Customer Engagement Specialist

Looking for a rewarding career in the fastpaced technology industry Look no further!

The Department of Technology & Information (DTI) is Delawares central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services.

Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with best in class IT companies offering our employees experience operating with some of the most talented in their field.

In addition to recruiting and retaining the best and brightest DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking increased collection of skills and experiences greater teamwork and higher morale.

To learn more visit DTIs Website at offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

TheCustomer Engagement Specialist (CES) is responsible for business relationshipswith DTI customers and providing support to the States business organizationsthrough the transformational processes involving change through major projectimplementations. The CES serves as an agent of change and supporter for both DTIand the customer using influence to facilitate the various transactionsbetween the parties.

Principalresponsibilities are:

• Owning and maintaining the relationship between DTI and other state organizations (agencies legislature judiciary school districts and other educational organizations various other elected officials and state related boards and commissions. In some cases this may include quasi state organizations.
• Partnering with customers to understand and evaluate the asis business operation and processes and to define the tobe state based upon business requirements and best practices.
• Recommending solutions that improve business process performance for the customer and align with DTIs technology strategy policies and standards.
• Working with DTI technical team and vendors to achieve delivery of required solutions.
• Analyzing and documenting functional impacts in support of new business or technical initiatives.
• Representing the customers interests within DTI including service level management business case processes project oversight change scheduling incident handling service issue escalation and various other functions.
• Representing DTIs interests to the customers including policies standards procedures best practices business case issues and various other functions.
• Provide an organizational change management strategy for assigned projects by using DTIs unique methodology processes and tool sets in order to afford the structure and guidance necessary to effectively prepare people to accept change in order for their organization to accomplish their business strategy.
• Enable business process management solutions to modify and/or create policies and practices that will improve productivity or reduce risk.
• Developing effective communication strategies.

TheCES is part of the Customer Engagement Team understands technology andpossesses a track record of demonstrated technical experience and importantly the CES knows how to apply this knowledge to a customersbusiness goals and translate technical terms and processes in a manner thatwill continually increase the enduser confidence in the new system and sustainthe integrity of the project

The CES will have high expectations of accomplishmentsproficient strategic business and industry knowledge ambition talent andinterpersonal skills. Based upon important DTI customer relationships thisposition must represent the highest degree of professionalism and display agenuine interest in assisting customers in finding the appropriate businesssolution(s) through implementation of the solution.

Selective Requirements must be met in addition to the jobrequirements. Applicants who do not possess the selective requirementwill not be qualified.

• Applicant must possess a high school diploma or GED.

Applicants who do not possessthe preferred qualification will still be eligible to compete for this positionif job requirements are met.

• Possess a bachelors degree in Business Administration Communications Information Systems Public Administration or a related field.

Job Requirements for Customer Engagement Specialist

Applicants must haveeducation training and/or experience demonstrating competence in each of thefollowing areas:

• Possess a minimum of three years experience in customer relationship management and experience in working successfully with a wide range and large number of people and/or organizations preferable in a technology setting.
• Possess a minimum of three years of handson experience within a relevant IT discipline such as computer networks application development network administration etc.
• Possess strong communication (verbal and written) and presentation skills including the ability to communicate effectively with technicians customers other IT managers and senior IT management.

Criminal background check: Asatisfactory fingerprint based criminal background check administered by theDelaware State Police is required as a Condition of Hire.

All applicants must be legally authorized to work in theUnited States. DTI participates in the Federal EVerify system where we willprovide the federal government with each Executive Branch new hires Form I9information to confirm that you are authorized to work in the U.S.For more information visit our Job Seeker Resource webpage.

DTI does not provideemploymentbased sponsorship.

DTIs Benefits to Include:

• Group Health Plan Dental Plan Vision Plan Prescription Flexible Spending (Health and Dependent Care) Long & Short TermDisability Insurance Group Universal Life Insurance Accident & Critical Illness Insurance Health Management Programs.
• 21 paid vacation days 15 paid sick days 13 paid holidays Up to 12 weeks paid Parental Leave.
• Tuition reimbursement up to $4000 annually.
• State funded learning opportunities mentor programs and professional development opportunities.
• Employee Assistance Program: Access to support services such as Professional Counseling Services Legal Services Financial Services.
• Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.

To learn more about the States comprehensivebenefit package please visit our website atDelawareState Employee Benefits

The application and supplemental questionnaire are evaluated basedupon a rating of your education training and experience as they relate to thejob requirements of the position. It is essential that you provide complete andaccurate information on your application and the supplemental questionnaire toinclude dates of employment job title and job duties. For education andtraining list name of educational provider training course titles and summaryof course information supplied in response to the questionsmust be supported by the information supplied on the application including youremployment education and training history as it relates to the jobrequirements.

Once you have submitted yourapplication online all future correspondence related to your application willbe sent via email. Please keep your contact information current. You mayalso view all correspondence sent to you by the State of Delaware in the MyApplications tab at

Accommodations are available forapplicants with disabilities in all phases of the application and employmentprocess. TDD users may request an auxiliary aid or service by calling (800)or by visiting. You may also call (302)or emailfor additional applicant servicessupport.

The State of Delaware is an EqualOpportunity employer and values a diverse workforce. We strongly encourage andseek out a workforce representative of Delaware including race colorreligion age sex national origin disability status genetics protectedveteran status sexual orientation gender identity or expression.

Ongoing applicationreview