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Customer Experience Manager

Administrator V

Recruitment #23-003184-0001


The Department of Information Technology provides vital technology solutions to the Executive Branch State Agencies and Coordinating Offices to provide Marylanders with services that enable them to live and work more safely, efficiently and productively.​ 




Dept. of Information Technology
100 Community Place
Crownsville, MD  21032

Main Purpose of Job

The Customer Experience Manager is responsible for supporting the Department of Information Technology’s (DoIT) Intake Process to maintain the business relationships between DoIT Service Delivery teams and Units of State Government Assigned (USGA) teams to promote successful mission outcomes.

The Customer Experience Manager distributes information to the USGA regarding DoIT processes and services, triaging requests from the USGA, and acting as a liaison between the Portfolio Office and the DoIT Operations and Project Management Office (PMO) teams. 

The Customer Experience Manager functions as the primary administrative point of contact for the DoIT Intake Process to include the management of the ServiceNow Special Request Intake queue and the facilitation of the Intake Steering Committee meeting. In addition, the Customer Experience Manager functions as the primary administrative point of contact for IT procurements submitted for DoIT review by USGAs, and as a liaison to the DGS Office of State Procurement. 


Performs a supporting role in maintaining the relationships with clients and key personnel within USGA.

Conducts follow-up activities with appropriate DoIT resources regarding opportunities for further improvement of USGA services brought to DoIT through the Portfolio Office.

Supplements the Portfolio Office in ensuring USGA are fully informed of the services available and received from DoIT, and their associated costs.

If areas of concern are brought by the USGA to the Customer Experience Manager’s attention, escalates these concerns to the Portfolio Office. 

Updates documentation as required by USGA and DoIT protocol.

Liaises with  DoIT  Contract Staff to oversee and finalize scope statements and pricing prior to submission to USGA through the Portfolio Office.

Facilitates the electronic signature process for agreements between USGAs and DoIT to ensure completion in an accurate and timely manner. 

Manages the Special Request Intake queue through ServiceNow. 

Reviews special request intake tickets for the weekly intake committee meeting.  Determines where the ticket needs to go and which departments within DoIT need to review.  Touches all special request intake tickets throughout the ticket life cycle.

Reviews IT Procurement intake tickets in order to ensure efficient, accurate and timely processing. Determines where the ticket needs to go and which departments within DoIT need to review.

 Acts as the representative of the Intake Process in meetings with Office of State Procurement personnel as needed.

Coordinates and conducts  a weekly meeting with the Portfolio Officers to review and vet Special Request Intake tickets submitted by USGA.

Coordinates and conducts a weekly meeting with DoIT’s Assistant Secretary of Infrastructure to review hardware and network equipment special request tickets.

Coordinates and conducts a weekly meeting with the DoIT Director of Contract Management to review IT procurement items submitted by USGA.

Coordinates and conducts a weekly meeting with the DoIT Senior Leadership team to review, triage and approve Special Request Intake tickets.


Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Six years of administrative staff or professional work.


1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for five years of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.


Preference will be given to applicants who possess the following preferred qualification(s).

Five (5) years' experience, working with and understanding the operations of various Maryland State Agencies.

Five (5) years' experience, working in a role focused on the development and maintenance of customer relationships. 


Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.


Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.


The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.



Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

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