STS Customer Advocate

3 days ago


Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Title: STS Customer AdvocateJob Summary:

The Texas Department of Family and Protective Services is seeking a highly skilled STS Customer Advocate to serve as a primary interface between the department 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).

Key Responsibilities:
  • Coordinate with service providers to ensure effective service delivery and manage issues related to service levels, escalation, and resolution.
  • Develop and maintain relationships with internal stakeholders, including agency customers and IT staff, to ensure seamless communication and collaboration.
  • Collaborate with the DIR STS program to assess and implement Application Portfolio Management (APM) and Disaster Recovery (DR) systems, as well as maintain the STS Configuration Management Database (CMDB).
  • Support project management functions, including coordination, planning, and scheduling, to ensure timely and effective project delivery.
  • Develop and conduct customer service performance metrics, studies, reports, and recommendations to facilitate assessment of STS performance in serving DFPS customers.
Requirements:
  • Knowledge of the Department of Information Resources (DIR) Shared Technology Services (STS) contract and STS contract roles and responsibilities.
  • Knowledge of Incident, Problem, and Change Management processes.
  • Knowledge of State of Texas procurement and operations support requirements.
  • Knowledge of project management life cycle, processes, tools, and methodologies.


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