Remote Senior Customer Support & Requirements Analyst

Socket.dev; Virginia (MN); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Complete Flextime

401k with employer matching

Healthcare including medical, dental,/

Health Savings Account (HSA)

Tuition reimbursement

Tele-work options

Job summary

Forge Group, LLC seeks a DCSA Senior Customer Support Requirements Analyst as a full-time Project Specialist to support the Defense Counterintelligence and Security Agency (DCSA) in the AT Directorate. The position is contingent on funding and award, with responsibilities spanning requirements analysis, customer support, and IT governance.

The role requires a DoD-focus mindset, strong analytical and writing skills, and the ability to coordinate across time zones.

Qualifications

• US Citizen
• Bachelor's degree or higher; or eight years in customer-facing support/analysis.
• Experience with GAP analysis and POA&M development.
• Experience authoring system requirements specifications and supporting UAT.
• Experience tracking and reporting customer satisfaction and service metrics.
• Familiarity with FAR/DFARS and DoD policies.

Responsibilities

• Serve as liaison for customer requirements and IT capability requests.
• Provide first-tier customer support and track customer engagement.
• Conduct GAP analysis and inform Plans of Action and Milestones (POA&M).
• Develop and report customer satisfaction and service delivery metrics.
• Lead IT governance activities and ensure SLA alignment and ST assignments.
• Support UAT, training, rollout, and cross-group collaboration.

Skills

Customer support

Requirements analysis

Technical writing

English fluency

Lean Six Sigma / DAWIA

Project management

Communication

Education

Bachelor's degree or higher

Tools

ITIL Foundation

User Acceptance Testing (UAT)

POA&M planning

Job description

Forge Group, LLC seeks a DCSA Senior Customer Support Requirements Analyst as a full-time Project Specialist to support the Defense Counterintelligence and Security Agency (DCSA) in the AT Directorate. The position is contingent on funding and award, with responsibilities spanning requirements analysis, customer support, and IT governance.

The role requires a DoD-focus mindset, strong analytical and writing skills, and the ability to coordinate across time zones.