Business Relationship Manager Support Specialist

Business Relationship Manager (BRM) Support Specialist Location: Washington, DC (Onsite 5 days a week at DOT Headquarters / Remote support as specified) Position Type: Full-Time / Contractor Target Organization: Department of Transportation (DOT) Office of the Chief Digital & Information Officer (OCDIO) / Office of the Secretary of Transportation (OST) Position Overview The Business Relationship Manager (BRM) Support Specialist serves as a vital liaison and strategic business partner between OCDIO Subject Matter Experts (SMEs) and the Operating Administrations Common Operating Environment (OA COE) customer base. The primary objective of this role is to ensure that the OCDIO remains fully aligned with customer requirements and effectively fulfills their IT service needs. This position provides tailored customer service, maintains continuous open communication, facilitates problem escalation and resolution, manages the Level of Effort (LOE) lifecycle, and drives adoption of DOT IT Shared Services. Key Responsibilities • Stakeholder Engagement & Relationship Management • Act as the primary interface between OCDIO subject matter experts and OA business lines, ensuring seamless communication across all IT Shared Services. • Maintain positive, professional customer relationships by addressing inquiries, feedback, and operational concerns with speed and diplomacy. • Identify individual customer preferences regarding information access, communication tools, and delivery frequency; document and report these needs to senior IT Operations and federal staff. • Keep DOT customers informed about OCDIO enterprise projects, IT Shared Services offerings, and any impacts on existing or evolving enterprise architecture and supporting systems. • Requirements Analysis & Service Optimization • Analyze operational and long-term strategic communication requirements to recommend tailored solutions and resource allocations. • Collaborate directly with customers and technical staff, leveraging SME knowledge to clarify complex business needs, both planned and unplanned. • Solicit feedback from IT staff to recommend design improvements, system upgrades, and policy/procedure enhancements for greater completeness and efficiency. • Monitor ServiceNow tickets and technical support activities, guide issue resolution, and ensure timely, transparent feedback is delivered to the customer. • LOE & Work Order Lifecycle Management • LOE Processing: Lead the Level of Effort (LOE) workflow for out-of-scope/additional work requests from modal customers. Collect requests, analyze requirements, seek clarifications, recommend alternatives, meet with requestors, and document formal responses through final customer decisions. • Work Order Execution: Track and manage approved LOE work orders through their full project lifecycle to guarantee standard quality, timely delivery, and customer satisfaction. • Escalation & Quality Control: Immediately notify OCDIO RMO Management, the Contract Program Manager, and the Quality Manager if work deviates from LOE requirements to rectify issues and improve DOT workflows. • Meeting Facilitation, Tracking & Reporting • Technical Interchange Meetings (TIMs): Plan, lead, and execute TIMs with OCDIO customers and agency technical representatives. Author and distribute formal meeting minutes via government-approved templates within one (1) business day. • Google Workspace Tracking Maintenance: Maintain and update the 24/7/365 web-based tracking tool (currently within Google Workspace) within one (1) business day of receiving an LOE. Accurate status tags must be maintained throughout the lifecycle (Fed Signature, Sent to RMO, With OA for signature, Signed and Work Completed, In Progress). • Status Reporting: Compile and submit comprehensive status reports on assigned OA LOEs and Work Orders to the PMO, SMEs, OCDIO Contract and Customer Support Office Director, and key stakeholders on a weekly basis. Required Qualifications & Competencies • Customer Alignment & Communication: Exceptional written and verbal communication skills with a proven track record of managing multi-stakeholder relationships and customer expectations. • Service Knowledge: Strong ability to quickly learn and articulate complex IT services, enterprise architecture concepts, and OCDIO service offerings. • Process Discipline: High attention to detail regarding tracking, workflow documentation, and meeting Service Level Agreements (SLAs) (e.g., 1-day turnaround times for minutes and system updates). • Problem-Solving & Escalation: Proactive approach to identifying risks, resolving operational bottlenecks, and coordinating issue resolution across technical teams and executive management. Preferred Technical & Tool Experience • Platform Experience: ServiceNow experience, Google Workspace administration and tracking tool/site management. • Frameworks: Familiarity with IT Service Management (ITSM) principles, Business Relationship Management (BRM) best practices, and ITIL foundations. • Domain Context: Prior experience supporting DOT, federal government IT Shared Services, or agency-level Common Operating Environment (COE) infrastructure. • Project Management Experience: Project coordination, forecast costs, review schedule performance. Create dashboards and executive summaries. Maintain current logs for procurement, contracts, and project milestones Benefits: • 401(k) • 401(k) matching • Health savings account • Life insurance • Paid time off • Vision insurance Work Location: In person