IT Product and Customer Relationship Specialist

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as an IT Product and Customer Relationship Specialist with the Customer Experience Division.

The IT product and customer relationship role requires a high level of technical expertise and understanding of VITA's current and future service catalog.

The product specialist converts customer business needs and demand trends into informed product decisions that advance the value and adoption of VITA's services.

This position is expected to:

Coordinate with VITA product and service owners, governance teams, IT service management SMEs, and other stakeholders on the alignment of IT product and service priorities and strategies.

Support VITA's demand management function by analyzing, tracking, and reporting service demand to identify growth opportunities and inform strategic planning.

Analyze, monitor, and assess customer business needs against available VITA services to uncover opportunities for service expansion or introduce new services.

Support customer engagement and outreach initiatives that promote awareness and adoption of VITA's IT products and services.

Help ensure product decisions balance customer value, technical feasibility, and alignment with VITA's overall service strategy.

Coordinate with the VITA customer success team, service owners, demand manager, suppliers, and other stakeholders to develop agency outreach, organization change management plans, training, and other documentation (job aids, knowledge base material, etc.) in support of service adoption.

Identify, conduct, and share customer testimonials and feedback to collect demand insights and drive service adoption.

Plan, develop, and facilitate engagement sessions and other customer events (Service Fairs, Town Halls, etc.) to showcase IT products and services and/or to address customer concerns or questions.

Analyze changes to VITA products and services to proactively identify customer interest and work with stakeholders to implement strategies to educate and smooth customer transitions.

Engage and work with the customer experience quality assurance team on data tracking and reporting.

Support the lifecycle management of VITA's IT products and services by partnering with VITA stakeholders and SMEs.

Join VITA at The Boulders in Richmond, VA, where innovation meets impact! As the Commonwealth's leading IT agency, we're connecting, protecting, innovating, and powering Virginia's digital future through collaboration, creativity, and purpose. Our team thrives in a vibrant, customer-focused environment that values growth, accountability, and forward thinking - all while making technology work for every corner of Virginia., 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., 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 .

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

Experience supporting marketing or communications related to IT services and products.

Experience with IT service management concepts (ITIL, service lifecycle, and service catalog structures) and governance frameworks.

Experience with IT service demand management and/or portfolio management processes.

Considerable experience analyzing business needs, interpreting demand signals, and translating them into actionable product or service recommendations.

Considerable experience to collecting, interpreting, and presenting data to technical and non-technical audiences.

Considerable experience producing customer-facing documentation (user guides, feature overviews, FAQs, etc.) and presentations in support of IT products and services.

Experience with using Word, PowerPoint, Excel, MS Office 365, MS Teams, MS Planner.

Experience conducting customer interviews, testimonials, or face-to-face feedback sessions.

Experience managing concurrent projects and/or initiatives requiring coordinated executive across multiple organizational units.

Additional Considerations

Experience working in a government or public-sector environment.

Experience working with vendors, managed service providers, and/or external IT service delivery partners.

Experience with data visualization and/or analytics reporting tools (Power BI, Tableau, etc.).

Certifications: ITIL Foundation, Prosci Change Management, PMP.