Order Entry Subject Matter Expert

Job Description

Job Description

Description:

** Must possess an ACTIVE Secret clearance to apply**

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.

The Position

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 

Requirements:

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 capability, training needs, and mission requirements while supporting appropriate developmental assignments for newer personnel. The Team Lead retains final authority for team priorities.

7. Lead foundational training and provide ongoing technical coaching for Order Entry / Customer Support Outreach personnel. Establish a consistent baseline for processes, government tools, order documentation, customer-service expectations, email etiquette, phone practices, approvals, and required outreach before employees transition to peer-based training or independent production work. Conduct refresher or targeted remediation training as needed.

8. Review recurring errors and quality concerns, including approval mistakes, outreach deficiencies, documentation issues, status discrepancies, or inconsistent use of procedures. Provide corrective coaching, identify trends requiring broader training or process action, and partner with the Team Lead to improve consistency and quality across the team.

9. Develop, maintain, and standardize Order Entry technical and operational documentation, including training guides, job aids, standard operating procedures, outreach templates, approval references, escalation paths, tracking methods, and special-handling guidance. Help reduce dependence on individual knowledge and support consistent execution during changes to tools, databases, workflows, or customer requirements.

10. Prepare, validate, and maintain operational metrics, trackers, status summaries, and recurring reporting as delegated. Pull and analyze Order Entry workload and performance data, support SITREP preparation, maintain required tracking products, and provide accurate information for Team Lead, management, government, or customer reporting.

11. Identify and develop personnel for expanded responsibilities within Order Entry and across DCP functions. Assess technical readiness, customer-service aptitude, administrative capability, and demonstrated performance; provide mentoring and structured learning opportunities; and recommend employees who are ready for advanced assignments or future progression.

12. Continue to perform Order Entry / Customer Support Outreach production work as mission requirements dictate, including validating incoming service requests, confirming funding and requirement completeness, tracking service requests, facilitating approvals, conducting customer outreach, generating or supporting cost estimates, maintaining applicable circuit or service-request records, and coordinating with provisioning, Solution Design, government, carrier, vendor, and other functional stakeholders.

13. Ensure compliance with applicable safety, security, worksite access, information protection, customer, contract, and organizational requirements, including required training and certifications. Perform other duties or projects as assigned and support delegated technical-lead responsibilities during periods when the Team Lead is unavailable, within established authority limits.

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. position working at least 40 hours per week to meet the needs of the contract hours requirement.

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