Client Experience Advisor (Strat Advisor 2, IT) #2019-02019
Client Experience Advisor (Strat Advisor 2, IT)
Salary: $41.50 - $62.27 Hourly
Location: Seattle, WA
Job Type: Classified Civil Service, Regular, Full-Time
Department: Seattle Information Technology
Job Number: 2019-02019
Closing: 12/31/2019 4:00 PM Pacific
Position Description
Department Overview
The City of Seattle is seeking qualified candidates for the position of Client Experience Advisor with Seattle Information Technology (Seattle IT), Client Solutions Division.
As a city, Seattle is known as a progressive leader in technology, innovation and the environment. As an employer, the City of Seattle is leading local government in environmental stewardship and social justice amongst other things, making our City what it is today and shaping our exciting future. The organization's workforce plays a critical in making this possible.
Seattle IT is the technology backbone of the City of Seattle's complex operations and its ability to deliver a wide array of services for the residents of Seattle. The 700+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. Our vision is simple: be a Best-in-Class digital services delivery team and set best practices for others to follow.
Job Responsibilities
Position Overview & Description:
The Client Solutions division in Seattle IT owns the delivery of a consistent and positive end-to-end client experience. Our clients are the 30+ City departments and agencies that utilize Seattle IT services. The functional areas of Client Solutions include client service, project delivery, and client experience and supports an operating culture that allows cross-functional collaboration and consistent focus on client outcomes.
The Client Experience Advisor position currently reports to the Director of Client Solutions and provides connective services for coordinating business-focused site visits for IT staff, client-centric user groups, and facilitating a consistent IT strategic planning process for city departments. This role works closely with the Client Service Directors/Advisors that manage the relationship with client departments as well as the Seattle IT Service Managers to ensure an end-to-end client experience is always top of mind.
Primary Responsibilities
- Work with Client Service Directors/Advisors to design forward-looking strategic planning sessions with client departments that connects Seattle IT roadmaps to client business strategic goals and is in line with business industry trends.
- Work with Seattle IT Service Managers with products and services that utilize a user group model for client engagement and create a framework and process that provides a consistent experience for clients.
- Work with Client Service Directors/Advisors, Seattle IT Service Managers, and client departments to coordinate participation in client site visits (e.g. Seattle IT staff that support technology for 9-1-1 dispatch would visit the command center and interact with clients performing day-to-day 9-1-1 dispatch work).
- Increase number and types of opportunities for client department staff and a wide variety of Seattle IT staff to interact and deepen understanding of business capabilities as well as IT services provided.
- Design and facilitate cross-departmental collaboration sessions for department groups with similar lines of business (e.g. Department of Neighborhoods, Human Services Department, Office of Immigrant and Refugee Affairs, etc.) to improve utilization and development of technology solutions.
- Help manage content for internal Client Solutions SharePoint site to ensure consistency across all functional areas.
- Leverage a scalable project delivery model and services that enables innovation and flexibility to fit client department needs.
- Operate within a broad client engagement model to improve flow of information across, between, and within city departments and Seattle IT.
These responsibilities are only a summary of typical functions of the job and are not intended to be an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Position may perform other duties comparable to the Strategic Advisor 2 level.
Qualifications
Note: Equivalent combinations of education and experience will be considered for the required qualifications.
- Bachelor's degree or higher in computer science, business, information technology, or a field in which you can demonstrate project management, analysis or logistics as demonstrated through education and/or equivalent experience.
- Demonstrated experience in a workplace that values diversity.
- Proven organization skills applied to coordinating complex cross-functional efforts.
- Experience utilizing project management and business analysis skills.
- Experience with technology-focused user groups.
- Highest standards in executing communication, customer service, and planning skills.
- Experience designing meetings/workshops to deliver outcomes.
- Seasoned facilitator of discussions amongst diverse stakeholders.
- Strong oral and written communication skills.
- Advanced skills utilizing office tools (e.g. PowerPoint, Outlook, Word, Excel, SharePoint, etc.) to create supporting materials used for workshops, strategic planning, communications, etc.
- A commitment to exemplary customer service, assisting Seattle IT in its goal of being a Best-In-Class Digital Service provider.
Note: Employment contingent upon successful completion of comprehensive background investigation in compliance with Seattle's Fair Change Employment Ordinance SMC 14.17. Background investigation may include CJIS certification conducted under the purview of Seattle Police Department.
Additional Information
Desired Qualifications:
- Master's degree or higher in computer science, business, information technology, or a field in which you can demonstrate project management, analysis or logistics as demonstrated through education and/or equivalent experience.
- Understanding of organizational systems and general business operations.
- Project Management Certification (e.g. PMP, Scrum Master, etc.).
- Business Analyst Certification (e.g. CCBA, CBAP).
- Change Management Certification (e.g. Prosci, ITIL, etc.).
- Experience with Lean or other Continuous Improvement processes and models.
- Experience with performance metrics (development and monitoring).
- Experience engaging with all levels of management including senior levels executives.
- Ability to build trust and engagement with existing teams and ad hoc cross-functional groups of people.
- Government and/or public sector environments.
Additional Information:
This position is open to all candidates who meet the minimum qualifications. The Seattle Information Technology Department values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. ITD encourages people of all backgrounds to apply.
# LI-134281041_ET1
- Agency
- City of Seattle
- Address
- Seattle Municipal Tower
700 5th Avenue, Suite 5500
Seattle, Washington, 98104