Senior IT & Customer Relationship Specialist

TL;DR

Senior IT & Customer Relationship Specialist (IT Services): Serving as the primary liaison between NASA HQ/GSFC customers and technical teams to ensure IT services align with mission needs with an accent on relationship management, escalation handling, and service adoption. Focus on translating customer requirements into actionable plans and optimizing the customer experience within a federal IT environment.

Location: Onsite at NASA Headquarters in Washington, D.C.

Salary: $75,000 – $89,000

Company

hirify.global is a federal IT services provider supporting one of the world's most mission-driven organizations, NASA.

What you will do

• Act as the primary liaison between NASA HQ OCIO customers and the technical teams providing support.
• Translate customer needs into clear, actionable plans and follow through to resolution.
• Manage escalations and coordinate fixes for customer-impacting issues across multiple service lines.
• Build and maintain customer profiles and personas for ongoing relationship management.
• Lead customer forums, outreach efforts, and manage web presence initiatives.
• Track CRM actions, prepare performance reports, and drive continuous improvement.

Requirements

• Location: Must work onsite in Washington, D.C.
• Proven experience in customer relationship management (CRM) or customer service support, preferably in an IT environment.
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Power BI.
• Experience logging and managing support tickets using an ITSM-based tracking system.
• Educational background: Bachelor's + 8 years, Associate's + 12 years, or High School Diploma + 16 years of relevant experience.
• Excellent written and verbal communication skills for various professional settings.

Nice to have

• Prior experience supporting NASA or other federal IT environments.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• ITIL-IV (or earlier) certification.
• Familiarity with NASA OCIO processes and tools.

Culture & Benefits

• Opportunity to make a tangible impact on space exploration technology.
• Comprehensive benefits package.
• 401K plan with company matched funds.
• Tuition assistance.
• Work within a mission-driven professional environment.