IT Specialist - Customer Support
The individual will be a member of the Acquisition Support Center team working on a performance-based contract to provide technical and functional support services to the acquisition community of a major US intelligence agency. The customers include direct employees of the agency as well as military service command representatives.
The individual will provide services that include technical and business process support services for end users, rendered through telephonic, electronic mail, web services, and in-person (or walk-in) contacts. The individual will be responsible for troubleshooting functional and technical application problems and escalating issues according to an established methodology, along with coordinating with business system owners and other functional organizations to identify and resolve technical and business process issues. Additionally the individual will be responsible for the administration of user accounts, upkeep and periodic review of user and organizational data and coordination with customer representatives to ensure current and accurate data.
The individual will also help prepare and maintain Training Aids and Guides, Quick Reference Guides, and online training materials based on routine assessment of customer calls/requests for assistance. Delivery of the support services requires a unique combination of interpersonal/communication skills, domain expertise (i.e., business process knowledge), and technical skills in the operation of complex software applications.
The successful candidate will have knowledge and experience in:
- Software applications used to support the Federal Government acquisition process (e.g., contract writing systems, contract management systems, procurements systems, and the like)
- The Federal Government’s planning, programming, and budgeting process or similar industry experience in financial planning and execution
- Business processes associated with the DoD acquisition lifecycle, as well as the guidelines mandated by the FAR and DFAR supplement
Minimum Position Requirements
A bachelor’s degree in Business Administration, Economics, Finance or related degree and a minimum of 2 years professional experience (5 years without a degree) which cover the knowledge and experience areas outlined above
Knowledge of Federal and DoD acquisition policy, practices and methods.
A minimum of one full year of hands-on experience with an enterprise-class application used in acquisition/procurement services, financial management and planning, or accounting operations
Strong oral and written communication skills, and the ability to effectively interact with customers in a virtual/remote manner
An active TS/SCI clearance
Highly Desirable Knowledge, Skills and Experiences include:
Knowledge or exposure to practices prescribed in the Information Technology Infrastructure Library (ITIL)
Prior experience in operational/technical support of an ERP (i.e., CACI Comprizon, Oracle Financials, PeopleSoft, SAP, JDEdwards)
Ability to develop and sustain relationships with Government leaders and executives, peer business representatives, and team members
- The work schedule is based upon a normal business week with regular hours scheduled between 0700 to 1730 with periodic surge periods throughout the year
- The work location is in the Northern Virginia area.