Mobility Tools Subject Matter Expert - U.S. Citizenship Required

About the role

The Mobile Tools Subject Matter Expert (SME) supports a cloud-based shared services solution delivering mobile device management and mobile security capabilities to more than 65 government agencies. This role involves working in a dynamic enterprise mobility environment, supporting a diverse customer base, and collaborating with cross-functional cybersecurity and IT operations teams.

Responsibilities

• Provide advanced support for mobile device management and security platforms, including MobileIron, Microsoft Intune, VMware Workspace ONE, Zimperium, and Lookout.
• Support agency mobile tool deployments; troubleshoot escalated issues related to devices, applications, enrollment, configuration, and compliance.
• Create, update, and monitor mobile-related ServiceNow tickets with accurate categorization and timely resolution.
• Use platform documentation and internal knowledge articles to research and resolve customer requests.
• Develop and maintain documentation, configuration guides, and operational procedures.
• Generate reports on device compliance, security posture, enrollment activity, and platform health.
• Contribute expertise to develop new Knowledge Base content.
• Collaborate with engineering, security operations, and service delivery teams to improve mobile services.

Requirements

• To Be Successful In This Role: US citizenship required, successful background check, DHS/CISA EOD/Public Trust clearance.
• Strong interpersonal skills and a customer-focused mindset.
• Clear, effective verbal and written communication skills.
• Ability to collaborate across engineering, operations, and support teams.
• Experience supporting MDM or MAM platforms in an enterprise environment.
• Hands-on experience with at least two major platforms such as MobileIron, Intune, Workspace ONE, Zimperium, or Lookout.

Qualifications

• Bachelor’s degree or equivalent experience.

Skills

• Experience providing Tier 2 or Tier 3 support for mobile platforms.
• Experience supporting enterprise or shared-service mobility solutions.
• Familiarity with mobile security tools and terminology.
• Exposure to ServiceNow or similar ITSM platforms.
• Understanding of mobile configuration, policy management, device compliance, and security enforcement.

Benefits

Competitive compensation, comprehensive insurance options, matching contributions through the 401(k) plan and the share purchase plan, paid time off for vacation, holidays and sick time, paid parental leave, learning opportunities and tuition assistance, wellness and well-being programs.