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Job Details


Customer Center Requirements Support ( R-00061275 )

Customer Service

Customer Support



Reston, Virginia, United States


Job Description:

Job Description

This positon supports the Open Source Enterprise. It requires an independent problem solver who can identify, research and resolve problems across a wide range of areas as they arise. The individual will use their initiative to create processes and adjust workflows related to requirements management within the organization. OSCAR-MS is the open source collection requirements tool. The candidate will regularly update the Sponsor task manager with metrics and other evaluation data on the tool and the content it tracks. The candidate will also support a customer center that routinely resolves questions concerning the OSE data layer.

Primary Responsibilities

Engage in content management activity on the Open Source Collection Management Space located on line for all collection plans (standing and dynamic) and any new product line that follows. These duties entail changing the layout of the web page whenever necessary, adding new plans and removing older plans from specific AOR pages and the unique Hot Topics category, updating plans as required when there is missing content and providing web site tutorials to new collection management specialists when necessary.
Collect requirements metrics for sponsor managers
Conduct detailed and thorough line-by-line review of each standing and dynamic collection plan when the collection management specialist for each region submits them.
Reference the Production Tradecraft Team (PTT) OPS and Style Guide and become familiar with the manual so that edits are incorporated into every collection plan.
Track the number of productized collection plans.
Keep metrics for all collection plans that are expected, under review and released for Executive Staff manager and congressional tasking
Create graphs is excel that can be shared with collection manager to inform OSE groups fo their progress and readership.
Manage Community collection requirements received via OSCAR-MS.
Provide Tier 1 and Tier 2 support through the OSE Customer Service center are request arise. Request may be via email, phone or by walk in.
Capture metrics associated with calls, resolve or escalate issues and capture lessons learned in a knowledge base.
Basic Qualifications

High school diploma and 5 years of relevant work experience
Experience in a customer facing environment as a point of contact for an organization
Flexibility in dealing with a variety of duties.
Ability to identify and resolve problems independently
TS/SCI with poly
Preferred Qualifications

Experience with Open Source mission
Understanding of Open Source requirements process

External Referral Bonus:Eligible

External Referral Bonus $:5000

Potential for Telework:No

Clearance Level Required:Top Secret/SCI with Polygraph


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Customer Support

Pay Range: