Business Analyst

Overview:

Based in Northern, VA, Axiologic Solutions LLC has opportunities for you to become part of our high-quality team that delivers innovative solutions to key federal clients. We are currently seeking a Customer Advocacy Lead for the Programs Office to fulfill customer requirements with outstanding customer service and engagement. This dynamic position requires the ability to anticipate needs, think critically, and offer solutions to problems with a high level of professionalism.

Responsibilities:

* Provide oversight, planning, execution, and management support to the Program Office and ensure the overall efficiency and effectiveness of end-to-end customer advocacy, technical and business processes

* Lead operations of the customer service team, ensuring efficient and effective resolution of customer inquiries and issues.

* Work as a customer advocate to guide external customers through processes and procedures to capture requirements, acquire services, and transition to IT services.

* Lead joint forums, engagements, and activities to inform and further program efforts

* Collaborate with other departments to ensure a consistent and cohesive customer experience across all touchpoints.

* Coordinate services with multiple customers from various DoD and IC agencies.

* Manage and update customer service tools such as service catalog, cost models, and service agreements as required.

* Monitor customer service performance metrics, such as response times and customer satisfaction rates, to identify areas for improvement and implement strategies to enhance service quality.

* Handle escalated customer complaints or issues that cannot be resolved by team members, ensuring a satisfactory resolution for both the customer and the company.

* Develop and implement customer service policies and procedures to standardize and improve service delivery across the team.

* Analyze customer feedback and survey data to identify trends and insights that can inform business decisions and strategies.

* Provide requirements management support.

* Facilitate process improvement activities to provide an unmatched customer experience

* Organize and lead team meetings and training sessions to foster a positive work environment, encourage team collaboration, and share updates on company policies and customer service best practices.

* Assist the Program Office and team as required.

Qualifications:

• Must have an active/current TS/SCI and be able to pass a CI Poly.
• Must have 12 years' experience with 5 years of IT management consulting experience. DoD or IC experience is highly preferred.
• A bachelor's degree or equivalent training and experience.
• Excellent oral and written communication skills with customer, team, and leadership.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation.
• Excellent creative problem-solving skills
• Exceptional organizational skills and impeccable attention to detail.
• Ability to complete a high volume of tasks and projects with little or no guidance.
• Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems

Travel Requirements:

* Travel may be required within Washington National Capital Region (NCR) on an as-needed basis for customer or corporate requirements.

Level of Responsibility:

Work includes the exercise of discretion and independent judgment concerning matters of administrative/operational needs.

Reporting Chain:

* This position reports directly to Axiologic Solutions' assigned Task Order Lead.

Level of Supervision Required:

The supervisor sets the overall objectives and resources available. The employee plans and carries out the assignment resolves most of the conflicts, coordinates work with others and interprets policy on own initiative. The employee keeps the supervisor informed of progress, potentially controversial matters, or far-reaching implications.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers, and phones.

* While performing the duties of this job, the employee is regularly required to communicate within a team environment.

* Ability to type, sitting or standing, to complete work functions for hours at a time; ability to move between sitting, standing, and walking on a frequent basis.

* This is a full-time position, requiring 40 hours per week on site, Monday through Friday, within the contract hours of 6:00 a.m. to 6:00 p.m.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.