Order Entry Subject Matter Expert

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Order Entry Subject Matter Expert

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of War, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

In this position, you will serve as the Subject Matter Expert for Order Entry / Customer Support Outreach in support of the DISN Consolidated Provisioning (DCP) effort at the Columbus, Ohio location. This position provides senior technical and operational support for Order Entry and customer outreach activities across the provisioning lifecycle, with emphasis on accurate request intake, status management, approvals, expedites, customer communication, metrics, and timely movement of service requests.

The SME will serve as an escalation point for Order Entry personnel, provides shift-level technical guidance, supports training and quality improvement, and assumes delegated technical-lead responsibilities that reduce routine workload on the Team Lead while remaining within established authority limits. The SME will maintain strong working knowledge of Order Entry, provisioning processes, special-handling requirements, government systems and databases, customer outreach practices, and related DCP functional interfaces

1. Serve as the technical and operational escalation point for Order Entry / Customer Support Outreach personnel for status questions, process questions, tool issues, special-handling orders, approval questions, expedite requests, and other complex or unresolved matters. Research the issue, provide guidance or a recommended path forward, and escalate to the Team Lead when customer dissatisfaction, conflicting or unclear government database records, government-level visibility, or management action is involved.

2. Maintain expert working knowledge of Order Entry and customer support functions and strong working knowledge of the broader DISN provisioning lifecycle. Apply experience with order entry, provisioning, special-handling requirements, customer outreach, government databases, service-request tracking, funding validation, preliminary technical review, approvals, and cross-functional coordination to support accurate and timely fulfillment.

3. Support delegated review and approval activities for Order Entry work products. Review complex, unusual, or high-risk requests for completeness, accuracy, proper documentation, appropriate outreach, and compliance with approved procedures before final processing. Provide recommendations regarding denial or return of requests and elevate decisions requiring Team Lead or government approval.

4. Manage or support expedite activities by validating expedite requirements, tracking status and dependencies, coordinating with appropriate internal and external stakeholders, maintaining required documentation, and providing timely updates. Ensure expedite and high-visibility actions are communicated to the Team Lead and escalated when schedule, customer, government, or mission risks require additional authority.

5. Provide customer and stakeholder support by researching service-request status, determining appropriate outreach methods, and helping resolve questions that require deeper review. Participate in customer or government meetings when requested, present Order Entry status or operational information, and serve as an alternate technical point of contact for higher-level personnel and adjacent functional teams when the Team Lead is unavailable.

6. Monitor the live Order Entry queue, aging work, suspense dates, special-handling requirements, workload distribution, and team availability. Recommend or implement delegated workload adjustments based on current priorities, employee…