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 assist, troubleshoot, and coordinate 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 successful candidate will thrive in a dynamic role and be comfortable working with a diverse team of individuals locally and remotely. This role demands constant learning and knowledge sharing with peers in a fast-paced atmosphere. Avum provides an exciting, fast-paced environment that rewards dedication and innovation, making it an ideal opportunity for those seeking a challenging and rewarding career.

Excellent written and oral communication skills are a must for this role. The successful candidate will also demonstrate strong leadership abilities, as they will be leading functional support teams and regularly coordinating with government personnel. These key competencies are essential for the adequate performance of this role.

Candidates will ideally possess a DoD Secret clearance but, at minimum, must be U.S. citizens and able to pass a T3 background investigation immediately.

NOTE: This fully remote role requires the candidate to participate in meetings virtually using tools like Microsoft Teams. Online availability during the core Eastern Standard Time (EST) hours, Monday through Friday, will be required.

Example of Activities:

  • 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 promptly escalate and resolve complex functional issues.
  • 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 appropriately escalating 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 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 the DON Procure-to-Pay applications.
  • Provide training and support to end-users and administrators on using and managing DON Procure-to-Pay applications effectively, promptly addressing any questions, issues, or enhancement requests.
  • Stay updated on the latest best practices and industry trends related to government acquisition management. Proactively identify opportunities for process optimization and innovation to enhance the value delivered by DON Procure-to-Pay applications.

Skills and Abilities

  • 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.
  • Proven ability to communicate effectively with technical, operational, and management audiences with broad and varied backgrounds.
  • Experience with Appian or other low-code solutions is strongly desired but optional.
  • Knowledge and experience in Agile methodologies (e.g., Agile Scrum and DevSecOps) are preferred but optional.
  • ITIL certification is desired but optional.
  • Familiarity with the Department of the Navy (DON) Electronic Procurement System (ePS) is a significant plus.

Place of Performance

The candidate will be required to interact and coordinate with external project team members and other Avum employees remotely, supporting core Eastern Standard Time (EST) hours. As a remote employee, the candidate will not have a permanent office or desk space but may be required to attend in-person meetings. This may require travel to government sites located in Washington, D.C., and the Avum office located in Agoura Hills, California. Our priority is acquiring the most qualified candidate to satisfactorily perform the required tasks, including team collaboration, regardless of the candidate’s geographical location.

Educational/Work Experience

A bachelor's degree or higher from an accredited college or university with a curriculum or major field of study that 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 $108,600 - $130,800 and are commensurate with experience. Position is full-time, salaried, with benefits.

The Company

Avum, Inc. is a certified Small Disadvantaged Business who provides 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.