STS Customer Representative

4 months ago

Austin, United States Texas Department of Aging & Disability Services Full time
Job Description:
The Shared Technology Services (STS) Customer Representative serves as a primary agency interface into the Department of Information Resources (DIR) organization and service providers regarding the Shared Technology Services agreement, service levels, escalation, and resolution of problems regarding service delivery for DFPS Information Technology Services (ITS).
This position is responsible for coordination with service providers, including service management, service delivery, performance monitoring, change management, invoice validation and tracking, invoice dispute resolution, procurement coordination, contract management, server consolidation, outage resolution, issue escalation, technical and cost saving recommendations and process improvements. In addition, this position will support project management functions, attend outage bridges for STS environment/equipment and tasks and efforts related to the DIR STS program.
This position will be the primary Customer Representative to assess and implement STS's Application Portfolio Management (APM) and Disaster Recovery (DR) systems, as well as keep the STS Configuration Management Database (CMDB) up to date.
This position is % telework within the state of Texas and requires that the candidate maintain personal wi-fi and webcam capabilities during work hours to perform their duties. This position often works outside normal business hours, nights, and weekends. This position may, on rare occasions, be required to perform work onsite.

This position is a full-time position that includes other State of Texas benefits as described in this SAO site:
Essential Job Functions:
Oversees, supports, and facilitates the translation of DFPS customer business requirements into effective technical infrastructure solutions.
Collaborates with internal and external service providers to assist DFPS customers with the development of analysis, plans, and requirements related to outsourced data center infrastructure services.
Performs liaison, customer advocate and issue/inquiry resolution duties between agency customers and the STS providers regarding data center service level issues, management issues, and escalated performance issues; coordinates with customers, service provider, and DFPS ITS staff to conduct root cause analysis/resolution and change management activities with data center services.
Coordinates and communicates customer technical infrastructure requirements, priorities, and plans to the outsourced STS service provider in coordination with DFPS ITS.
Facilitates communication, planning, requirements definition, issue escalation, and information sharing with DIR, agency customers and service providers regarding day-to-day service delivery for outsourced data center services.
Coordinates and estimates budgetary needs and approvals for project and change requests and contributes to strategic plans, legislative fiscal notes, agency technology decisions and projections.
Participates in service provider status and problem-solving meetings and collaborates with other DIR technical experts to identify and analyze problems, trends, and issues and address them to resolution.

Develops, evaluates, and conducts customer service performance metrics, studies, reports and recommendations in coordination with DFPS ITS to facilitate assessment of STS performance in serving DFPS customers.
Provides analysis and consultation to agency leadership on key technology issues affecting the agency and research emerging trends, ideas and evaluates new technologies for implementation; oversees development of proposed system implementations, logical descriptions of problems, and implements solutions.
Oversees projects that cross functional agency systems and other state entities that require coordinating, planning, and scheduling during project development and implementation stages.
Oversees, trains and guides staff during the implementation of technical and computer systems and offers advice and guidance during the implementation process.
Oversees, develops, and conducts presentations and communicates technical information to agency management, technical and non-technical staff.
Coordinates and participates in the development and execution of enterprise-level strategies and technical direction, including establishing processes and procedures for executing and maintaining technology road maps.
Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned.
Knowledge Skills Abilities:
•Knowledge of the Department of Information Resources (DIR) Shared Technology Services (STS) contract and STS contract roles and responsibilities for the Customer Representative, Customer Service Manager, and Agency Account Manager.
•Knowledge of Incident, Problem, and Change Management processes.
•Knowledge of State of Texas procurement and operations support requirements.
•Knowledge in the following areas: server, high volume print/mail, computer-related planning, operational procedures, and disaster recovery.
•Knowledge of project management life cycle, processes, tools, and methodologies.
•Skill with project task/schedule management, risk/issue management and advanced trouble shooting.
•Skill with IT Service Management (ITSM), ServiceNow, and CMDB systems preferred.
•Skill using Microsoft Office Productivity tools, particularly Word, Excel, PowerPoint, MS Project, Visio, and SharePoint.
•Skill in effective verbal and written communication and in documenting and presenting technical and business concepts and conclusions verbally and in writing.
•Ability to provide excellent customer service.
•Ability to coordinate, prioritize and complete multiple tasks with a high degree of accuracy.
•Ability to communicate technical information to individuals with various levels of technical knowledge
•Ability to problem solve, apply critical thinking, identify project issues and risks, and escalate issues to recommend and execute solutions.
•Ability to provide training in the area of expertise to staff and other project team members.
•Ability to develop and deliver reports and benefit analysis to ITS leadership for various required technical activities or requests.
•Ability to work in a fast-paced, deadline-driven environment.

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