KeyLogic has a new opportunity, for a Process Manager CRM. This position can be Hybrid, based out of Bethesda, MD.

Position Summary:
The Process Manager CRM is responsible for improving customer satisfaction by monitoring and enhancing Office of Information Technology's (OIT) processes, particularly those related to Customer Relationship Management. This role involves developing and refining standard operating procedures to improve customer service perception across the OD community.

Position Responsibilities:

• Monitor and improve OD customer satisfaction in coordination with OIT technical teams.
• Develop Standard Operating Procedures (SOPs) to enhance customer service perception within the OD community.
• Conduct business process modeling and improvement initiatives.
• Perform process review and development activities.
• Assist in maturing existing OIT program and project processes to improve reliability.

Position Requirements:

• Ability to obtain and maintain a Federal Background Investigation
• Ability to obtain a Public Trust Clearance, requirements include Permanent Residency or U.S. Citizenship
• Expertise in business process modeling and improvement.
• Strong analytical skills to conduct fit-gap analysis and document business processes.
• Ability to collaborate effectively with technical teams and stakeholders.

Required Certifications (any of the following):

• PMP (Project Management Professional)

• ITIL Foundation

• JIRA

*Position is an opportunity for future work, salary level $80, 000 - $150, 000