ARES is seeking an IT Customer Relationship Manager and Event Support Tech to provide IT CRM and Event Support on the for HQ and GSFC OCIO in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency’s enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA’s Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing NASA TV segments, to information technology management, to using social media to share NASA’s message, eMITS integrates services for NASA IT and provides NASA’s communication to the outside world. Come join us in support of NASA’s mission to inspire the world through information and discovery.

Responsibilities Include:

• Be proactive and responsive to customer inquiries and IT requests.
• Develop and maintain specific customer organizational profiles and end-user personas.
• Assist with the submission of IT/service requests in the appropriate OCIO systems, address customer inquiries are route to the appropriate OCIO service team and analyze and communicate customer impacts.
• Track and manage CRM actions and to provide periodic updates.
• Support the customer in subscribing to or obtaining the various OCIO services or capabilities.
• Facilitate customer awareness of the self-help and self-service capabilities of the Enterprise Service Desk.
• Work with offices and customers to identify problems, opportunities, requirements, and risks and identify mitigations and contingencies with the OCIO enterprise service teams.
• Manage and develop customer relationships on behalf of the OCIO through customer liaisons, customer meetings, and a comprehensive understanding of customer issues and service requirements, which include the ongoing operation of IT services.
• Understand the interests and requirements of customers relative to IT services and translate these into relevant and actionable requirements from which to build new or modify existing IT services.
• Develop a broad knowledge of NASA IT functions, processes, contracts, and services, and develop expertise in supported organizations’ functions, processes, and IT needs to proactively provide effective recommendations and solutions that are integrated across the portfolio of OCIO service providers.
• Identify and communicate customer impacts to proposed and upcoming Service Line changes.
• Navigate service line responsibilities to identify barriers to resolution of customer issues.
• Provide back up support to the Hybrid Event Support team and the Communications & Outreach Support team.
• Oversee and manage Customer Engagement team.
• Assist HQ customers with using OCIO’s products and services.

Remote, hybrid, and onsite positions the employee bears travel costs to nearest NASA Center for badging and issue of NASA IT equipment.

Minimum Requirements:

• Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support. Requires a basic knowledge of an organization's product and service offerings to be able to provide the customer with information to support acquisition decisions.
• Experienced in supporting a customer's IT needs and/or products and services.
• Must have excellent and efficient written and oral communications skills in responding to customer inquiries or requests through face-to-face communication, telephone calls, email, online chats, and web submissions.
• Must have excellent customer service skills and can establish and foster close business relationships with the assigned organizational partners.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Lync, Teams, OneNote, One Drive), SharePoint, and Box.
• Experience in creating and maintaining customer support tickets using an ITSM based ticket tracking system for all work performed.

Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Lync, Teams, OneNote, One Drive), SharePoint, and Box.

Preferred Qualifications:

• Prior experience supporting NASA/HQ IT needs or services.
• Experience with the Service Now ITSM system.
• Familiar with NASA OCIO processes, procedures, and tools.
• Familiar with IT Service Management and customer support best practices.
• Excellent Customer Service Skills.
• Outstanding Organization Skills.
• Strong Analytical Skills.
• Able to work well independently, proactive and as a team player.

Education and Relevant Work Experience:

• BA/BS degree and 8 years of experience.

ARES offers a competitive compensation and benefit package. Full time employees may participate in:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• HSA/FSA Accounts
• Life & Disability Insurance
• Critical Illness & Accident Insurance
• 401(k) Plan
• ESOP
• Paid Time Off & Holidays

ARES is an EEO/AA/Disability/Vets Employer and complies with E-Verify.

ARES shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sexual orientation, gender identity, national origin, disability or veteran status.