Customer Experience Improvement Specialist (Business Analyst IV)

Job Announcement

This position supports the Department of Information Technology’s efforts to enhance the delivery of technology services for County staff and leadership. This position serves as a strategic and operational partner to the Chief Director of Customer Experience and plays a key role in improving internal customer experience through service coordination, process improvement, and high-touch technology support for executive stakeholders.

This is an onsite (hybrid) position that works closely with the service desk and technical teams to coordinate issue resolution, track executive technology requests, and ensure clear communication and follow-through for county leadership, executive offices, and designated VIP personnel.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Bachelor's degree in computer information systems, business administration, or related field; plus five years of experience in information systems and process redesign, managing and implementing all phases of the systems development life cycle, including at least one year of supervisory experience.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Professional experience performing IT support triage including intake, basic troubleshooting, documentation, and routing of incidents or service requests.
• Experience supporting and troubleshooting endpoint devices, collaboration tools, network access, and enterprise applications.
• Experience providing technological support or coordination for executive or VIP stakeholders.
• Experience coordinating with multiple IT teams to resolve incidents or service requests.
• Experience working within a government or large enterprise IT support environment.
• Familiarity with IT Service Management platforms such as ServiceNow.
• Experience participating in service improvement, process improvement, or customer experience initiatives.