Client Advocate II
2 weeks ago
Work arrangement:
- Hybrid, onsite 2 days a week
- W2 position; 12 months
- Must be eligible to earn a low-level US security clearance, which requires a thorough background search and ship.
- Responsible for supporting internal and external customer business needs across multiple lines of business.
- Acting as liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts
- Supporting clients through production incidents and Adhoc requests
- TIL process/ ServiceNow
- Microsoft Office (Word, Excel, Access)
- 5 years I/T related experience to include experience in client relationship, I/S marketing, and process/product improvement.
- Responsible for establishing, building, and maintaining sustainable customer relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels. Works with customer to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. Acts as a liaison between I/S and customer for assigned business units. Ensures that the design and integration of proposed system, software, and hardware solutions leads to the development and growth of the business through effective use of technology.
- Steering Support: Helps the customer define their business needs as specific changes and works with the customer on priority setting. Assists in the definition of I/S work requests and completes the packaging and delivery of I/S work/audit requests estimates and supporting documentation. Negotiates final estimates, authorization, and start/completion dates for each request with customer. Provides tracking of work requests to allow better control of costs for the customer. Monitors work requests to ensure delivery of products and services based on customer s priorities, estimates, and dates. Updates I/S Product Catalog with product features.
- Systems/Services Monitoring: Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement. Establishes and reports metrics that measure I/S performance and satisfaction to customer. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action. Reports overall customer status to the I/S Management.
- Account Management: Acts as an account manager responsible for the collection, analysis, review, documentation, and communication of client needs and requirements. Ensures I/S solutions are tailored to the customer s strategies by continually obtaining a complete understanding of the client s business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries. Acts as specialists in customer s business and generalists in I/S products and services.
- Internal Marketing: Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity. Ensures customer is aware of potential offerings that could add value. Designs products and services with common components that can be leveraged across many customers. Establishes pricing, obtains approval by LOB management, and packages/delivers to customer. Focuses the communication with the customer on features offered in the I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions.
- Product Improvement: Researches/discovers opportunities to employ the proper subsets of I/S and its products and services. Identifies the customer s strategic business strategies and finds the right products and services to fill the customer s need and uses internal Marketing to sell the solution.
- Strong communications (verbal and written) skills with assertive yet customer-focused style.
- Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization.
- Knowledge of the company s business practices and direction.
- Understanding/knowledge of technological trends used to bring solutions to business units.
- Previous business analysis experience.
- Experience to include working closely with I/T in the development/implementation of systems.
- Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude.
- Demonstrated competency in management of resources to meet goals and multiple projects.
- Participation on multidiscipline, high-performance work teams.
- Ability to negotiate terms and scope of work documents.
- Ability to prepare and present formal presentations.
- Effective problem solving and conflict resolution skills.
- Microsoft Office.
- Proactive communicator
- Able to handle a fast-paced environment
- Knows how to ask the next logical question
- Telephony
- Server Infrastructure
- CICS /DB2
- Networking
- Monitoring (Splunk , AppDynamics)
- The team operates in a fast-paced environment that requires open communication, analytical thinking, teamwork, and a desire to learn.
- The team has three Client Advocates that work closely with internal and external customers to ensure they meet deliverables and to contribute to the success of the organization through prevention and quick outage resolution.
- As it relates to system outages, the team has a daily and weekly on call rotation that is shared among team members.
- Evening and weekend work is minimal, "Varies depending on work effort and outage resolution."
- Bachelor s degree in any major;
- OR, Associate s degree in any major plus 2 years of work-related experience;
- OR, 4 years job-related work experience (total 9 years without a degree)
Click the apply button or contact our recruiter Kenny at to learn more about this position (#24-00252).
DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.
: This role requires the ability to obtain a low-level US security clearance, which requires a thorough background search and ship. Residency requirements may apply. EOE/AA/V/D
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