Remote DoD ACWS Service Desk Analyst

Embedded Shishya; United States; Remote; USD 90,000 - 141,000; Full time

Job summary

LMI is seeking a Functional Service Desk Agent with DoD contracting experience to support the Army Contract Writing System (ACWS) as part of the Tier 2 Functional Service Desk. This role requires an active Secret Clearance and strong experience in federal contracting, ServiceNow AESMP, and ITIL practices.

The candidate will triage, diagnose, and resolve functional incidents, coordinate escalations, and contribute to knowledge content while maintaining SLA targets and customer communications.

Qualifications

• Bachelor's degree with 5+ years in Federal government contracting or 9+ years in related field.
• DAWIA/DAU/NCMA/FAC or equivalent contracting certification.
• Deep understanding of the DoD contracting lifecycle, FAR and DFARS.
• Ability to work in a matrix organization and communicate clearly.

Responsibilities

• Provide subject matter expertise in federal acquisition and contracting to investigate and resolve incidents and service requests.
• Triage tickets in AESMP/ServiceNow, set priorities by impact and urgency, and own tickets end-to-end.
• Maintain expert knowledge of ACWS functionality and DoD contracting processes; complete required training.
• Coordinate with Change and Defect Management and assist with ART intake and long-term ticket monitoring.
• Prepare and publish Knowledge Based Articles and Videos for agents and end users.

Skills

Federal contracting knowledge

Analytical thinking

Troubleshooting

Communication skills

DoD contracting lifecycle

Education

Bachelor's degree in IT/engineering or related field

DAWIA/DAU/NCMA/FAC or equivalent contracting certification

Active DoD Secret Clearance

Tools

ServiceNow

AESMP

Job description

LMI is seeking a Functional Service Desk Agent with DoD contracting experience to support the Army Contract Writing System (ACWS) as part of the Tier 2 Functional Service Desk. This role requires an active Secret Clearance and strong experience in federal contracting, ServiceNow AESMP, and ITIL practices.

The candidate will triage, diagnose, and resolve functional incidents, coordinate escalations, and contribute to knowledge content while maintaining SLA targets and customer communications.