What are the responsibilities and job description for the Program Coordinator, Customer Engagement Associate position at VA Information Tech Agency?
Title: Program Coordinator, Customer Engagement Associate
State Role Title: Info Technology Specialist I
Hiring Range: Up to $70,000
Pay Band: 4
Agency: VA Information Tech Agency
Location: VA Information Technologies
Agency Website: www.vita.virginia.gov
Recruitment Type: General Public - G
Job Duties
The Virginia Information Technologies Agency (VITA) is excited to offer an exciting opportunity for recent college graduates to join our team as a Program Coordinator, Customer Engagement Associate. This role supports the Customer Experience Team and is part of our Associate Program designed to help you unlock your full potential.
The mission of VITA’s Customer Experience (CX) division is to ensure that customers have consistently positive interactions and perceptions at every touchpoint with VITA and our products and services. This involves understanding and meeting customer needs and expectations, fostering trust, and ultimately driving agency success through maximizing business value and minimizing risk.
The customer engagement program coordinator is key to the success of the CX division. This position will facilitate all customer engagement meetings and forums including, but not limited to, the CIO Advisory Council (CAC), Agency IT Resource (AITR), Relationship Management Committee (RMC), RMC Workgroups, and Customer Experience Officer’s (CXO) Corner.
Customer Engagement Meeting Coordination:
- Coordinate and facilitate all stakeholder engagement meetings, including but not limited to CAC, AITR, RMC, CXO Corner, RMC Workgroups, and other agency forums.
- Serve as the main point of contact for any queries, requests, or issues related to these meetings.
- Maintain accurate and updated meeting invitation lists for all meetings.
Meeting Preparation:
- Coordinate topics for discussion, ensuring relevance and timeliness.
- Coordinate the approval of all presentations to be showcased during meetings.
- Provide logistical support, such as arranging venues, coordinating with internal and external speakers, setting up video conferencing, or other technical needs.
Documenting and Reporting:
- Take detailed notes during meetings to ensure accurate capture of discussions and decisions.
- Track action items from meetings, ensuring timely follow-ups and completion.
- Generate and provide routine and ad hoc leadership reporting as requested.
Content Management:
- Responsible for updating and maintaining the department’s SharePoint site.
- Oversees updates and content management for related department and agency sites.
Departmental Administrative Support:
- Create and maintain departmental policies, processes, and procedures.
- May perform other departmental administrative tasks as assigned by supervisor.
At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services. Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.
Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!
Minimum Qualifications
Experience in meeting coordination or a related role.
Familiarity with IT terminology.
Experience with Microsoft 365 platform, including MS Teams, Outlook, Excel, PowerPoint and SharePoint.
Strong organizational skills and attention to detail.
Excellent communication skills, both written and verbal. Comfort level in external and internal communications among all levels, including senior leadership.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Ability to maintain a flexible schedule.
Additional Considerations
Previous experience in a governmental setting.
Prior experience in an IT service management environment. ITIL Foundations certification a plus.
Previous experience in a customer experience setting or voice of the customer program.
Demonstrated prior project coordination or project management experience.
Technical proficiency in presentation software and collaboration programs such as Teams and SharePoint.
Prior experience managing multiple inboxes.
Experience applying accessibility standards
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
This position is eligible for one (1) day of telework.
Applicants must consent to a fingerprint background check.
State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.
Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.
VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.
Contact Information
Name: VITA Human Resources
Email: VITAhr@vita.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer
Salary : $70,000
