About this job
Avum is seeking a skilled and experienced DoD Procurement Functional Support Analyst to lead the functional support of an Appian-based Contract Writing System. Significant DoD contract writing experience is a requirement. As a functional support analyst, you will provide assistance, troubleshooting, and coordinating with internal teams or external vendors to resolve functional user incidents, problems, and service requests. This role will serve as the lead functional support point of contact for users encountering issues with the Electronic Procurement System (ePS), delivering prompt and effective solutions while upholding high customer service standards. This role is pivotal in ensuring the functional operation of critical software systems supporting the Department of the Navy (DON) Procure-to-Pay processes.
The candidate should be comfortable working with a diverse team of individuals locally and remotely. To be successful in this dynamic role, the candidate must be able to constantly learn and share knowledge with peers in a fast-paced atmosphere. Avum provides an exciting, fast-paced environment and rewards dedication and innovation.
Excellent communication skills, both written and oral, are required. The candidate must also be able to lead functional support teams and be comfortable coordinating with government personnel on a regular basis.
Candidates must be U.S. citizens and able to pass a T3/T5 background investigation. A DoD Secret clearance is preferred.
Location-remote
For this
fully remote
position, the candidate must be available to participate in virtual meetings via platforms like Microsoft Teams. Core hours are from 9 AM PST/PDT to 4 PM PST/PDT, Monday through Friday, with flexibility to support EST core hours as necessary.
As part of the remote setup, the candidate will collaborate with external project team members and Avum employees. Although primarily remote, occasional in-person meetings may be required, potentially including travel to government sites in Washington, D.C., and the Avum office in Agoura Hills, California.
Responsibilities include
Provide functional support and assistance for ePS, systems supporting the Department of the Navy (DON) Procure-to-Pay processes, and other related business-critical applications.
Address user functional incidents and problems related to the systems/applications, research open requests, and contact external contacts for answers.
Collaborate with end-users, business stakeholders, and IT teams to identify common incidents and service requests and identify technical and process changes that will enhance the user experience.
Coordinate with internal IT teams, software vendors, and external partners to escalate and resolve complex functional issues promptly.
Coordinate with the change management and product scrum teams in advance for product releases and changes to business rules and requirements.
Coordinate with the user community, including onboarding new users into applications, setting up user accounts, providing instruction, troubleshooting login issues, escalating connection problems, and managing user help desk requests.
Develop and deliver training materials and sessions on system functionality and best practices to end-users.
Develop and deliver self-service resources to identify and resolve issues independently and minimize ticket volume for all Service Desk teams.
Document support activities, including troubleshooting steps, resolutions, and system configurations, in the knowledge base or the BMC Helix ticketing system for future reference.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Generate internal and customer-facing documentation, including user guides, knowledge articles, frequently asked questions (FAQs), business process descriptions, and support other general writing activities.
Manage, document, and participate in user events, including training, testing/evaluation sessions, user acceptance testing, and product review sessions.
Respond to and resolve user-reported issues, inquiries, and service requests related to the software systems through various channels, such as the BMC Helix ticketing system, Microsoft Teams, Jira (the ePS development team's ticketing and incident management system), phone, email, or chat.
Create comprehensive documentation, including functional user guides, and training materials, to support deployment, maintenance, and user adoption of GAM Suite applications.
Provide training and support to end-users and administrators on how to use and manage GAM Suite applications effectively, addressing any questions, issues, or enhancement requests promptly.
Stay updated on the latest Appian features, best practices, and industry trends related to government acquisition management. Proactively identify opportunities for process optimization and innovation to enhance the value delivered by GAM Suite applications.
Skills and Experience Desired
Deep knowledge of the Department of Defense (DoD)'s Procure-to-Pay processes and the Department of the Navy (DON) procurement domain is a requirement.
Strong understanding of government acquisition management processes and regulations (e.g., FAR, DFARS).
Experience implementing DoD acquisition and contracting writing systems/solutions.
Knowledge or experience working with the Federal Procurement Data System(FPDS-NG), System for Award Management (SAM), or other acquisition-related interface partners
Knowledge of process design best practices and can guide process re-engineering.
Experience implementing enterprise solutions for organizations with diverse technology portfolios.
Ability to work effectively in a team environment and collaborate with stakeholders at all levels.
Excellent analytical, problem-solving, and communication skills.
Experience with Appian or other low-code solutions is strongly desired, but not required.
Knowledge and experience in Agile methodologies (e.g., Agile Scrum, and DevSecOps) are preferred but not required.
ITIL certification is desired, but not required.
Educational/Work Experience
A Bachelor's degree or higher from an accredited college or university with a curriculum or major field of study which provides substantial knowledge useful in functional business process support and is closely related to the work detailed above, and/or in a business or information systems discipline, or an applicable training certificate from an accredited training institution.
Salary
Starting salaries for this position range from $115,000 - $130,000 and are commensurate with experience. The position is full-time, salaried, with benefits.
The Company
Avum, Inc. is a certified Small Disadvantaged Business who provide advanced software, database, and business intelligence systems to the DoD/Military, Intelligence Community, and Federal, State, Local, and Commercial clients since 1991. We manage technical programs and projects and provide strategic guidance to support our customer's system engineering efforts. We provide sustainment in mission-critical and secure environments. We support information assurance activities and accreditation for the systems we deploy. Our engineers conduct rapid prototyping and Agile customer-focused iterations to produce complex applications, predictive analytic data environments, and NIST SP 800-53 compliant system architecture deployed within Navy and DoD networks. We have subject matter experts in multiple domains and technical expertise across all core technology stacks. We specialize in application development, large-scale database design, data engineering, and data visualization. Through results-driven, agile collaboration, the company continually researches and deploys secure solutions that exceed customer expectations in meeting or beating customer-allocated budgets and schedules. We aspire to the highest standards of ethical behavior and professional integrity in providing our customers with service that consistently earns us the highest possible performance ratings. Please visit our webpage at http://www.avum.com to learn more.
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