[Hiring] Strategic IT Customer Liaison @A.C. Coy

Role Description

Tier One Technologies is seeking a Strategic IT Customer Liaison to support one of our direct U.S. Government clients. This part-time, contract-to-hire position (24 hours/week) will be 100% remote. Must be a US Citizen.

• Build and maintain a strategic bridge leveraging deep operational credibility to protect OIG technical resources and improve customer service.
• Fill gaps in the development lifecycle, specifically focusing on pre-discovery, customer engagement, and post-deployment stabilization.
• Strategic Gatekeeping & ROI Assessment:
  • Collecting and investigating technical ideas from the customer base.
  • Assigning projected Return on Investment (ROI) against finite resources.
  • Triaging data analytics requests to route to the appropriate team with the right prioritization while reducing duplication of effort.
• Pre-Discovery & Upstream Software Lifecycles:
  • Leading exploratory pre-discovery and discovery phases.
  • Engaging with customer working groups at the brainstorming stage.
  • Proactively investigating current business processes to identify cost savings and efficiencies.
• Roadmap Development:
  • Partnering with stakeholders to establish comprehensive strategic planning roadmaps for large projects such as application systems modernization rebuilds.
• Usability & Friction Discovery:
  • Organizing volunteer user groups to conduct usability testing and identify operational inefficiencies and UX friction points.
• Milestone Accountability:
  • Supporting Project Managers by communicating realistic timeframes to customers.
  • Communicating why milestone deadlines on customer responsibilities, such as requirements and UAT, are critical for deployment schedules to meet target.
• UAT & Training Bridge:
  • Participating in User Acceptance Testing (UAT) as a customer advocate.
  • Assisting the QA Engineer with test plan reviews.
  • Collaborating with product owners on training, internal and external demos, and executive communications.
• Post-Deployment Tracking:
  • Interfacing directly with customers during stabilization to assess satisfaction.
  • Developing success metrics and managing the feedback loop to kickstart discovery for future v2 iterations.

Qualifications

• A 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 and strong relationships within the OIG community.
• Hands-on experience in business process analysis, requirement brainstorming, and pre-discovery exploratory work.
• Law Enforcement & OIG Domain Expertise: Multi-year career background within federal law enforcement, including direct familiarity with typical OIG investigations policies and procedures.
• Case Management Expertise: Expert-level working knowledge of law enforcement case management systems and deep familiarity with operational data points.
• Customer-Side IT Engagement: Extensive hands-on experience acting as the primary business liaison to IT engineering teams.
• Deep operational credibility to act as an effective bridge between technical IT teams and the operational customer base.
• Demonstrated experience in pre-discovery and discovery phases, including 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 collaborate with others 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, especially as supported 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 (e.g., a 5-year upgrade plan for flagship systems) is a PLUS.
• Must be a US Citizen and be able to obtain a Position of Public Trust Clearance.
• Candidate must have lived in the United States for the past 5 years.
• Cannot have more than 6 months travel outside the United States within the last 5 years. Military Service excluded.