Senior Cybersecurity Services Specialist

Responsibilities

• Serve as a centralized intake and coordination point for cybersecurity service requests, issues, ideas, questions, documentation needs, content updates, and user support needs.
• Monitor, review, classify, prioritize, and route incoming requests through JSM, shared inboxes, forms, service catalog pathways, or other approved intake channels.
• Provide approved Tier 1 support by directing users to the appropriate cybersecurity services, tools, standards, templates, intake forms, processes, knowledge articles, or support resources.
• Perform quick‑turn service support activities, including document fixes, minor content updates, posting support, formatting corrections, standard content alignment, and basic service information updates.
• Identify incomplete requests, unclear ownership, duplicate efforts, dependencies, outdated content, or items requiring escalation to the appropriate service owner, support team, or Cybersecurity Solutions Support leadership.
• Maintain and improve service desk and service catalog content, including service descriptions, intake criteria, routing logic, escalation paths, common questions, support channels, and user‑facing guidance.
• Support document governance by helping maintain consistent content structure, formatting, naming conventions, version control, repository organization, and approved publishing practices.
• Support content accessibility and usability by helping ensure user‑facing materials are clear, current, findable, readable, and usable by both technical and non‑technical audiences.
• Partner with service owners to translate approved service direction into clear operational content, user guidance, FAQs, knowledge articles, job aids, templates, and support resources.
• Partner with the Communications / Service Readiness Lead to ensure new or updated services have the necessary documentation, intake paths, support model details, posting readiness, and user‑facing guidance before release.
• Help ensure service owner content and support materials remain operationally effective, current, and aligned to the approved service model.
• Capture user, service owner, and support feedback to identify recurring issues, process gaps, documentation weaknesses, unclear ownership, or opportunities to improve service clarity and delivery.
• Provide observations and recommendations to the Cybersecurity Solutions Support Manager to support continuous improvement, service maturity, content quality, and operational consistency.

• Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years’ experience.
• Current IAM Level I certification (Security+ or other).
• Relevant Experience considered in any combination:
  Cybersecurity, systems security or hardening.
• Information Technology experience maintaining, updating, organizing, or publishing user‑facing documentation, knowledge articles, standard operating procedures, templates, forms, or process guidance.
• Compliance‑based auditing using the Risk Management Framework (RMF), DCSA Assessment and Authorization Process Manual (DAAPM), Joint SAP Implementation Guide (JSIG), National Industrial Security Program Operating Manual (NISPOM), and/or non‑defense regulations such as FAA, Payment Card Industry (PCI), ISO 9001 Quality Management standards, or HIPAA.
• Experience working with and/or supporting computer technologies such as databases, operating systems, computer network hardware, software programs, hardware troubleshooting or electronics.