• Assist with ITSP Operations and Modernization Conferences and Meetings necessary for executing the ITSP mission and engaging with the I&S stakeholder community.
• Provide on-site and remote help desk support for technical and subject matter assistance to internal and external JASM users. This involves answering calls, logging tickets, account activations, and providing basic hardware/software assistance.
• Assist the Government with customer support by responding to basic level (Tier 1) and subject matter level (Tier 2) inquiries from end-users as well as documenting those inquiries and subsequent comments or resolutions in the form of tickets.
• Assist the Government with tracking bugs and enhancements that are escalated to Tier 3 and follow-up actions with end-users.
• Generate a weekly helpdesk performance
• Create new and update existing end-user documentation consisting of User Guides/Process Guides per module and/or privilege/role, Frequently Asked Questions (FAQs), Standard Operating Procedures (SOPs), and any other documentation identified by the Government as guidance for the JASM end-user.
• Provide recommendations on current operations and formulate new processes, procedures, and tools to support standards selection and usage, and interoperability.
• Identify and develop anticipated training or learning materials related to JASM updates and/or business process changes
• Participate in technical meetings and recommend enhancements to the processes and software tools and activities associated with them.
• Willing to learn and become the expert on program specific tools and assist users in creating and modifying to meet user specific needs.

• Must be able to obtain ITIL v.4 Certification
• Must be able to obtain PEGA certification
• Must be able to work independently and manage multiple tasks at one time.
• Must be detail oriented and highly organized, able to manage priorities to meet deadlines.
• Effective proofing and quality assurance capabilities to include excellent spelling and grammar and familiarity with military correspondence and competency-specific document formats/templates.
• Proficiency in Microsoft Word, Excel, PowerPoint and Project.
• Proficiency in Adobe Acrobat (forms, signatures).

• Minimum of 3 years experience in a combination of IT Management, Business Management or IT Standards.

• Bachelor’s Degree in Business, Information Technology or Computer Science.

• Active Secret Level Clearance

• Have the ability to lift up to 25 pounds.
• Have the ability to sit for long periods of time.

• Medical, vision, and dental insurance
• Life and disability insurance
• 401(k)
• Paid Holidays
• Professional development and tuition reimbursement programs
• Paid time off
• HSA, FSA, Employee Assistance Program (EAP) and AD&D, Accident, Hospital, and Critical Illness Insurances.
• Monthly team building events
• Professional growth opportunities
• Performance awards

Department: Open Positions