Customer Engagement Specialist

Looking for a rewarding career in the fast-paced technology industry? Look no further!

The Department of Technology & Information (DTI) is Delaware’s 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 DTI’s Website at https://dti.delaware.gov/

DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

The Customer Engagement Specialist (CES) is responsible for business relationships with DTI customers and providing support to the State’s business organizations through the transformational processes involving change through major project implementations. The CES serves as an agent of change and supporter for both DTI and the customer, using influence to facilitate the various transactions between the parties.

Principal responsibilities 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 “as-is” business operation and processes and to define the “to-be” state based upon business requirements and best practices.
• Recommending solutions that improve business process performance for the customer and align with DTI’s 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 customer’s interests within DTI, including service level management, business case processes, project oversight, change scheduling, incident handling, service issue escalation, and various other functions.
• Representing DTI’s 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 DTI’s 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.

The CES is part of the Customer Engagement Team, understands technology and possesses a track record of demonstrated technical experience and expertise. More importantly, the CES knows how to apply this knowledge to a customer’s business goals and translate technical terms and processes in a manner that will continually increase the end-user confidence in the new system and sustain the integrity of the project

The CES will have high expectations of accomplishments, proficient strategic business and industry knowledge, ambition, talent, and interpersonal skills. Based upon important DTI customer relationships, this position must represent the highest degree of professionalism and display a genuine interest in assisting customers in finding the appropriate business solution(s) through implementation of the solution.

Selective Requirements must be met in addition to the job requirements.  Applicants who do not possess the selective requirement will not be qualified.

• Applicant must possess a high school diploma or GED.

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met. 

• Possess a bachelor’s degree in Business Administration, Communications, Information Systems, Public Administration or a related field.

Job Requirements for Customer Engagement Specialist

Applicants must have education, training and/or experience demonstrating competence in each of the following 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 hands-on 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: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire.

All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S.  For more information visit our Job Seeker Resource web page.

DTI does not provide employment-based sponsorship.

DTI’s Benefits to Include:

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care), Long & Short Term Disability 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 $4,000 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 State’s comprehensive benefit package please visit our website at Delaware State Employee Benefits 

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at https://statejobs.delaware.gov/

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  TDD users may request an auxiliary aid or service by calling (800) 232-5470 or by visiting delawarerelay.com.  You may also call (302) 739-5458 or email DHR_ADAConcerns@delaware.gov for additional applicant services support.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression. 

Ongoing application review