Order Entry Subject Matter Expert

Subject Matter Expert For Order Entry / Customer Support Outreach

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.

Competencies:

• Technical and Operational Expertise
• Problem Solving and Analytical Skills
• Customer Service Orientation
• Communication and Stakeholder Engagement
• Quality Compliance and Attention to Detail
• Training, Coaching, and Knowledge Transfer
• Time Management and Prioritization

Supervisory Responsibility:

This position may have personnel supervisory responsibility. The SME provides delegated technical leadership, escalation support, training, coaching, workload coordination, technical review, and other shift-level operational assistance within established authority.

Work Environment:

This job operates in a professional secure office environment and adheres to all facility and work center and access protocols. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines. Government or ICS-owned equipment and materials will be maintained in a safe and secure location. While working in a remote office capacity, the position requires a safe and ergonomically sound work environment and holds ICS harmless for injury to others at the remote location.

Physical / Mental Demands:

This is primarily a sedentary role; however, some mobility and filing are required. This would require the ability to move from one location to another, lift files, open filing cabinets, and bend or stand as necessary. Ability to type on a keyboard and use computer monitors for extended periods. This position requires the ability to read, analyze, and interpret data for long periods and make decisions in a high-pressure environment.

Position Type/Expected Hours of Work:

This is a full-time position requiring at least 40 hours per week to meet contract requirements. The position may support either day shift or second shift, based on operational needs. Day-shift hours must begin and end within DISA core business hours of 6:30 AM to 5:30 PM Eastern Time. Second shift typically operates from 2:00 PM to 10:00 PM Eastern Time. After-hours work or work beyond 40 hours per week may occasionally be required.

Travel:

Limited travel is expected for this position, less than 10% throughout the year.

Education and Experience Requirement:

1. High School diploma or equivalent, and

2. Subject Matter Experts (SME) or Master/Senior technicians a minimum six (6) years experience in an applicable communication field

3. Minimum active Secret security clearance

Work Authorization/Security Clearance:

Minimum active Secret Clearance