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Jobs · Information Technology · Maryland

IT Relationship Manager

Johns Hopkins Applied Physics Laboratory · Laurel, MD · 3 wk ago
On-siteInformation Technology$100k/yrInternship

Serve as the primary point of contact

Serve as the primary point of contact between the IT operations team and AMDS user community for all non-routine technical requests and escalated customer service concerns.

Communicate and explain the impact of scheduled maintenance, unplanned outages and other impactful changes.

Build strong and trusting relationships

Build strong and trusting relationships with technical teams that make up AMDS’ broad user community.

Develop an understanding of user’s unique operational needs and constraints.

Explore how users leverage classified technologies through exposure to mission use cases, technical investigations, and collaboration with subject matter experts.

Gain a strong understanding of APL’s technical services

Develop a strong understanding of APL’s technical services, including the software development environments, high performance computing clusters and the AI/ML capabilities.

Lead user forums

Lead user forums to showcase new capabilities and promote collaboration and knowledge sharing.

Align priorities

Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery.

Gain a strong understanding of both IT and AMDS’ short and long-term priorities to ensure solid alignment between the IT operations team and the user community.

Other duties

Perform other duties as assigned.

Qualifications

  • Possess a Bachelor’s degree in an IT-related field or equivalent years of professional IT work experience.
  • Have at least 3-5+ years of professional IT experience focused on strong customer relationship management/technical services experience, for example: Technical Account Manager (TAM) or technical Customer Success Manager (CSM), Project Manager or Business Analyst who has worked in an “hands-on” capacity in a technical environment.
  • Have a positive and optimistic outlook, exuding confidence, especially when meeting with users, and facing challenging situations and negotiating with stakeholders.
  • Can provide examples of previous success with conflict resolution and the ability to make difficult decisions after acquiring input from all sides.
  • A highly effective communicator with excellent customer service and analytical skills, with a proven ability to write documentation, deliver business and technical presentations, and provide regular notifications about AMDS initiatives across the Sector.
  • Able to obtain an Interim Secret clearance by your start date and can ultimately obtain a Secret level security clearance.

About Us

Why Work at APL? The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates. At APL, we celebrate our differences of perspectives and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at https://www.jhuapl.edu/careers.

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