Functional Service Desk Agent – Clearance Required
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Job Description
Functional Service Desk Agent supporting LMI’s Army Contract Writing System for federal agencies. Troubleshooting contracting incidents, managing service tickets, and escalating defects.
Responsibilities:
- Provide subject matter expertise in federal acquisition and contracting to investigate, diagnose, and resolve functional incidents and service requests
- Perform ticket triage within AESMP/ServiceNow, including priority validation, categorization, tagging, routing, and ticket ownership
- Maintain expert-level knowledge of ACWS functionality, Army contracting business processes, and troubleshooting techniques
- Complete required AESMP and program training
- Troubleshoot FPDS contract action reporting, including CAR submission and validation errors
- Manage assigned tickets to meet Service Level Objective targets and document troubleshooting, communications, and resolutions
- Determine whether reported behavior is a system issue or business-process issue and research known issues, defects, and workarounds
- Communicate directly with end users and provide clear guidance and regular status updates
- Prepare escalation packages for the Tier 3 System Integrator and conduct warm handoffs where appropriate
- Support Change and Defect Management, Agile Release Train intake, and monitoring of tickets awaiting code changes
- Author, edit, and review Knowledge Based Articles and Knowledge Based Videos in AESMP
- Analyze incident trends and issue clusters for Problem Management, root cause analysis, and continual service improvement
- Support the ITIL service model framework for the contracting community
- Communicate incident status and business impact to stakeholders and leadership
- Participate in developing, reviewing, and delivering project artifacts and deliverables
Requirements:
- Active Secret Clearance
- Bachelor’s degree with 5+ years of experience in Federal government contracting and/or program management office, or 9+ years of work experience in a related field
- DAWIA, DAU, NCMA, FAC, or other relevant certification in contracting
- Deep understanding of the DoD contracting lifecycle, the FAR, and the DFARS
- Advanced understanding of the contracting user community
- Ability to develop targeted communications and knowledge content
- Ability to work cohesively in a team-oriented matrix organization environment
- Excellent verbal and written communication skills
- Ability to effectively collaborate with internal and external customers
- Demonstrated analytical and problem-solving acumen, including structured troubleshooting and root cause analysis
- Excellent organization and time management skills
- ITIL Foundation certification or ability to obtain certification within 6 months of hire
- Active DoD Secret Clearance and U.S. Citizenship
- Desired: 5+ years of warranted contracting officer experience
- Desired: Prior experience as an Organizational Administrator, System Administrator, or privileged-user role of ACWS or another DoD contract writing system
- Desired: 2+ years of experience in a tiered service desk, help desk, or application functional support role using an enterprise IT service management platform
- Desired: Experience developing and maintaining knowledge base content
- Desired: CompTIA Security+ certification
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