Acclaim Technical Services, founded in 2000, is a leading language and intelligence services company supporting a wide range of U.S. Federal agencies. We are an Employee Stock Ownership Plan (ESOP) company, which is uncommon within our business sector. We see this as a significant strength, and it shows: ATS is consistently ranked as a top workplace among DC area firms and continues to grow.

We are actively hiring an FSA / Jira SME with TS/SCI clearance to join our Software Systems & Solutions Division working in Springfield, VA. As our Functional Specialist Advisor (FSA), you will be responsible for providing customer support services for the Globe. You will work closely with assigned staff, senior specialists, or task leads to ensure customer satisfaction. The frequency of occurrence of the below-listed requirements are weekly, unless otherwise stated.

RESPONSIBILITIES

• Coordinate tasking responses associated with the Globe to ensure governance policies, opinions and perspectives of the Globe are fully coordinated and accurately reflected.
• Participate in tracking feedback daily from the Globe audience to gauge customer experience.
• Perform customer service duties to include email response and disposition of Globe feedback as appropriate.
• Resolve product and service discrepancies for online feedback for the Globe.
• Develop user stories/features based on Globe feedback inputs from JIRA and maintain this information in Redmine.
• Create and maintain metrics on feedback status.

REQUIRED EDUCATION & EXPERIENCE

• Must possess an active TS/SCI clearance, willingness to complete polygraph
• Bachelor's degree or equivalent experience and 7+ years of experience
• Demonstrated experience in a distinct functional or cross functional business area (experience may be broad based crossing government or industry markets and may also include knowledge of applicable tools, methodologies, or best practices).
• Demonstrated experience to manage and adjudicate application feedback.
• Demonstrated experience applying data gathering and analytical skills.

PREFERRED SKILLS

• Minimum of 3 years' experience working with Microsoft SharePoint.
• Minimum of 1 year experience working with Redmine and JIRA applications.

Equal Employment Opportunity / Affirmative Action

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, gender identity, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by federal, state or local law. It is the policy of ATS not merely to refrain from employment discrimination as required by the various federal, state, and local enactments, but to take positive affirmative action to realize for women, people of color, individuals with disabilities and protected veterans full equal employment opportunity. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.