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Apr
8
2016

CRM Role Changes and Contact Information

SITSD has recently moved its Customer Relationship Managers to a new role within SITSD under the technical Bureau Chiefs. Effective April 4, 2016 the Customer Relations Managers (CRMs), now referred to as Business Analysts, will begin reporting directly to the technology service providers (SITSD Bureau Chiefs).

The SITSD Bureau Chiefs will individually and collectively be taking a direct and formal role in communicating with our customers as they design and develop solutions that meet the needs of our customers. The Business Analysts will support that effort under the direction of the Bureau Chiefs.

The following are the roles and responsibilities of these positions:

  • Maintain a high level knowledge of all SITSD enterprise services
  • Maintain an in depth knowledge of the services for the bureau assigned
  • Review and understand assigned bureau budget, projects, etc
  • Work with agencies on bureau services as directed by the assigned Bureau Chief
  • Provide service price quotes and other service related information to customers as directed by the Bureau Chief
  • Maintain the Service Catalog items for the assigned bureau
  • Assist with the ITPR process
  • Coordinate multiple bureau requests and/or incidents as directed by the Bureau Chief

Other points of information involving this change:

  • Periodic meetings will be held with customers on Thursday mornings to provide the opportunity for direct communication with SITSD Bureau Chiefs, business analysts and technical staff
  • Pete Wiseman will be an available contact for SITSD customers if needed.  Ron and Lynne are also available to address any major projects or concerns
  • Agencies are encouraged to  appoint one or more persons to be incident and service coordinators for communications with SITSD
  • Agencies will submit requests for information, incidents, etc. via the Service Desk and the Service Desk will assign the case to the bureau for response
  • Monthly budget/actual reports that are currently sent to the CRMs will be posted to the service portal with the invoices for viewing
  • Requests, projects, or incidents that involve multiple bureaus will have one bureau taking the lead and the Business Analyst for that bureau will coordinate as directed by the Bureau Chief

Get the updated contact sheet HERE

Categories: SITSD News, 2016
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