Remote DoD Contracting Service Desk Specialist

LMI Consulting, LLC; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

LMI is hiring a Contract Writing System 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. Active Secret clearance required.

US-Remote work option available with salary in a broad range appropriate for federal contracting roles. Responsibilities include incident triage, knowledge content creation, and coordination with the Agile Release Train.

Qualifications

• Bachelor's degree with 5+ years in Federal contracting and/or PMO, or 9+ years related experience.
• DAWIA/DAU/NCMA/FAC or relevant contracting cert.
• Deep understanding of DoD contracting lifecycle, FAR, and DFARS.
• Advanced ability to develop targeted communications and knowledge content.

Responsibilities

• Investigate, diagnose, and resolve functional incidents and service requests.
• Triage tickets in AESMP/ServiceNow, validate priority, categorization and ownership.
• Maintain expert knowledge of ACWS functionality and contracting processes.
• Coordinate with FPDS and CAR submissions and troubleshoot errors.
• Meet SLO targets for response and resolution; document steps and communications.
• Escalate issues with clear problem statements and replication steps; hand off as needed.
• Develop and review KBAs and KBVs; update knowledge content as system evolves.
• Analyze incident trends for problem management and continual service improvement.
• Support ITIL service model and communicate status to stakeholders.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow/AESMP

Job description

LMI is hiring a Contract Writing System 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. Active Secret clearance required.

US-Remote work option available with salary in a broad range appropriate for federal contracting roles. Responsibilities include incident triage, knowledge content creation, and coordination with the Agile Release Train.