PROGRAM SUMMARY:
The Defense Enclave Services contract will unify the DoD Fourth Estate Defense Agencies and Field Activities’ (DAFAs) common use information technology systems, personnel, functions, and program elements under the direction of DISA’s Fourth Estate Network Optimization program office. It will unify the DAFAs on a common, modernized network architecture, DoDNet, to provide mission services focused on enhanced user experience, improved security, and network reliability.

The Change and Enablement Senior Specialist will be a member of the Customer Experience team and will support the effort to provide an enhanced customer and user experience (UX) across a large set of stakeholders and users. They will apply best practices in user and customer experience, organizational change management (OCM), and customer relationship management to enhance the IT experience for all DoDNet users.

CLEARANCE REQUIREMENT: 

• ACTIVE SECRET or above clearance required. (US Citizenship required)

PRIMARY RESPONSIBILITIES:

• Work with Operations and Sustainment team to improve the overall customer and user experience. Work closely with customers and users to understand their needs and proactively address issues.

• Build and maintain strong relationships with stakeholders through regular communication and support.

• Identify opportunities for improvement in business processes and collaboration; design and implement solutions that meet the needs of the internal team, customers, and end users.

• Lead and baseline existing customer experience related to service offerings; develop comprehensive strategic plans to drive increased customer satisfaction.

• Develop approaches to empower users by eliminating system friction and overhead to maximize self-service and self-help capabilities.

• Communicate through a variety of channels: identify communications needs, develop high-quality and user-friendly communications, and deliver communications in a timely manner.

• Apply organizational change management methodologies including but not limited to change impact analyses, stakeholder assessments, change management plans, surveys and measurement, change agent networks, and communications and training plans to help prepare users for changes.

• Establish metrics for measuring the success of customer engagement initiatives.

• Use tools including the MS Office suite, collaboration tools such as MS Teams and SharePoint, as well as Adobe Creative Suite.

BASIC QUALIFICATIONS:

• BA degree and 12-15 years of prior relevant experience or Masters with 8-12 years of prior relevant experience.

• DoD SECRET or above clearance required.

PREFERRED QUALIFICATIONS:

• Experience working in an IT organization

• Experience in executive communications and organizational change management (OCM), including experience liaising with high-level customers and stakeholders

• Understanding of change management methodologies

• Advanced writer and editor

• Ability to translate complex technical subject matter into user-friendly communications

• Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint

• Strong technical aptitude

• Outstanding interpersonal skills, including the proven ability to work across different audiences, personalities, and experience levels with a high degree of professionalism and business acumen. 

• Ability to think strategically, solve problems effectively and tenaciously follow-through to ensure client success.

• Highly motivated, proactive, organized and have the ability to manage concurrent projects and interface with external clients in a fast-paced environment with a high level of accuracy.

DISADES

External Referral Eligible

Original Posting Date:

2024-12-18

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $101,400.00 - $183,300.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.