Contract Writing System Functional Service Desk Agent - Clearance Required

Accountabilities: Provide Tier 2 functional support for a Department of Defense contract writing system by investigating, diagnosing, and resolving complex functional incidents and service requests.

Manage ticket intake, prioritization, categorization, and ownership within an enterprise IT service management platform while ensuring compliance with established service level objectives.

Apply deep knowledge of federal acquisition regulations, Army contracting processes, and contract writing system functionality to troubleshoot user issues and identify appropriate resolutions.

Distinguish between system defects and business process issues, leveraging knowledge bases and existing workarounds to resolve incidents efficiently.

Communicate directly with end users, providing clear guidance, proactive updates, and a high level of customer service throughout the support process.

Prepare comprehensive escalation packages for advanced technical support teams, documenting diagnostic findings, replication steps, and supporting evidence.

Support change management and defect resolution by identifying enhancement opportunities and coordinating with development and release teams.

Create, maintain, and review knowledge base articles and training materials to improve self-service resources and reduce recurring support requests.

Analyze incident trends, contribute to root cause analysis, and support continual service improvement initiatives aligned with ITIL best practices.

Collaborate with internal teams and program stakeholders to communicate service impacts, support project deliverables, and strengthen operational performance.

Requirements

Bachelor's degree with at least 5 years of experience in federal government contracting, acquisition, or program management; alternatively, 9+ years of relevant professional experience.

Active U.S. DoD Secret Security Clearance and U.S. citizenship are required.

Strong expertise in the Department of Defense contracting lifecycle, including the Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS).

DAWIA, DAU, NCMA, FAC, or another recognized federal contracting certification.

Excellent analytical, troubleshooting, root cause analysis, organizational, and time management skills.

Outstanding written and verbal communication abilities with a strong customer-focused approach.

Ability to collaborate effectively within cross-functional and matrixed environments.

ITIL Foundation certification or the ability to obtain certification within six months of hire.

Experience with contract action reporting, enterprise service management platforms such as ServiceNow, and knowledge management practices is highly desirable.

Previous experience as a warranted Contracting Officer, Contract Writing System administrator, or functional service desk professional supporting DoD acquisition systems is considered a strong advantage.

CompTIA Security+ certification is a plus.

Benefits

Fully remote position within the United States.

Competitive salary ranging from $105,000 to $140,000 , based on experience, qualifications, location, and security clearance.

Comprehensive full-time employee benefits package.

Opportunity to support mission-critical federal acquisition programs.

Collaborative, technology-driven work environment focused on innovation and continuous improvement.

Professional development opportunities, including certification support and ongoing technical training.

Exposure to enterprise-scale government technology platforms and cross-functional collaboration.

Career growth opportunities within a leading provider of government technology and consulting services.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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