[Hiring] Functional Service Desk Agent @LMI

Role Description

LMI is seeking a Functional Service Desk Agent with significant experience in DoW contracting to support the Army Contract Writing System (ACWS) as a member of the Tier 2 Functional Service Desk, sponsored by the Office of the Deputy Assistant Secretary of the Army (Procurement) (ODASA(P)). The candidate will provide direct functional support to the Army Contracting Enterprise. This position requires an Active Secret Clearance.

• Provides subject matter expertise in federal acquisition and contracting to investigate, diagnose, and resolve functional incidents and service requests.
• Performs ticket triage within the Army Enterprise Service Management Platform (AESMP/ServiceNow): validates and adjusts priority based on impact and urgency, confirms categorization and tagging, identifies bundled or misrouted tickets, and takes ownership of tickets in order of priority.
• Maintains expert-level knowledge of ACWS functionality, Army contracting business processes, and troubleshooting techniques; completes required AESMP and program training.
• Working knowledge of FPDS and contract action reporting, including troubleshooting CAR submission and validation errors.
• Manages all assigned tickets to meet Service Level Objective (SLO) targets for response and resolution, applying disciplined documentation standards — the ticket is the authoritative record, and all troubleshooting steps, communications, and resolutions are professionally documented.
• Determines whether reported behavior reflects a system issue or a business-process issue and researches known issues, defects, and workarounds in knowledge bases.
• Communicates directly with end users with empathy, transparency, and clear step-by-step guidance, ensuring users never have to repeat information already provided and receive regular status updates.
• Prepares complete escalation packages for the Tier 3 System Integrator, including a clear problem statement, replication steps, full diagnostic history, relevant error messages and screenshots, and expected-versus-actual behavior; conducts warm handoffs where appropriate.
• Identifies incidents requiring software fixes or enhancements and supports the Change and Defect Management process, including coordination with the Agile Release Train (ART) intake process and long-term monitoring of tickets awaiting code changes.
• Authors, edits, and reviews Knowledge Based Articles (KBAs) and Knowledge Based Videos (KBVs) published in AESMP for both agents and end users; supports the periodic review of published knowledge content to ensure it is updated or rendered obsolete as the system evolves.
• Analyzes incident trends and issue clusters to support Problem Management, root cause analysis, and continual service improvement initiatives.
• Supports sustainment and execution of the ITIL service model framework in support of the contracting community.
• Communicates incident status and business impact to program stakeholders and leadership; participates in the development, review, and delivery of project artifacts and deliverables.
• Continuously evaluates and hones communication skills.

Qualifications

• Bachelor’s degree with 5+ years of experience in Federal government contracting and/or program management office (Degree in information technology, computer science, engineering, or related area preferred) or 9+ years of work experience in a related field.
• DAWIA, DAU, NCMA, FAC, or other relevant certification in contracting.
• Deep understanding and knowledge of the DoD contracting lifecycle, the FAR, and the DFARS.
• Possesses an advanced understanding of the contracting user community, and the ability to develop targeted communications and knowledge content for the purpose of building core shared knowledge and resolving repeating incidents, service requests, and problems.
• Ability to work cohesively in a team-oriented matrix organization environment.
• Excellent verbal and written communication skills, including the ability to listen, empathize, and relate to the customer.
• Ability to effectively collaborate with both internal and external customers.
• Demonstrated analytical and problem-solving acumen, including structured troubleshooting and root cause analysis.
• Excellent organization and time management skills, including the ability to manage multiple concurrent tickets against defined service levels.
• ITIL Foundation certification or ability to obtain certification within 6 months of hire.
• Active DoD Secret Clearance - U.S. Citizenship.

Requirements

• 5+ years of warranted contracting officer experience.
• Prior experience as an Organizational Administrator, System Administrator, or other privileged-user role of ACWS or another DoD contract writing system.
• 2+ years of experience in a tiered service desk, help desk, or application functional support role using an enterprise IT service management platform (e.g., ServiceNow/AESMP).
• Experience developing and maintaining knowledge base content (articles and/or video) for a user community.
• CompTIA Security+ certification (supports eligibility for the Account Administrator functional role in accordance with DoD 8140 requirements).

Benefits

• Target Salary Range: $90,144 - $140,591
• The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

Job Locations

• US-Remote