Full Scope Poly)

Unison•Columbia, MD

2d•$110,000 - $130,000•Onsite

About The Position

Unison is seeking a hands-on, customer-facing Customer Support Consultant to join a team supporting its COTS-based procurement and grants management solutions for the federal government. The role focuses on analyzing, troubleshooting, and resolving customer issues; managing tickets; and coordinating with technical and functional teams, government users, and stakeholder teams to address outstanding issues and communicate workarounds and resolutions. The position also supports configuration management and deployment activities, and involves developing test scripts and conducting front-end testing. The role is based in Columbia, Maryland, requires a TS/SCI clearance with Full Scope Polygraph, and requires availability from 8:00 a.m. to 4:00 p.m. Eastern Time. The position requires commuting to multiple work facilities and working side by side with coworkers. The hiring process includes an in-person meeting, typically the final interview; travel and accommodations will be provided.

Requirements

At least 3 years of experience in a government-facing functional, customer service, or help desk role.
Ability to work from 8:00 a.m. to 4:00 p.m. Eastern Time.
Experience using Microsoft Office Suite desktop applications, specifically Microsoft Word and Microsoft Excel.
Exceptional written and verbal communication skills.
Self-starter, quick learner, and team player.
TS/SCI clearance with Full Scope Polygraph is required.
Candidates may need to meet eligibility requirements for access to classified information, including U.S. citizenship.
Ability to commute to multiple work facilities, remain stationary for periods of time, communicate with coworkers, and work side by side with them.

Nice To Haves

Experience generating and analyzing reports.
Experience in configuration management.
Experience developing and/or reviewing functional system documentation, including requirements, design, and training documents.

Responsibilities

Analyze, troubleshoot, and resolve issues.
Triage and remediate tickets.
Communicate with technical and functional teams to remediate issues.
Communicate with government users and stakeholder teams about tickets, outstanding issues, workarounds, and resolutions.
Support the configuration management process.
Provide functional support for deployment activities.
Develop test scripts and conduct front-end testing.