The Senior IT Business Partner serves as the strategic technology liaison for Customer Support business teams. The role aligns business priorities with IT roadmaps, shapes digital and AI-enabled opportunities, and helps deliver secure, scalable solutions that improve customer experience, support productivity, operational performance, and business value.
ResponsibilitiesKey Responsibilities
- Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
- Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
- Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
- Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
- Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
- Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
- Track KPIs, service health, adoption, risks, and business outcomes; escalate issues and drive continuous improvement across IT-enabled support services.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
- Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
- Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
- Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
- Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.
Preferred Qualifications
- Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
- Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
- Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.
AI Knowledge
- Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
- Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
- Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.
Success Measures
- Business stakeholder satisfaction and quality of IT partnership.
- Improved customer and agent experience through technology-enabled support capabilities.
- Adoption and business value realization from digital, automation, and AI-enabled solutions.
- Improved service health, operational efficiency, compliance alignment, and roadmap execution.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience
- Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery
- Strong understanding of customer support operations, service management, and business process improvement
- Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes
- Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills
- Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts
- Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms
- Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices
- Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders
The Aerospace Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about The Aerospace Corporation and has not been reviewed or approved by The Aerospace Corporation.
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Retirement Support — The 401(k) plan provides a company‑paid contribution of 8–12% based on years of service with immediate eligibility and vesting, and eligible employees can access retiree medical benefits.
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Leave & Time Off Breadth — Paid time off includes 15 vacation days (rising to 20 after five years), nine paid holidays, and unlimited sick time for exempt employees with accruals for non‑exempt staff.
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Flexible Benefits — Flexible work models include a 9/80 schedule with alternating Fridays off, supported by backup care services, an EAP, relocation assistance, and home‑office stipends where applicable.
The Aerospace Corporation Insights
What We Do
The space enterprise has been transformed by rapid change and growth. New vehicles for national security space, a more rapid launch cadence, proliferated satellite constellations, the pursuit of interplanetary exploration, and thriving commercial ventures are changing the nature of the space industry. The Aerospace Corporation (Aerospace) is a leading architect for U.S. space programs, shaping efforts to outpace threats to our national security while cultivating the technologies needed to further this new era of space commercialization and exploration. Aerospace works across the space enterprise in service of the public interest. In addition to supporting the Department of Defense and the Intelligence Community, our customers include NASA, NOAA, numerous federal agencies, and commercial space — all of whom benefit from our deep technical knowledge. We only pursue business related to the space mission and complementary fields, operating as the nation’s trusted partner to solve the toughest challenges and develop reliable and innovative technologies. Innovation in space occurs when people have the freedom to imagine and do. At Aerospace, we take pride in our readiness to solve some of the most complex challenges in the space enterprise.
Why Work With Us
We are a non-profit corporation chartered by the government to work on the hardest problems in space. We employ technical experts in every discipline of space-related science and engineering who touch every part of the US space program. Come join us as we make an impact bigger than ourselves.
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