DCSA Senior Customer Support Requirements Analyst

Forge Group, LLC; Virginia (MN); On-site; USD 85,000 - 120,000; Full time

Job summary

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 Directorate, serving as the liaison for customer requirements and IT capability requests.

This position is contingent on contract award and funding, offering opportunities to influence IT investments and improve customer support processes across multiple time zones.

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 with external and internal customers; track all points of customer engagement and address queries.
• Conduct GAP analysis and maintain knowledge of industry trends to inform Plans of Action and Milestones (POA&M) and implementation.
• Analyze business processes and identify solution alternatives; identify needs and report on customer feedback and product releases.
• Interact with IT developers, production teams, and process owners to enhance customer services and capability awareness.

Job description

Forge is a global solutions provider. We are a proud, certified woman-owned, service-disabled, veteran-owned small business (WOSB, SDVOSB) ignited to redefine the traditional GovCon mold, deliver innovations, and elevate collective impact. We are known as international problem fixers who only pursue work where we can truly make a difference. We are deeply integrated members of trusted client communities, energized and honored to be partners in questioning and solving human challenges worldwide.

Forge strikes a precise balance between empowering autonomy and emphasizing the necessity of belonging to a connected network of people and initiatives. It's led to a new echelon of collective excellence- one that continues to lead to monumental growth - and built a dream team of top-tier, collaborative, 'get-it-done' experts.

Our culture is everything. People come first. Our culture is built around a diverse group of employees empowered to think in different directions, a leadership team that trusts employees to lean in to unique greatness, and an operations team that deploys programs to support employee well-being and growth - both personally and professionally. We treat Forge like a co-op, where staff input drives corporate action.

With a 93% retention rate, it's evident that once we hire great people, we keep them. We're rated #2 Best Medium Business in all of Virginia, and we are a multi-year, multi-award winner of the Fortune® Magazine Best Workplaces in Consulting & Professional Services™, Best Medium Workplaces™, and Best Workplaces for Parents™. Based on employee feedback and independent analysis, we have been certified as a Great Place to Work™ for six consecutive years. In addition to recognition for top workplace culture, our growth earned us a spot on the 2024 and 2025 Inc. Magazine 5000 List of the Fastest-Growing Companies in America, and the Women Presidents Organization (WPO) and J.P. Morgan Chase named us one of the 50 Fastest-Growing Women-Owned/Led Companies nationally. But most importantly, we're proud to be a company that puts people first.

The future of Forge is exciting and evolving - as capability and community remain the battle rhythm sustaining transformative success. We're searching for those who want to work hard, play hard, give back, and enjoy life. If this resonates with you, then come make a difference at Forge.

Requirement

DCSA Senior Customer Support Requirements Analyst

Job Description

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.

Key Responsibilities

Key responsibilities of the candidate will be (but aren't limited to):

• The Senior Customer Support Requirements Analyst shall support requirements analysis for Enterprise Operations (EO) and Customer Support (CS), providing technical expertise, tracking, and recommendations to the Customer Support Office. SPECIFIC TASKS:
• 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