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Leads IT Capability Request analysis for a federal enterprise IT program. Responsibilities include requirements elicitation, process and gap analysis, alternatives analysis, market research, ROMs, cost-benefit analysis, executive briefings, Agile backlog development, UAT leadership, change impact assessment, CX roadmap contributions, requirements governance, and mentoring business analysts. The role requires collaboration with government stakeholders while supporting ITSM development, governance boards, and approved capability implementation.

Manages and improves configuration management processes and ServiceNow CMDB operations. Designs workflows, governance, integrations, and discovery processes; maintains CI data models and CSDM alignment; ensures data quality; conducts audits; supports ITSM processes; trains CI owners; collaborates with service owners, technical teams, and government clients; and implements continuous improvements.

Develops and manages an enterprise Knowledge Management program for a federal IT support organization. Responsibilities include KM strategy and governance, knowledge repositories and self-service content, chatbot and Virtual Agent content, content quality and accessibility, team leadership, analytics, ticket deflection and first-contact resolution improvement, and integration with customer experience and service management initiatives.

Facilitates Scrum ceremonies, coaches cross-functional Agile teams, manages impediments and dependencies, maintains prioritized backlogs and delivery metrics, supports stakeholder acceptance and controlled releases, and ensures compliance with government change, security, testing, and quality processes. Coordinates delivery across application development, IT service management, automation, analytics, cybersecurity, infrastructure, and service management teams.

Supervise Tier I Knowledge Center service desk agents supporting external users of federal mission applications. Manage shift scheduling, coaching, quality assurance, ticket documentation, escalations, SLA/XLA performance, incident response, and operational reporting. Coordinate with Tier II/III resolver groups, lead special projects and application updates, improve chatbot and knowledge content, and act as Knowledge Center Lead when needed. The role is remote with up to 10% travel and requires an active Secret clearance.

Lead and support systems engineering for cloud-based enterprise systems across architecture, integration, testing, deployment, sustainment, and modernization. Develop technical baselines and architecture documentation, coordinate cloud and cybersecurity integrations, support configuration management and RMF activities, analyze risks and system performance, maintain Splunk security dashboards, execute vulnerability scans, implement STIGs, and provide technical recommendations and reports to stakeholders.

Owns the architecture, engineering, lifecycle, compliance, and sustainment of enterprise VoIP and unified communications infrastructure across NIPRNet, SIPRNet, and JWICS. Serves as the Tier III/IV escalation authority, leads incident resolution, site surveys, capacity planning, installations, migrations, modernization projects, and formal change management. Maintains STIG and RMF/ATO compliance, coordinates with vendors and carriers, mentors technicians, and supports communications metrics and customer management.

Provides neutral legal and adjudicative support for CMS Medicare Advantage RADV appeals. Reviews briefs, motions, records, and supporting documents; researches statutes, regulations, CMS guidance, and precedent; drafts legal memoranda, orders, recommendations, and proposed decisions; evaluates procedural and substantive issues; integrates legal, medical, coding, and case-management findings; performs quality review and guides support staff.

Manage enterprise IT service desk ticket flow, routing, queue capacity, SLA risk, escalations, critical incidents, schedules, field dispatches, and operational reporting. Maintain resolver groups, assignment rules, dispatch procedures, and workflow improvements while coordinating geographically dispersed technical teams. The role requires independent judgment, ITSM platform experience, and active Secret clearance, with potential TS/SCI eligibility.

Develops and maintains ServiceNow ITSM applications, workflows, integrations, Service Catalog, and CMDB capabilities. Leads sprint development, testing, demonstrations, UAT, stakeholder acceptance, secure coding, release documentation, and platform change processes. Implements customer-confirmed ticket closure workflows, supports Service Portal and analytics integrations, mentors developers and testers, and maintains technical standards. The hybrid Quantico role supports a government IT program and requires active Secret clearance, U.S. citizenship, and up to 10% travel.