The Project Integrator. Duties to include: - Gathers and coordinates customer IT requirements to facilitate the preparation Operations and Maintenance (O&M), IT Procurement and Full Service Project (FSP) Service Level Agreements (SLA). - Generates customer Cost Projections for all IT services (Data, Voice and Video). - Monitors and provides final approval for IT Procurement and FSPs based on SLA funding and estimating tool information. - Ensures names of Customer Ordering Reps (CORs) are current in the estimating tool. - Proactively reviews customers' monthly billing activity for anomalies. - Identifies, investigates, and documents issues that have potential impacts on customer and/or service provider relations. - Maintains accurate records of Billing Points of Contacts (Customer Approvers, B&F Groups etc.). - Executes and disburses pertinent Sponsors billing reports to customers. - Maintains detailed documentation of customer interactions and account status. - Proactively monitors SLA burn rates to ensure adequate funding is available. - Proactively prepares and coordinates SLA amendments with customers to obtain required funding. - Establishes and leverages strong working relationships with customers, as well as other service providers. - Responds to customer inquiries on IT products and services, inventory and billing through one-on-one meetings, telephone, databases, or e-mail. - Provides proactive quality service to internal service areas within the Directorate. - Assists customers with IT inventory requirements to include physical inventory inspections and update. - Briefs customers on new IT products and services. - Works closely with B&F Officers and Finance Officers when analyzing Service agreements and customer billing. - Operate effectively in a team environment.
EDUCATION & EXPERIENCE:
Typically requires bachelor's degree or equivalent, and ten to twelve years of related experience, including three to five years of supervisory/management experience.
Demonstrated on-the-job Basic Finance and Accounting skills experience to concurrently manage customer SLAs and multiple Budget Line Items.
Demonstrated on-the-job experience with IT products and services (Data, Voice and Video).
Demonstrated on-the-job Service Level Agreement (SLA) experience.
Demonstrated on-the-job experience simultaneously managing multiple, competing priorities or projects.
Demonstrated on-the-job experience with project integration and planning.
Demonstrated on-the-job experience exhibiting communication skills -“ oral and written.
Demonstrated on-the-job experience exhibiting solving issues/problems in a fast paced, high-pressure environment.
Demonstrated on-the-job experience interacting with people at all levels.
Demonstrated on-the-job experience preparing and presenting briefings at all levels within the organization using the Sponsors process.
Demonstrated on-the-job experience working in a team environment.
Demonstrated on-the-job experience working independently with limited supervision.
Demonstrated on-the-job prior customer service experience.