Serco Inc.

  • CNIC N6 Assistant Contract Technical Representative (ACTR) Subject Matter Expert (SME) I California

    Recruiting Location
    RL_CA99 - California-Remote Office
    Work Location
    Information Technology
    Position Type
    Security Clearance
  • Position Description

    CNIC Regional Offices enable improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making. This position is for the Managed Information Technology (IT) Services (N65) Division under the IT Department (N6) with responsibility for providing technical guidance, administration, management, security and user support for unclassified and classified systems throughout assigned installation areas of responsibility. This division provides advice and assistance to customers; troubleshoots complex problems; recommends new solutions and processes; and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities and mission objectives. This position is located within the Commander, Navy Region Southwest (CNRSW) Area of Responsibility (AOR) and will be based out of San Diego, California. Periodic overtime and some travel may be required.


    This CNIC N6 SME I position will represent the command as the Assistant Contract Technical Representative (ACTR) for telecommunications technical research and testing of new applications as policy allows. The ACTR representative will serve as an IT Specialist for N6, supporting various locations under installation areas of responsibility. The ACTR will manage and coordinate the development of IT standards to be used at a variety of geographically dispersed locations. The ACTR will work with managers and department heads to evaluate the impact of proposed standards and procedures on the accomplishment of the mission goals and objectives. The ACTR will manage the implementation, publication and dissemination of IT technical and procedural standards to customers.


    The candidate shall possess the experience to carry out the responsibilities of the position as listed below:



    • Gather, analyze, and evaluate user requirements; process and submit orders via NGEN contract; track orders, inventories and reconcile items on invoices and billing reports.
    • Gather, analyze and evaluate individual, department or command requirements.
    • Coordinate and carry out regular meetings or site surveys to ensure customer requirements are being captured and identified.
    • Ensure priority projects/tasks are accomplished without adverse effect on regular and recurring assignments, provide guidance on work planning and review, interpretation of guidelines, and other aspects of organizational planning, and management, and maintain records and suspense status reports for all projects/programs and monitor status of ongoing projects.
    • Prepare, coordinate, and conduct program reviews to identify potential systems problems and develop recommendations/take corrective action to improve services.
    • Prepare and submit service orders via the NGEN contract to meet customer requirements and mission.
    • Provide statements of work supporting services requested to the Contract Technical Representative (CTR) on larger projects and review Move/Add /Change (MAC) requests for accuracy prior to submission.
    • Track orders throughout the process to ensure they are completed in a timely manner to meet requirements and keep customers aware of status.
    • Perform verification of pre-invoice and billing reports to ensure accuracy. Ensure new services being ordered, and those suspended, are properly identified and charged.
    • Regularly complete base wide inventory and perform asset tracking of all hardware and software ordered through the NGEN and associated contracts.
    • Plan and manage the delivery of services to customers once ordering process is completed.



    • Plan and deliver customer support services, including configuration, troubleshooting, customer assistance, and training in response to customer requirements.
    • Diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
    • Identify issues that need escalation to ensure customer needs are identified correctly to outside helpdesk or commands that are functionally responsible for problematic area and track until resolved.
    • Provide customer training and ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
    • Address problems, troubleshoot, and provide maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support).



    • Gather, analyze, and evaluate user requirements.
    • Process and submit orders to the Region for processing and funding, track orders, inventory and reconcile items on invoice and billing reports.
    • Process new telecommunications requests either for desktop or cellular services and coordinate with customers to ensure all requirements are being captured and the service being requested meets the needs and mission.
    • Review and inventory services regularly to ensure compliance and accuracy and perform spot checks to verify services.
    • Perform duties as the local liaison with regards to Cable TV, review current services and submit all new requests to the Regional POC for funding and processing and evaluate service requests to ensure compliance with Regional and CNIC policy and directives.
    • Coordinate with local and remote sites for the planning of VTC services and implement standard operating procedures and training on VTC processes.



    • Interpret and implement command policies, directives, and regulations based on guidance from higher headquarters.
    • Review planned management actions to ensure compliance with current regulations.
    • Implement prescribed internal controls to eliminate or minimize the potential for fraud, waste, abuse, mismanagement and inefficiency.
    • Provide guidance on work planning and review, interpretation of guidelines, and other aspects of organizational planning and management.
    • Maintain records and status reports for all projects/programs and monitor status of ongoing projects.



    • Analyze, interpret and apply organization policies, planning principles and methods.
    • Actively participle in the drafting of IT policies and plans.
    • Develop and monitor metrics to evaluate and track accomplishments of IT goals and objectives.
    • Analyze and develop solutions to complex problems ensuring high reliability and optimal availability of applications.
    • Provide guidance in determining the most appropriate methods for delivering services via the internet.


    • Qualified candidate will have:
      • The ability to analyze and evaluate problems and provide recommended solutions to sustain requirements and mission.
      • Senior level experience addressing customer service issues.
      • The ability to develop and track trends in reoccurring issues as they relate to IT services provided and to investigate system malfunctions to determine the cause.
      • Expert level knowledge of the use of commercial off-the-shelf (COTS) software (e.g. Operating Systems, Microsoft Office Suite (Outlook, SharePoint, Access, Word, Excel, PowerPoint) including components to design, develop, and manage systems in a network environment that integrate and make optimal use of commercially available product.
      • Comprehensive knowledge of systems development life cycle methodology to apply a structured approach to optimization and integration of the systems development process from planning and design through implementation and support.
      • Comprehensive knowledge of and skill in application of principles, methods, and procedure for a wide variety of applications, operating systems, protocols and equipment used within customer organizations.
      • The ability to advise and assist customers and provide support that minimizes interruptions in customer's ability to carry out critical business.
      • Knowledge of project management principles, methods, and practices including developing plans and schedules, cost estimating, and reporting on accomplishments.
      • Knowledge of and skill in operating system software principles and methods.
      • Knowledge of current internet technologies, standards, protocols, operating concepts and security implementations.
      • Knowledge of and ability to apply oral and written communications sufficient to represent the command in interactions with other organizations and commands
      • Have a current DoD Secret level clearance
      • An 8570 IAT Level I compliant certification
      • A minimum of eight (8) years of hands-on experience, to include three (3) of the following four (4) areas: Systems Requirements, Operational Requirements, Test & Evaluation, and Training

    Company Overview

    Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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