Customer Platforms & Operations, NatSec & Defense (NSD) Builders
About The Position
The Platform Support & Operations TPM drives operational excellence across enterprise market initiatives by providing responsive platform support, streamlining access management, and maintaining effective project prioritization systems. This role serves as the primary support interface for internal customers while systematically improving platform operations and user experience. Working within the US NSD Technical Program Management team, this position embodies our mission to anticipate and deliver technology solutions that enable customer success through proactive planning, collaborative building, reliable delivery, and continuous improvement. The successful candidate will transform business needs into effective solutions while partnering closely with engineering teams and maintaining deep engagement with users. This position requires that the candidate selected be a US Citizen and obtain and maintain an active TS/SCI security clearance with polygraph.
Requirements
- 3+ years of technical product or program management experience
- 2+ years of software development experience
- 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
Nice To Haves
- 5+ years of experience in technical support, platform administration, or similar customer-facing technical role
- IT security and access management experience, including user provisioning, audit processes, and compliance frameworks
- Strong technical writing and documentation skills with experience creating knowledge bases, training materials, or process documentation in wiki-style platforms
- Experience with data analytics and reporting tools (Tableau, Power BI, SQL queries) and ability to analyze support metrics and KPIs to identify trends and improvement opportunities
- Basic scripting or coding skills (Python, JavaScript, or automation tools) for creating workflow improvements and streamlining repetitive platform administration tasks
Responsibilities
- Platform Support Leadership - Monitor and respond to the platform support channel, providing first-line technical support to internal customers
- Conduct initial troubleshooting of system issues and create tickets for development team escalation when necessary
- Identify, document, and analyze recurring issue patterns to develop systematic solutions
- Track and analyze support metrics to drive continuous improvement initiatives
- Create and maintain comprehensive wiki documentation and knowledge base resources
- Access Management & Security Compliance - Own and execute user access audits for CRM and analytics platforms
- Interface with CRM Admin team within the development organization to streamline access management processes
- Maintain security compliance standards while reducing access complexity
- Propose and implement access workflow improvements to accelerate provisioning timelines
- Track and resolve access-related patterns and bottlenecks
- Project Prioritization & Communication - Own, maintain, and communicate the enterprise market-wide project priority and tracking mechanism
- Ensure clear visibility and scheduling of strategic initiatives across the organization
- Collaborate with cross-functional teams including Sales, Sales Operations, Contract Management Office, Regional Marketing, and Billing
- Develop self-service guidance resources and training materials for end users
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
