Senior IT & Customer Relationship Specialist

Senior IT & Customer Relationship Specialist – NASA HQ & Goddard SFC

Be the Trusted Voice Between NASA's Mission and Its IT Services

MORI Associates is seeking an IT & Customer Relationship Specialist to serve as a primary IT point of contact and trusted advisor for customer organizations across NASA Headquarters (HQ) and Goddard Space Flight Center (GSFC). In this role, you'll be the bridge between the people who rely on NASA's IT systems every day and the teams who build and run them — ensuring technology truly serves the mission.

This isn't a back-office support role. You'll be a visible, valued partner to HQ and GSFC stakeholders, helping shape how IT services evolve to meet the Agency's needs.

• Serve as the primary liaison between HQ OCIO customers and the technical teams that support them
• 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 deep knowledge of customer organizations through profiles, personas, and ongoing relationship management
• Lead customer forums, outreach efforts, and web presence initiatives
• Track CRM actions, prepare performance reports, and drive continuous improvement
• Help customers navigate and adopt OCIO's self-service tools and capabilities
• Support delivery of the eMITS contract, ensuring terms and customer experience commitments are met

• Demonstrated experience in customer relationship management or customer service support, ideally in an IT environment
• Excellent written and verbal communication skills — comfortable across phone, email, chat, and face-to-face settings
• A proven ability to build and maintain strong working relationships with organizational partners
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, One Note, One Drive), SharePoint, and Power BI
• Experience logging and managing support tickets in an ITSM-based tracking system
• Education/experience combination:
  Bachelor's + 8 years, Associate's + 12 years, or High School Diploma + 16 years of relevant experience

• Prior experience supporting NASA or other federal IT environments
• Hands-on experience with Service Now or similar ITSM platforms
• ITIL-IV (or earlier) certification
• Familiarity with NASA OCIO processes and tools
• Strong analytical and organizational skills, with the ability to work independently and as part of a team

At MORI, you'll join a team supporting one of the most mission-driven organizations in the world. This role offers the chance to make a tangible, daily impact on how NASA's people connect with the technology that powers space exploration — all while building your career in federal IT services. Comprehensive benefits package including tuition assistance, and a 401K plan with company matched funds is provided.

Salary Range is: $75K to $89K. This is an onsite position at NASA Headquarters in Washington, D.C. MORI is an EEO/AA/Disability/Vets Employer and complies with E-Verify.