Tier-2 Analyst

Product Manager SME

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

• 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.
• 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 Service Now, 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 Gov Cloud, 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.

• 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 Service Now 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).

• Active Top Secret (TS) security clearance.
• CompTIA Security+, ITIL Foundation, or an equivalent IT service management or cybersecurity certification.
• Prior experience supporting users in DoW, federal government, or defense IT environments, including familiarity with NIPRNet, SIPRNet, or JWICS operational contexts.
• Exposure to cloud platforms such as AWS Gov Cloud or AWS Secret Region, including experience supporting access provisioning, VDI connectivity, or enclave‑specific toolsets in classified environments.
• Experience mentoring or guiding junior analysts in a tiered support model, with a track record of contributing to knowledge base development and improving first‑contact resolution rates.

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.