NASA Customer Service Request Coordinator

Job ID: 2305727

Location: STENNIS SPACE CENTER, MS, US

Date Posted: 2023-04-24

Category: Program Management

Subcategory: Project Analyst

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

Description

SAIC has a Full-Time Position opening for a Customer Service Request Coordinator to work to support the NCCIPSv2 Contract. The National Center for Critical Information Processing and Storage (NCCIPS) is a federal shared services facility, managed by the NASA Shared Services Center (NSSC). NCCIPS provides facilities support to meet the requirements of multiple federal agency data centers and manages those relationships via Interagency Agreements. NCCIPS is a 200,000 sq. ft. secure facility situated on a 64 acre campus within NASA Stennis Space Center in southern Mississippi.

This position is an on-site position located at Stennis Space Center, Mississippi.

The duties for the Customer Service Request Coordinator include but are not limited to the following:

• Coordinate with customers to address any customer requests and log support requests in the ServiceNow Work Order System to ensure that all work is documented and assigned appropriately.
• Coordinate with customers and functional department managers, through e-mails, telephone calls, to schedule work and coordinate assignments.
• Assists with managing escalated customer issues, when required.
• Compile reports and status reports to distribute internally or to external customers, as required.
• Prepare, review, revise, and maintain technical documents, including facility system operations, testing, and user documentation.
• Edit content of Program Documentation to ensure documentation is created in the appropriate format, consistent verbiage, provides clarity and conciseness for the intended audience, and meets all requirements for the appropriate documentation.
• Provide quality oversight for the processes used within the Configuration/Change Management Systems.
• Creates user guides, workflow guidelines, checklists, and diagram maps.
• Other duties as assigned.

Qualifications

Required Education:

• Bachelors and three (3) years or more of related experience; Masters and one year of related experience
• Years of experience accepted in lieu of degree.

Required Skills/Experience:

• 3 years’ experience working in Customer Service Coordination, Project Support, Technical Writer, or a similar field.
• Experience with Microsoft Office Products to include Word, Excel and PowerPoint.
• Great interpersonal and communication skills
• Proficient with English, written and spoken
• General understanding of process and how it impacts business operations efficiency and project success
• General understanding of Configuration Management and Change Management

Required Education/Training/Certifications:

• Bachelor’s Degree or equivalent experience in lieu of degree.
  • Additional experience may be used in substitution for degree requirements: IE: Associates and 2 additional years of experience (7 total), or 4 additional years of experience (9 total) without any degree.
  
  

Clearance:

• U.S. Citizenship is REQUIRED
• Must be able to obtain a DOD Interim Secret clearance prior to employment. Continued employment is contingent that the employee obtains and maintains a Secret clearance within a reasonable amount of time.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.