ePS Senior Consultant (Contracting Officer Experience Preferred)

Navaide • Washington, DC

5d

About The Position

At Navaide, we exist to empower organizations to evolve and adapt in a rapidly changing world. By combining human ingenuity with transformative technology, we develop innovative solutions that drive progress for the people and systems that strengthen our nation. Our mission is rooted in agility, scalability, and a commitment to exceeding expectations, ensuring impactful results for our clients and communities.
How You Will Make an Impact:
You will play a critical role in advancing Navaide’s mission of driving transformational change for our clients. Your work will directly contribute to improving the efficiency, security, and innovation of systems that matter most to our nation.
Tier 2 Functional Support, User Administration & Operations
Provide comprehensive Tier 2 functional and administrative support for SSP Navy ePS operations during standard business hours (0900–1700 EST), ensuring system integrity, user compliance, and operational efficiency.
Incident & End User Support
Analyze, troubleshoot, and resolve incidents related to business processes, system functionality, interfaces, and data integrity.
Engage end users to gather requirements, provide resolution guidance, and conduct weekly office hours support.
Document issue analysis, resolution steps, and outcomes in NESD.
Identify and coordinate Tier 3 escalations in accordance with established procedures.
Perform Tier 2 Site Administrator functions in compliance with Navy ePS access control and Segregation of Duties (SoD) policies.
User Access & Account Management
Execute full user access lifecycle management, including provisioning, role assignment, modification, inactivation, and compliance monitoring.
Validate personnel data and ensure adherence to DoD/Navy security requirements prior to account activation.
Track and communicate access provisioning timelines and account status changes.
Maintain role alignment with SoD requirements and support audit data calls related to user accounts and role utilization.
Warrant & Compliance Management
Coordinate collection and validation of warrant documentation.
Ensure completeness and proper formatting of warrant files.
Upload and route documentation for Service Desk Lead approval within Navy ePS.
Interface & Integration Support
Provide Tier 2 functional support for system integrations, including Navy ERP, FPDS-NG, AMS, PIEE, and beta.SAM.gov.
Document, communicate, and escalate interface-related issues as required.
Knowledge, Change & Release Management
Serve as liaison between SSP end users, PMO, and stakeholders for Navy ePS business processes.
Develop and distribute enterprise communications, desk guides, SOPs, business rules, and user handbooks.
Support change management activities for system releases and upgrades.
Participate in testing, validate business process impacts, and document post-release functional issues.
Conduct quarterly analysis of recurring issues to enhance knowledge artifacts and reduce repeat incidents.
Reporting & Performance Metrics
Develop and maintain Tier 2 Service Desk performance reporting and analytics using NESD data in Microsoft Excel.
Monitor ticket volumes, resolution timelines, escalation trends, and operational performance metrics to drive continuous improvement.

Requirements

• Minimum 5+ years of experience providing Tier 2 incident management and end user support within enterprise systems environments.
• Navy ePS advanced knowledge.
• Proven ability to analyze, troubleshoot, and resolve system, business process, interface, and data integrity issues, including coordination of Tier 3 escalations.
• Experience performing Site Administrator and user access lifecycle management functions, including provisioning, role assignment, modification, deactivation, and compliance monitoring in accordance with access control and Segregation of Duties (SoD) policies.
• Working knowledge of DoD/Navy security requirements, audit support, warrant documentation validation, and compliance tracking.
• Experience supporting enterprise system integrations and interfaces (e.g., ERP and external government systems).
• Ability to support change and release management activities, including testing participation, business impact validation, and post-release issue documentation.
• Strong documentation and communication skills, including development of SOPs, desk guides, business rules, and user communications.
• Experience using IT service management tools (e.g., NESD or similar) and developing performance reporting and analytics in Microsoft Excel to track ticket volumes, SLAs, trends, and operational metrics.
• Demonstrated ability to conduct recurring issue analysis and continuous process improvement while serving as liaison between end users, PMO, and stakeholders.
• Candidates must possess, or be eligible to receive, US DoD/DoW Security Clearance.

Responsibilities

• Provide comprehensive Tier 2 functional and administrative support for SSP Navy ePS operations during standard business hours (0900–1700 EST), ensuring system integrity, user compliance, and operational efficiency.
• Analyze, troubleshoot, and resolve incidents related to business processes, system functionality, interfaces, and data integrity.
• Engage end users to gather requirements, provide resolution guidance, and conduct weekly office hours support.
• Document issue analysis, resolution steps, and outcomes in NESD.
• Identify and coordinate Tier 3 escalations in accordance with established procedures.
• Perform Tier 2 Site Administrator functions in compliance with Navy ePS access control and Segregation of Duties (SoD) policies.
• Execute full user access lifecycle management, including provisioning, role assignment, modification, inactivation, and compliance monitoring.
• Validate personnel data and ensure adherence to DoD/Navy security requirements prior to account activation.
• Track and communicate access provisioning timelines and account status changes.
• Maintain role alignment with SoD requirements and support audit data calls related to user accounts and role utilization.
• Coordinate collection and validation of warrant documentation.
• Ensure completeness and proper formatting of warrant files.
• Upload and route documentation for Service Desk Lead approval within Navy ePS.
• Provide Tier 2 functional support for system integrations, including Navy ERP, FPDS-NG, AMS, PIEE, and beta.SAM.gov.
• Document, communicate, and escalate interface-related issues as required.
• Serve as liaison between SSP end users, PMO, and stakeholders for Navy ePS business processes.
• Develop and distribute enterprise communications, desk guides, SOPs, business rules, and user handbooks.
• Support change management activities for system releases and upgrades.
• Participate in testing, validate business process impacts, and document post-release functional issues.
• Conduct quarterly analysis of recurring issues to enhance knowledge artifacts and reduce repeat incidents.
• Develop and maintain Tier 2 Service Desk performance reporting and analytics using NESD data in Microsoft Excel.
• Monitor ticket volumes, resolution timelines, escalation trends, and operational performance metrics to drive continuous improvement.

Benefits

• Competitive compensation and comprehensive benefits, including medical, dental, and vision coverage
• Flexible time off
• Professional development opportunities
• Company perks such as flex spending, wellness initiatives, etc.
• 401(K) matching

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed