Position Summary

The Customer Support – SME Level III is a senior customer-facing role responsible for overseeing special projects, PC lifecycle initiatives, and customer support improvements. This position works directly with customers and internal teams to understand needs, define requirements, coordinate implementation, and track results. The role is focused on oversight, project coordination, business analysis, and functional analysis rather than hands-on technical support.
 
Key Responsibilities

• Work directly with customers to understand needs, priorities, and expected outcomes.
• Lead and support special projects related to customer support and end-user IT services.
• Oversee PC lifecycle activities, including device refreshes, deployments, upgrades, and customer communications.
• Translate customer requests into clear business and functional requirements.
• Coordinate with technical, ServiceNow, service desk, asset management, cybersecurity, and other support teams.
• Manage projects using Agile sprints, Waterfall, Hybrid, and Project Management Lifecycle methods.
• Develop and maintain project plans, schedules, requirements, risks, issues, and status reports.
• Facilitate meetings, track action items, and ensure assigned teams complete agreed work.
• Support testing, implementation, customer acceptance, and post-deployment reviews.
• Identify process gaps and recommend improvements to customer support services.
• Manage customer escalations and coordinate timely resolution.
• Prepare dashboards, reports, and updates for customers and management.

 
ServiceNow Responsibilities

• Use ServiceNow for reporting, dashboards, workflow management, and process improvement.
• Analyze incidents, requests, problems, changes, assets, and service trends.
• Document ServiceNow enhancement requirements and coordinate implementation.
• Support workflow design, approvals, routing, notifications, and automation.
• Assist with knowledge management, testing, user acceptance, and release validation.
• Track customer requests, project actions, risks, issues, and deliverables in ServiceNow.

 
Required Qualifications

• Minimum of 10 years of relevant experience.
• Strong background in project management, business analysis, and functional analysis.
• Advanced ServiceNow experience, including reporting, workflows, dashboards, and IT service management processes.
• Experience supporting PC lifecycle management and end-user technology projects.
• Experience working directly with customers and coordinating across multiple teams.
• Knowledge of Agile, sprint-based delivery, Waterfall, Hybrid, and project lifecycle methods.
• Strong communication, documentation, analytical, and stakeholder-management skills.
• Ability to provide senior-level oversight without serving as the primary technical engineer.

Preferred Qualifications

• Bachelor’s degree in information technology, business, project management, or a related field.
• Project Management Professional, Scrum, ITIL, ServiceNow, or business analysis certification.
• Experience supporting Federal or large enterprise IT environments.