Customer Engagement Office you will be responsible for the technical management of the information technology (IT) services provided to the Center and Agency. You will be responsible for the coordination of IT services provided to the customer organization, for encouraging and supporting the appropriate use of IT at KSC, and facilitating the communications and delivery of IT services.

Duties

Serve as the CRM Lead IT advisor to the customer organization, providing IT Customer Services knowledge and understanding of OCIO services to develop/partner solutions for the customer organization, services, communications, KSC, Agency/multi-Agency. Serve as a leader and end user Subject Matter Expert and Liaison for implementation of Center initiatives and requirements locally and navigation to Enterprise services. Monitor and report on the status and progress of team member’s work, checking on work in progress and reviewing completed work to see that the supervisor’s instructions on work priorities, methods, deadlines, and quality have been met. Coordinate instructions in a clear, timely, and organized manner to teams. Perform analysis of Customer disconnects and subsequently work with Programs to develop path forward to close any gaps. Assist customers with identifying, analyzing, recommending and placing orders to meet their IT requirements. The Lead CRM ensure IT service administration in alignment with Mission and OCIO IT policies, processes, and procedures are meet. Communicate assignments, projects, problem to be solved, actionable events, and milestones to team members, organization, and management. Foster a culture of engagement, diversity, inclusiveness, excellence and innovation. Champion NASA's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes a commitment to safety, integrity, and teamwork.

Requirements

• Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
• If selected, you will be required to complete a financial disclosure statement
• This is a bargaining unit position - American Federation of Government Employees - Local 513.

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. To qualify for GS-14, you must have one year of directly related specialized experience equivalent to the GS-13 level. Conducting performance needs analyses to identify risks and define opportunities for improved business processes, solutions, and services based on customer needs. Working with management officials to identify potential issues or challenges associated with managed and customer requirements. Providing technical information to customers and/or program/project managers to advise them on requirements or mitigate issues they are experiencing. AND IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job.

Education

This job does not have an education qualification requirement.

Contacts

• Address Kennedy Space Center Space Commerce Way Titusville, FL 32899 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]