DCSA Senior Customer Support Requirements Analyst

Forge Group, LLC•, VA

5d•$110,000 - $120,000•Hybrid

About The Position

Forge is seeking a full-time Project Specialist / Senior Customer Support Requirements Analyst assigned to the Defense Counterintelligence and Security Agency (DCSA) in support of the Acquisition and Technology (AT) Directorate - serving as the liaison for customer requirements, business process reengineering, IT capability requests, and system requirements specification and analysis. This position is contingent on the award of the contract and the grant of funding.

Requirements

The Candidate must have the ability to think strategically, act tactically, and display strong analytical and critical thinking skills.
They must also build strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail.
The Candidate must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities.
US Citizen
Bachelor's degree or higher; OR a minimum of eight (8) years of experience in customer-facing support, requirements analysis, or operational analysis. Academic degree requirements may be satisfied through additional relevant professional experience at a rate of four (4) years of experience for each degree level not attained.
Demonstrated technical writing skills and experience supporting business or IT process improvement.
Ten (10) or more years of professional experience is expected at the Senior level.
Experience conducting GAP analysis and developing Plans of Action and Milestones (POA&Ms).
Experience authoring system requirements specifications and supporting User Acceptance Testing.
Experience tracking and reporting customer satisfaction and service delivery metrics.
Superior time management, organization, and prioritization skills.
Competency in working autonomously.
Demonstrated competency in technical writing and business strategy.
Competency in Lean Six Sigma / SCRUM team leadership and/or DAWIA Program and Procurement Management, and in Project Management and/or Procurement methodologies.
Working knowledge of the Federal Acquisition Regulation (FAR), Defense Federal Acquisition Regulation Supplement (DFARS), Cost Accounting Standards (CAS), and other applicable Federal regulations and Department of Defense policies.
Ability to read, write, and speak English fluently.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.

Nice To Haves

Familiarity with Lean, Agile, or similar methodologies (preferred per PWS 5.1.1.c).
Prior experience supporting DCSA, a DoD Agency, or an Intelligence Community customer.
Experience with user journey mapping and service level agreement (SLA) development.
Experience supporting an IT service desk or Tier 1 support function in a Federal environment.
ITIL Foundation certification.
Experience supporting Program Management Reviews and Federal governance boards.

Responsibilities

Serve as the liaison for customer requirements, business process reengineering, information technology capability requests, system requirements specifications and analysis, and other initial planning activities of IT investments.
Provide first-tier customer support in the administration of contracts; communicate and collaborate proactively and politely with external and internal customers; track all points of customer engagement, address customer queries, and identify ways to improve customer support processes.
Conduct GAP analysis and maintain current knowledge of industry trends and technologies to inform development of Plans of Action and Milestones (POA&M) and implementation.
Analyze business processes and identify relevant solution alternatives. Identify customer needs and take proactive steps to maintain positive experiences through the collection, analysis, and reporting of customer feedback on product ranges and new releases; prepare briefing reports.
Participate in IT working groups and other technical forums, ensuring agency decisions, guidance, laws, regulations, and policies are met while supporting project objectives.
Provide guidance relevant to IT support level agreements and group and departmental standards to ensure stable and scalable user journey mapping. Interact with key users regularly and track user engagement metrics regarding system capabilities.
Brief customers about new product features and functionalities, and align customer support strategies with AT initiatives.
Support coordination of application and infrastructure projects and resources with business project leads, key champions, and users across multiple time zones. Collaborate with IT developers, production teams, and process owners to enhance customer services and capability awareness.
Support or lead integration, AT User Acceptance Testing, communications, and training/rollout.
Provide technical and analytical support for AT governance activities, ensuring mission requirements are accurately represented in Program Management Reviews (PMRs), DCSA boards, and associated working groups.
Monitor and analyze user experience metrics, including customer satisfaction and service delivery timelines, to identify performance trends. Compile these metrics into a weekly User Experience Metrics Tracker with recommended service optimizations, delivered in accordance with PWS Table 7.2.
Hold and maintain an active DoD SECRET security clearance based on a favorably adjudicated T3 or T3R investigation. A Top Secret clearance (T5/T5R) may be required for select positions.
Be granted approval to obtain a DCSA physical access badge and access to DCSA information systems.
Complete all Government-mandated annual training, including Operational Security, Security Awareness, Subversion and Espionage, Ethics, and Prevention of Sexual Harassment.
Use a government or official company e-mail for all official U.S. government business. Personal, private, or commercial e-mail accounts shall NOT be used.
Comply with 32 CFR Part 117.12 (NISPOM) security training and briefing requirements.

Benefits

Complete Flextime
401k With Employer Matching
Healthcare, Including Medical, Dental, and Vision
Health Savings Account (HSA) And Pre-Tax Premium Options
Supplementary healthcare and family support
Extended Short-Term Disability and Long-Term Disability
Healthcare Insurance Deductible Paydown
Health and Wellness Programs
Tuition Reimbursement, Student Loan Repayment, and Education & Training Stipends
Cell Phone / Internet Stipends
College Saving Plans with Employer Contributions
Alternative Work Locations and Tele-Commuting
Employee Referral Awards
Retention, Signing & Performance Bonuses
Commuter Benefits
Paid Sabbatical