The specialist will develop and maintain an enterprise knowledge base by converting resolved support issues into reusable documentation and training materials. They will also analyze end-to-end procurement processes to identify inefficiencies and implement systemic improvements to reduce support demand.
The analyst will monitor and evaluate enterprise Tier 2 support performance, identifying trends and root causes within the Department of the Navy's procurement ecosystem. They will produce actionable insights and executive-level reports to optimize service delivery, workload management, and system efficiency.
Establish and lead the Navy enterprise Tier 2 support desk, managing staffing, service performance, ticket workflows, escalations, major incidents, and coordination across Tier 1, Tier 3, and Government stakeholders. Lead performance reporting, executive briefings, knowledge management, problem management, automation initiatives, and continual service improvement.
The consultant will develop and implement comprehensive data governance frameworks, strategies, and technical architectures for the Department of Navy procurement domain. They are responsible for creating foundational data artifacts, facilitating cross-functional collaboration, and providing executive-level reporting on data program effectiveness.
