The Department of Transportation (DOT) is comprised of 10 Operating Agencies (OA) responsible for different aspects of transportation. Each OA has a diverse group of users, the majority of which are supported the DOT's IT Shared Services (ITSS) organization. With varying requirements and communication processes, ITSS supports an IT infrastructure comprised of approximately 12,000 end user devices, and a customer base of over 9,000 end-users located at DOT headquarters and several field sites throughout the United States including over 850 servers located at two geographically disperse data centers (including virtual machines and cloud computing). The Customer Account Management (CAM) team serves as business analysts and liaisons between DOT Headquarters and Transportation OAs, ensuring DOT- Headquarters is aware of customer requirements and fulfills the customer needs in an acceptable time frame. While the CAM team serves primarily as Business Relationship Managers to the OAs through escalation and communication of operational issues and by gathering and organizing user and infrastructure requirements to support the OAs' missions, the team is also tasked with assisting to develop plans for future IT needs in support of mission. The position has the overall responsibility to provide customer service and maintains continuous and open communication between the customer, ITSS, and the ActioNet team on all service and support issues. The incumbent independently plans and carries out assignments, interpreting policies, procedures, and regulations, and resolving most problems that occur. The contract first line supervisor may be consulted in the resolution of unique problems, and is kept informed of progress and potentially controversial situations. Additionally, the candidate must be able to communicate upcoming project activities and user impacts based on the needs of the individual OA POCs, while remaining within messaging determined by the organization. Duties include: Acts as a strategic advisor and liaison between IT Shared Services and Operating Agency business owners. Advises DOT and its customers on issues within the Information Systems and Telecommunications arenas and the impact on existing or evolving DOT enterprise architecture and supporting systems. Monitors and facilitates customer projects that involve implementing Information and Telecommunications Systems solutions to meet the demands of the customer. Develops strategies, plans, and processes to effectively manage and track customer requirements, daily systems outages, and/or service interruptions. Analyzes operational requirements and recommends appropriate solutions and resources. Solicits feedback and recommends design improvements and upgrades. Uses technical knowledge and operational experience to work with customers to clarify requirements. Maintains solid customer relationships by handling questions and concerns with speed and professionalism. Conducts interviews with customers and agency technical representatives in order to plan, conduct, and implement business processes and projects related to information systems applications development. Participates in DOT reviews, and agency meetings to assist in presenting information and advice on IT and telecommunications projects. Duties require occasional after hour on call status that may necessitate coordination and interface efforts between customers and the operational communities to resolve after hours issues.