Senior Customer Relationship Specialist (IT)

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

Salary: $75,000–$89,000 per year

Company

hirify.global provides federal IT services supporting NASA mission operations and customer experience.

What you will do

• Serve as the primary liaison between NASA Headquarters and Goddard Space Flight Center customers and technical support teams.
• Translate customer needs into actionable plans and coordinate issues through resolution.
• Manage escalations and coordinate fixes across multiple IT service lines.
• Develop customer profiles and personas while managing ongoing stakeholder relationships.
• Lead customer forums, outreach initiatives, web presence activities, and adoption of self-service tools.
• Track CRM actions, prepare performance reports, drive continuous improvement, and support delivery of the eMITS contract.

Requirements

• Experience in customer relationship management or customer service support, preferably in an IT environment.
• Excellent written and verbal communication skills across phone, email, chat, and face-to-face settings.
• Ability to build and maintain strong relationships with organizational partners.
• Proficiency with Microsoft 365, SharePoint, and Power BI.
• Experience managing support tickets in an ITSM-based tracking system.
• Bachelor’s degree plus 8 years, Associate’s degree plus 12 years, or high school diploma plus 16 years of relevant experience.

Nice to have

• Experience supporting NASA or other federal IT environments.
• Experience with ServiceNow or similar ITSM platforms.
• ITIL certification and familiarity with NASA OCIO processes and tools.
• Strong analytical and organizational skills with the ability to work independently and collaboratively.

Culture & Benefits

• Work supporting NASA’s mission and space exploration activities.
• Comprehensive benefits package.
• Tuition assistance.
• 401(k) plan with company matching funds.