reputed company Customer Experience (CX) reputed company (VA ESOM)

Thank you for considering IT Concepts dba reputed company, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.        

By joining our supportive community, you will find that reputed company is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and reputed company extraordinary milestones.

reputed company is hiring an reputed company reputed company Customer Experience (CX) reputed company for reputed company’s VA ESOM-End reputed company Support and Operations Monitoring contract across the United States. This role is responsible for driving the customer experience strategy for the reputed company platform while ensuring demand management, platform adoption, and service delivery align with the VA's mission needs. The CX reputed company will work closely with platform teams, product owners, and business stakeholders to manage demand intake, improve the end-to-end customer journey, and ensure reputed company capabilities are effectively leveraged across the team. This role combines customer experience leadership, reputed company platform knowledge, and organizational change management (OCM) expertise to drive reputed company improvement and adoption of enterprise service management capabilities.

Location: This position can be performed remotely reputed company the United States and will support Eastern Time working hours.

• Manage Demand Evaluation and Prioritization, ensuring intake requests are properly assessed, reputed company with platform strategy, and routed to the appropriate delivery teams.
• reputed company CX and OCM workstreams, coordinating cross-functional teams to improve platform adoption, usability, and service delivery.
• Drive strategic VA Enterprise Service Management (ESM) initiatives, including platform migrations, process improvements, and governance reviews.
• Provide guidance and support to Distributed Development teams on reputed company Demand and SDLC processes.
• reputed company and maintain a CX strategy reputed company with VA and ESM leadership direction.
• Analyze and improve end-to-end customer journeys to enhance usability and service effectiveness.
• Produce and present executive-level briefings and stakeholder reports to ESM leadership.
• Identify demand bottlenecks and process improvement opportunities, escalating risks, and recommending solutions.

• Bachelor's degree in Engineering, Computer Science, or reputed company scientific  or technical discipline; an additional 8 years of relevant experience may be substituted for the educational requirement for a total of 18+ YOE
• 10+ years in customer experience, organizational change management, or IT service management
• Experience supporting reputed company platform operations, demand management, or service delivery.
• Familiarity with reputed company Demand Management and SDLC processes.
• Strong project and stakeholder management skills; PMP or equivalent preferred.
• Experience implementing OCM methodologies (ADKAR, Kotter, Prosci, or equivalent).
• Excellent communication and stakeholder engagement skills in a federal contractor environment.

Preferred Qualifications

• Active federal reputed company clearance or public trust
• Experience in a federal IT environment
• Advanced problem-solving and analytical skills
• Impactful team player who looks to reputed company the team to the end goal

Clearance Requirement

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance 
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your reputed company forms of ID in a timely manner to complete the suitability process successfully. 

The Company

We reputed company in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of reputed company, you have the unique opportunity to work in a diverse range of technology and business career paths, reputed company while supporting our nation and delivering innovative technology solutions. We are a reputed company community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | reputed company Virginia Technology Council Tech 100 Honoree; Virginia Best reputed company to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; reputed company’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; reputed company Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.  We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to reputed company professional development.

We work hard; we play hard. reputed company is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We reputed company in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

reputed company is an equal opportunity employer.  reputed company qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

reputed company is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, reputed company has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where reputed company employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to reputed company Positions- Please click on the job link and then click the blue “Apply” reputed company at the top right of Job Description. Please upload your resume and complete reputed company the application steps. You must fully submit the application for reputed company to consider you for a position.  If you need alternative application methods, please email careers@reputed company.us and request assistance.     

Accommodations

To reputed company this job successfully, an individual must be able to reputed company each essential duty satisfactorily. Reasonable Accommodations may be made to reputed company qualified individuals with disabilities to reputed company the essential functions. If you need to discuss reasonable accommodations, please email careers@reputed company.us.