Program Coordinator, Customer Engagement Associate

Title: Program Coordinator, Customer Engagement Associate

State Role Title: Info Technology Specialist I

Hiring Range: Up to $70,000

Pay Band: 4

Agency: VA Information Tech Agency

Location: VA Information Technologies

Agency Website: www.vita.virginia.gov

Recruitment Type: General Public - G

Job Duties

Calling all college graduates! Unlock your potential with the Virginia Information Technologies Agency (VITA) Associate Program!

The Virginia Information Technologies Agency (VITA) is excited to offer an exciting opportunity for recent college graduates to join our team as a Program Coordinator, Customer Engagement Associate. This role supports the Customer Experience Team and is part of our Associate Program designed to help you unlock your full potential.

The mission of VITA’s Customer Experience (CX) division is to ensure that customers have consistently positive interactions and perceptions at every touchpoint with VITA and our products and services. This involves understanding and meeting customer needs and expectations, fostering trust, and ultimately driving agency success through maximizing business value and minimizing risk.

The customer engagement program coordinator is key to the success of the CX division. This position will facilitate all customer engagement meetings and forums including, but not limited to, the CIO Advisory Council (CAC), Agency IT Resource (AITR), Relationship Management Committee (RMC), RMC Workgroups, and Customer Experience Officer’s (CXO) Corner.

Customer Engagement Meeting Coordination:

• Coordinate and facilitate all stakeholder engagement meetings, including but not limited to CAC, AITR, RMC, CXO Corner, RMC Workgroups, and other agency forums.
• Serve as the main point of contact for any queries, requests, or issues related to these meetings.
• Maintain accurate and updated meeting invitation lists for all meetings.

Meeting Preparation:
• Coordinate topics for discussion, ensuring relevance and timeliness.
• Coordinate the approval of all presentations to be showcased during meetings.
• Provide logistical support, such as arranging venues, coordinating with internal and external speakers, setting up video conferencing, or other technical needs.

Documenting and Reporting:
• Take detailed notes during meetings to ensure accurate capture of discussions and decisions.
• Track action items from meetings, ensuring timely follow-ups and completion.
• Generate and provide routine and ad hoc leadership reporting as requested.

Content Management:
• Responsible for updating and maintaining the department’s SharePoint site.
• Oversees updates and content management for related department and agency sites.

Departmental Administrative Support:
• Create and maintain departmental policies, processes, and procedures.
• May perform other departmental administrative tasks as assigned by supervisor.

At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services. Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.

Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!

Minimum Qualifications

Experience in meeting coordination or a related role.

Familiarity with IT terminology.

Experience with Microsoft 365 platform, including MS Teams, Outlook, Excel, PowerPoint and SharePoint.

Strong organizational skills and attention to detail.

Excellent communication skills, both written and verbal. Comfort level in external and internal communications among all levels, including senior leadership.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Ability to maintain a flexible schedule.

Additional Considerations

Previous experience in a governmental setting.

Prior experience in an IT service management environment. ITIL Foundations certification a plus.

Previous experience in a customer experience setting or voice of the customer program.

Demonstrated prior project coordination or project management experience.

Technical proficiency in presentation software and collaboration programs such as Teams and SharePoint.

Prio