Writing System Functional Service Desk Agent - Clearance Required

Overview

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

LMI is seeking a Functional Service Desk Agent with significant experience in DoW contracting to support the Army Contract Writing System (ACWS) as a member of the Tier 2 Functional Service Desk, sponsored by the Office of the Deputy Assistant Secretary of the Army (Procurement) (ODASA(P)). The candidate will provide direct functional support to the Army Contracting Enterprise. This position requires an Active Secret Clearance.

• Provides subject matter expertise in federal acquisition and contracting to investigate, diagnose, and resolve functional incidents and service requests.
• Performs ticket triage within the Army Enterprise Service Management Platform (AESMP/Service Now): validates and adjusts priority based on impact and urgency, confirms categorization and tagging, identifies bundled or misrouted tickets, and takes ownership of tickets in order of priority.
• Maintains expert-level knowledge of ACWS functionality, Army contracting business processes, and troubleshooting techniques; completes required AESMP and program training.
• Working knowledge of FPDS and contract action reporting, including troubleshooting CAR submission and validation errors.
• Manages all assigned tickets to meet Service Level Objective (SLO) targets for response and resolution, applying disciplined documentation standards — the ticket is the authoritative record, and all troubleshooting steps, communications, and resolutions are professionally documented.
• Determines whether reported behavior reflects a system issue or a business-process issue and researches known issues, defects, and workarounds in knowledge bases.
• Communicates directly with end users with empathy, transparency, and clear step-by-step guidance, ensuring users never have to repeat information already provided and receive regular status updates.
• Prepares complete escalation packages for the Tier 3 System Integrator, including a clear problem statement, replication steps, full diagnostic history, relevant error messages and screenshots, and expected-versus-actual behavior; conducts warm handoffs where appropriate.
• Identifies incidents requiring software fixes or enhancements and supports the Change and Defect Management process, including coordination with the Agile Release Train (ART) intake process and long‑term monitoring of tickets awaiting code changes.
• Authors, edits, and reviews Knowledge Based Articles (KBAs) and Knowledge Based Videos (KBVs) published in AESMP for both agents and end users; supports the periodic review of published knowledge content to ensure it is updated or rendered obsolete as the system evolves.
• Analyzes incident trends and issue clusters to support Problem Management, root cause analysis, and continual service improvement initiatives.
• Supports sustainment and execution of the ITIL service model framework in support of the contracting community.
• Communicates incident status and business impact to program stakeholders and leadership; participates in the…