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Form of workVEMSIS Customer Support Subject Matter Expert (SME) - Remote Location: Washington DC Metro Job Code: 23-122 # of Openings: 3
Description
At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We provide solutions to agencies and entities including Veterans Affairs, Department of Defense, Defense Logistics Agency, and National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading!
Technatomy is currently seeking a Customer Support Subject Matter Expert (SME) to join our team in support of our Department of Veterans Affairs (VA) Veteran Enterprise Module & System Integration Services (VEMSIS) contract.
In this position you will be part of a team responsible for:
Delivering lower complexity, modular Low Code-No Code solutions that will enable reusable service-focused software component architectures including PaaS functions/capabilities, SaaS integrations, APIs, and Digital modernization and emerging technology support.
Implementing solutions using platforms such as Salesforce/Mulesoft, Pega, MS Dynamics and PowerApps Suite (including PowerBI), and Box.
In service under VA's Digital Transformation Center (DTC), delivering capabilities in the areas of: Case Management Modernization, Data Ops, Applied AI, and Rapid Prototyping.
DUTIES AND RESPONSIBILITIES:
Join a team delivering modular, LCNC solutions and support services, focusing on innovative, reusable service-focused software component architecture.
Ensure customer satisfaction, product excellence, and ongoing SaaS/PaaS improvement through knowledge of UCD principles, accessibility guidelines, and developed VA personas.
Provide thought leadership and problem-solving expertise, fostering an innovative mindset in conceptualization, strategic planning, and execution.
Assist in creating and managing Program Epics and Product Team Backlogs, conducting continuous and iterative grooming sessions to refine agile business requirements.
Maintains a Customer Support workflow, for all touch points including (but not limited to) managing new release communications, bug fixes, and support requests/questions.
KNOWLEDGE AND SKILLS REQUIRED:
Three to five Years (3-5) years of relevant experience in Customer Support in platform-based applications (Salesforce, PEGA, Box or MS Dynamics).
Utilizes technical proficiency and deep modular architecture understanding to provide exceptional support and guidance for both new and existing solutions.
Ability to translate technical requirements and communications into plain language to assist stakeholders with complex solutions, issue resolution, technology expertise, problem escalation, and system monitoring.
KNOWLEDGE AND SKILLS DESIRED:
Prior VA or Federal Agency experience preferred.
Current VA clearance highly desired.
Prior experience with VA Digital Transformation Center (DTC), VA Enterprise Case Management Solutions (VECMS), VA Product and Technology Ecosystem Management Service (PTEMS) is highly desirable.
EDUCATION:
Bachelor's Degree in relevant fields like Business Administration, Computer Science, Information Systems. Certifications in a relevant technology plus a minimum of 5 years of relevant experience or a minimum of 7 years of relevant experience may be substituted for education.
CLEARANCE:
Must be a US Citizen.
Active VA Clearance preferred.
WORK LOCATION:
Remote
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.
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