Job Description

Everforth ECS is seeking a Product Manager SME to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

• The Tier-2 Analyst serves as an advanced technical support professional within the WDP User Support Desk, resolving escalated incidents that cannot be addressed at the Tier-1 level and bridging frontline user support with platform engineering, cybersecurity, and data operations teams. This role operates across IL2/NIPRNet, SIPRNet, and JWICS environments and is critical to ensuring service continuity for military, civilian, contractor, and mission partner personnel who depend on WDP capabilities.
• Provides Tier 2 support for defense mission platforms including War Data Platform (WDP) Core Integration enterprise analytics environments, Joint All-Domain operational systems, and Combatant Command decision-support capabilities.
• Executes advanced triage actions by analyzing escalated incidents, interpreting diagnostic outputs, validating system inputs, and applying structured troubleshooting methodologies using ServiceNow, Jira Service Management, browser developer tools, and network path testing suites.
• Addresses technical challenges unresolved by Tier 1 support by reviewing application behavior, investigating access failures across AWS GovCloud, Secret Region, and intelligence community cloud services, and performing corrective configuration updates in Active Directory, AWS Identity and Access Management, and enterprise authorization systems.
• Conducts onboarding and access provisioning activities for non-standard user cases involving specialized toolsets, data access controls, and enclave-specific role assignments.
• Evaluates operational metrics including mean time to resolution, escalation ratios, incident recurrence patterns, and user service sentiment to identify quality gaps and propose remediation strategies that strengthen support readiness.
• Coordinates with platform engineering, cybersecurity, data operations, and mission application teams to reproduce faults, capture technical variables, and guide service restoration in production and classified environments.
• Contributes to continuous improvement by drafting knowledge base articles, documenting Tier 2 troubleshooting procedures, and mentoring Tier 1 analysts to increase first-contact resolution and operational efficiency across support operations.
• Performs other duties as assigned.

Qualifications

• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
• 3–10 years of experience in IT technical support, systems administration, or a related field, with demonstrated ability to resolve complex, escalated incidents in enterprise or multi-enclave environments.
• Hands-on experience with IT service management platforms such as ServiceNow or Jira, identity and access management systems including Active Directory or AWS IAM, and support operations spanning classified and unclassified networks.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).