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 Identify incomplete requests, unclear ownership, duplicate efforts, dependencies, outdated content, or items requiring escalation to the appropriate service owner, support team, or Cybersecurity Solutions Support leadership.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. Requirements 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. #J-18808-Ljbffr Jobtailor