Title:

Customer Relationship Management Coordinator

Belong. Connect. Grow. with KBR!

Around here, we define the future.

But we at KBR we share one goal: to improve the world responsibly as a company of innovators, thinkers, creators, explorers, volunteers, and dreamers.

Core Role and Responsibilities:

Performs assignments requiring knowledge/skills in service management and project management to maintain, enhance, and/or transform ITSD’s services. The purpose of the Customer Relationship Management Coordinator position is to facilitate the process (project management) of establishing and delivering value (service management) to customers. Primary responsibilities include serving as a customer advocate, providing an exceptional customer experience, and working closely with Subject Matter Experts (SMEs) to facilitate the process to develop the best-engineered solutions to meet the ever-changing demands of the Center’s IT environment.

Essential Job Functions:

• Establish trust with customer base and maintain confidentiality

• Manage customer expectations regarding technology and process

• Serve as a customer advocate and central point of contact in support of Acquisition Specialists

• Assist the technical team and SMEs by acting as a communication liaison to ITSD and Project technical staff

• Facilitate sessions to identify and capture service requirements

• Facilitate communication between all internal and external service providers to ensure ability to achieve SLAs

• Monitor service level performance

• Define and utilize service level reporting to identify breaches and trends

• Ensure all IT Service Management (ITSM) processes, Operational Level Agreements, and underpinning contracts are appropriate and support the achievement of the agreed Service Level Agreements

• Develop working relationships with internal business process owners, Supply Chain, and Application and Infrastructure teams to assist in the definition of SLAs/OLAs/Underpinning Contracts

• Evaluate, analyze, and report service level metric results, coordinate activities to resolve performance variances, and recommend modifications to SLAs as needed to support the organization

• Participate in the efforts to establish and configure the SLM module within our ITSM platform, working with other team’s members and developers

• Plan and conduct Service Reviews

This position description does not include every duty or responsibility the employee may be asked to perform and nothing in this job description restricts managements’ right to assign or reassign duties and responsibilities to this position at any time as circumstances dictate.

Qualifications:

Education:

• BA/BS Degree

Experience:

• 5-10+ years experience in an information technology and/or customer relationship role.

Experience and/or Education in lieu of these qualifications will be reviewed for applicability to meet these requirements.

Special Skills/Requirements:

• Work toward ITIL 4 Foundation Certification first 12 months of employment

SPECIAL REQUIREMENTS

• Three years of continuous residency in the US for issuance of a Government Security credential

• The candidate must be able to obtain and maintain a national agency check and background investigation after hire to obtain a badge for government facility access and user account.

• Work Location EROS Data Center in Sioux Falls, SD. An on-site, remote, or hybrid work environment is supported for this position.

  KBR partners with several other companies to fulfill its requirements as a government contractor. The selected subcontracting companies align their benefits as closely as possible to those above.

  KBR Benefits ​

KBR offers a selection of competitive lifestyle benefits which could include 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.​

Click here to learn more: KBR Benefits (https://bit.ly/3GHFBLA)

Inclusion and Diversity at KBR​

At KBR, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer. We Deliver – Together. ​

Click here to learn more: Inclusion and Diversity at KBR (https://www.kbr.com/en/who-we-are/our-people/inclusion-and-diversity)

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.