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Strategic IT Customer Liaison
A.C.Coy Company. Build and maintain a strategic bridge to protect OIG technical resources and improve customer service .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in business process analysis and customer engagement, with a strong focus on pre-discovery and discovery phases. Proven ability to bridge technical IT teams and operational customer bases while managing stakeholder relationships and strategic planning.
Highest-signal resume keywords
Business Process AnalysisOIG Investigations PoliciesLaw Enforcement Case Management SystemsCustomer EngagementUAT Participation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Process OptimizationRequirement BrainstormingData Analytics TriageOperational Data PointsProduct Backlog DefinitionTraining and Demo DeliveryCost Savings IdentificationUsability TestingStrategic Roadmap FormulationTechnical Resource Management
Soft Skills
Strong Communication SkillsAdvocacy SkillsStakeholder CollaborationOrganizational SkillsCustomer Satisfaction Assessment
Tools & Technologies
AI TechnologiesReporting ApplicationsCase Management SystemsUser GuidesSurveys
Certifications & Qualifications
Position of Public Trust Clearance
Industry Keywords
Office of the Inspector GeneralFederal Law EnforcementOperational EfficienciesCustomer Working GroupsExploratory Phases
About the role
Key responsibilities & impact- Build and maintain a strategic bridge to protect OIG technical resources and improve customer service
- Fill gaps in the development lifecycle, focusing on pre-discovery, customer engagement, and post-deployment stabilization
- Collect and investigate technical ideas from customers
- Assign projected ROI against finite resources
- Triage data analytics requests and route them to the appropriate team with prioritization
- Reduce duplication of effort
- Lead exploratory pre-discovery and discovery phases
- Engage customer working groups during brainstorming
- Investigate current business processes to identify cost savings and efficiencies
- Partner with stakeholders to establish strategic planning roadmaps for large projects, including application systems modernization rebuilds
- Organize volunteer user groups for usability testing
- Identify operational inefficiencies and UX friction points
- Support Project Managers by communicating realistic timeframes and milestone importance to customers
- Participate in UAT as a customer advocate
- Assist the QA Engineer with test plan reviews
- Collaborate with product owners on training, internal and external demos, and executive communications
- Interface directly with customers during stabilization
- Assess customer satisfaction and develop success metrics
- Manage the feedback loop to initiate discovery for future v2 iterations
Requirements
What you’ll need- Degree from an accredited College/University in the applicable field of services is preferred
- 5+ years of experience working for an Office of the Inspector General
- Strong relationships within the OIG community
- Hands-on experience in business process analysis, requirement brainstorming, and pre-discovery exploratory work
- Multi-year career background within federal law enforcement
- Direct familiarity with typical OIG investigations policies and procedures
- Expert-level working knowledge of law enforcement case management systems
- Deep familiarity with operational data points
- Extensive hands-on experience acting as the primary business liaison to IT engineering teams
- Experience defining/prioritizing product backlogs, approving requirements, undergoing UAT, delivering training/demos, and managing operational support issues
- Deep operational credibility to bridge technical IT teams and operational customer bases
- Demonstrated experience in pre-discovery and discovery phases
- Experience evaluating customer requests and leading brainstorming sessions
- Strong communication and advocacy skills
- Experience interacting with IT teams testing products such as new reports or software
- Ability to organize training, user guides, newsletters, and outreach efforts
- Experience investigating and evaluating business processes to identify cost savings and efficiencies
- Knowledge of business process optimization through automation technologies such as AI, applications, and reporting is a plus
- Skill in organizing volunteer groups for working groups, usability testing, surveys, or other end-user outreach is a plus
- Ability to formulate long-term strategic roadmaps is a plus
- Must be a US Citizen
- Must be able to obtain a Position of Public Trust Clearance
- Must have lived in the United States for the past 5 years
- Cannot have more than 6 months of travel outside the United States within the last 5 years; military service excluded
- No corp-to-corp candidates accepted
Benefits
Comp & perks- Part-time, contract-to-hire position
- 100% remote work
- 24 hours/week