DCSA Senior Customer Support Requirements Analyst

Forge is a global solutions provider. We are a proud, certified woman-owned, service-disabled, veteran-owned small business (WOSB, SDVOSB) ignited to redefine the traditional GovCon mold, deliver innovations, and elevate collective impact. We are known as international problem fixers who only pursue work where we can truly make a difference. We are deeply integrated members of trusted client communities, energized and honored to be partners in questioning and solving human challenges worldwide.

Forge strikes a precise balance between empowering autonomy and emphasizing the necessity of belonging to a connected network of people and initiatives. It's led to a new echelon of collective excellence- one that continues to lead to monumental growth - and built a dream team of top-tier, collaborative, 'get-it-done' experts.

Our culture is everything. People come first. Our culture is built around a diverse group of employees empowered to think in different directions, a leadership team that trusts employees to lean in to unique greatness, and an operations team that deploys programs to support employee well-being and growth - both personally and professionally. We treat Forge like a co-op, where staff input drives corporate action.

With a 93% retention rate, it's evident that once we hire great people, we keep them. We're rated #2 Best Medium Business in all of Virginia, and we are a multi-year, multi-award winner of the Fortune® Magazine Best Workplaces in Consulting & Professional Services™, Best Medium Workplaces™, and Best Workplaces for Parents™.  Based on employee feedback and independent analysis, we have been certified as a Great Place to Work™ for six consecutive years. In addition to recognition for top workplace culture, our growth earned us a spot on the 2024 and 2025 Inc. Magazine 5000 List of the Fastest-Growing Companies in America, and the Women Presidents Organization (WPO) and J.P. Morgan Chase named us one of the 50 Fastest-Growing Women-Owned/Led Companies nationally. But most importantly, we're proud to be a company that puts people first.

The future of Forge is exciting and evolving - as capability and community remain the battle rhythm sustaining transformative success. We're searching for those who want to work hard, play hard, give back, and enjoy life. If this resonates with you, then come make a difference at Forge.

Requirement: DCSA Senior Customer Support Requirements Analyst

Job Description: Forge is seeking a full-time Project Specialist / Senior Customer Support Requirements Analyst assigned to the Defense Counterintelligence and Security Agency (DCSA) in support of the Acquisition and Technology (AT) Directorate - serving as the liaison for customer requirements, business process reengineering, IT capability requests, and system requirements specification and analysis. This position is contingent on the award of the contract and the grant of funding.

Key Responsibilities: Key responsibilities of the candidate will be (but aren't limited to):

• The Senior Customer Support Requirements Analyst shall support requirements analysis for Enterprise Operations (EO) and Customer Support (CS), providing technical expertise, tracking, and recommendations to the Customer Support Office.SPECIFIC TASKS:
• Serve as the liaison for customer requirements, business process reengineering, information technology capability requests, system requirements specifications and analysis, and other initial planning activities of IT investments.
• Provide first-tier customer support in the administration of contracts; communicate and collaborate proactively and politely with external and internal customers; track all points of customer engagement, address customer queries, and identify ways to improve customer support processes.
• Conduct GAP analysis and maintain current knowledge of industry trends and technologies to inform development of Plans of Action and Milestones (POA&M) and implementation.
• Analyze business processes and identify relevant solution alternatives. Identify customer needs and take proactive steps to maintain positive experiences through the collection, analysis, and reporting of customer feedback on product ranges and new releases; prepare briefing reports.
• Participate in IT working groups and other technical forums, ensuring agency decisions, guidance, laws, regulations, and policies are met while supporting project objectives.
• Provide guidance relevant to IT support level agreements and group and departmental standards to ensure stable and scalable user journey mapping. Interact with key users regularly and track user engagement metrics regarding system capabilities.
• Brief customers about new product features and functionalities, and align customer support strategies with AT initiatives.
• Support coordination of application and infrastructure projects and resources with business project leads, key champions, and users across multiple time zones. Collaborate with IT developers, production teams, and process owners to enhance customer services and capability awareness.
• Support or lead integration, AT User Acceptance Testing, communications, and training/rollout.
• Provide technical and analytical support for AT governance activities, ensuring mission requirements are accurately represented in Program Management Reviews (PMRs), DCSA boards, and associated working groups.
• Monitor and analyze user experience metrics, including customer satisfaction and service delivery timelines, to identify performance trends. Compile these metrics into a weekly User Experience Metrics Tracker with recommended service optimizations, delivered in accordance with PWS Table 7.2.
• Hold and maintain an active DoD SECRET security clearance based on a favorably adjudicated T3 or T3R investigation. A Top Secret clearance (T5/T5R) may be required for select positions.
• Be granted approval to obtain a DCSA physical access badge and access to DCSA information systems.
• Complete all Government-mandated annual training, including Operational Security, Security Awareness, Subversion and Espionage, Ethics, and Prevention of Sexual Harassment.
• Use a government or official company e-mail for all official U.S. government business. Personal, private, or commercial e-mail accounts shall NOT be used.
• Comply with 32 CFR Part 117.12 (NISPOM) security training and briefing requirements.

Qualifications/Requirements:

The Candidate must have the ability to think strategically, act tactically, and display strong analytical and critical thinking skills. They must also build strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail. The Candidate must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities.

A successful candidate will also be able to adhere to the following 'mission ready' requirements of the position:

Primarily remote. Contractor personnel may be required to work on-site at DCSA sites in Quantico, VA, and Ft. Meade, MD, based on mission requirements. Travel when working onsite is not reimbursed. All classified work is performed at DCSA Headquarters, 27130 Telegraph Road, Quantico, VA 22134. Only unclassified work may be performed off-site. Hours of Operation: Monday through Friday, eight-hour shift with mandatory coverage of core hours 0900 – 1500 EST, within normal business hours of 0800 – 1600 EST. A minimum 30-minute unpaid lunch is required each workday. Flexible and compressed schedules may be permitted subject to KO/COR and site lead approval.

Minimum Qualifications:

• US Citizen
• Bachelor's degree or higher; OR a minimum of eight (8) years of experience in customer-facing support, requirements analysis, or operational analysis. Academic degree requirements may be satisfied through additional relevant professional experience at a rate of four (4) years of experience for each degree level not attained.
• Demonstrated technical writing skills and experience supporting business or IT process improvement.
• Ten (10) or more years of professional experience is expected at the Senior level.
• Experience conducting GAP analysis and developing Plans of Action and Milestones (POA&Ms).
• Experience authoring system requirements specifications and supporting User Acceptance Testing.
• Experience tracking and reporting customer satisfaction and service delivery metrics.
• Superior time management, organization, and prioritization skills.
• Competency in working autonomously.
• Demonstrated competency in technical writing and business strategy.
• Competency in Lean Six Sigma / SCRUM team leadership and/or DAWIA Program and Procurement Management, and in Project Management and/or Procurement methodologies.
• Working knowledge of the Federal Acquisition Regulation (FAR), Defense Federal Acquisition Regulation Supplement (DFARS), Cost Accounting Standards (CAS), and other applicable Federal regulations and Department of Defense policies.
• Ability to read, write, and speak English fluently.

Highly Desired Qualifications:

• Familiarity with Lean, Agile, or similar methodologies (preferred per PWS 5.1.1.c).
• Prior experience supporting DCSA, a DoD Agency, or an Intelligence Community customer.
• Experience with user journey mapping and service level agreement (SLA) development.
• Experience supporting an IT service desk or Tier 1 support function in a Federal environment.
• ITIL Foundation certification.
• Experience supporting Program Management Reviews and Federal governance boards.

Job: Full Time

Location: Mostly telwork/remote. IF called to occasional onsite work, you would report to the DCSA offices in either Ft. Meade, MD or Quantico, VA.

Salary Range: $110k-$120k/year

Assigned Forge Job Title: Project Specialist

Essential Duties:

• Problem Solving- Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Written Communication- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Diversity- Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.
• Ethics- Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
• Strategic Thinking- Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
• Planning/Organizing- Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans.
• Professionalism- Tactfully approaches others; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Innovation- Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Qualifications- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Language Skills- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Physical Demands- The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk, type, or hear. The employee is frequently required to walk, use hands to finger, handle, or feel, and reach with hands and arms.
• Work Environment- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

This job posting sets forth the basic authorities and responsibilities of this position, which may be changed from time to time as shall be determined. To perform this job successfully, an individual must be able to satisfy each essential duty.

Benefits:

Forge fosters a rich company culture built on a diverse, hard-working employee base. Our staff is the core of our success and the impetus behind our decisions. In today's corporate culture, there is no longer a line between work and home life. As a result, we focused our benefits approach on the whole family.

The Forge total compensation model is based on a "choose-your-own-adventure approach" allowing each employee to create a comprehensive package of benefits and perks tailored to his or her needs. Examples of benefits included in our total compensation package include:

• Complete Flextime
• 401k With Employer Matching
• Healthcare, Including Medical, Dental, and Vision
• Health Savings Account (HSA) And Pre-Tax Premium Options
• Supplementary healthcare and family support
• Extended Short-Term Disability and Long-Term Disability
• Healthcare Insurance Deductible Paydown
• Health and Wellness Programs
• Tuition Reimbursement, Student Loan Repayment, and Education & Training Stipends
• Cell Phone / Internet Stipends
• College Saving Plans with Employer Contributions
• Alternative Work Locations and Tele-Commuting
• Employee Referral Awards
• Retention, Signing & Performance Bonuses
• Commuter Benefits
• Paid Sabbatical

Forge Group, LLC is a proud DoD Skillbridge and V3 (Virginia Values Veterans) certified company committed to hiring and retaining military veterans and spouses.

Forge Group, LLC is an Equal Opportunity [and/or] Affirmative Action employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or military or protected veteran status. We participate in the E-Verify Employment Verification Program.