Order Entry Subject Matter Expert

About the Role

Must possess an ACTIVE Secret clearance to apply. The One 23 Group’s mission is to set the benchmark for excellence in government services, supporting clients in the Department of War, Intelligence Community, and Federal Civilian sectors. The organization emphasizes a people‑first culture, ethical principles, innovative technologies, and process improvements. The position serves as the Subject Matter Expert (SME) for Order Entry / Customer Support Outreach supporting the DISN Consolidated Provisioning (DCP) effort in Columbus, Ohio, providing senior technical and operational support across the provisioning lifecycle.

Responsibilities

• Serve as the technical and operational escalation point for Order Entry / Customer Support Outreach personnel, handling status, process, tool issues, special‑handling orders, approvals, expedite requests, and other complex or unresolved matters.
• Research issues, provide guidance or a recommended path forward, and escalate to the Team Lead when customer dissatisfaction, conflicting government database records, or management action is required.
• Maintain expert working knowledge of Order Entry, provisioning processes, special‑handling requirements, government systems and databases, and related DCP functional interfaces.
• Review complex, unusual, or high‑risk requests for completeness, accuracy, proper documentation, appropriate outreach, and compliance; recommend denial or return and elevate decisions requiring higher approval.
• Manage or support expedite activities by validating requirements, tracking status and dependencies, coordinating with internal and external stakeholders, maintaining documentation, and providing timely updates.
• Provide customer and stakeholder support by researching service‑request status, determining outreach methods, and resolving questions that require deeper review; participate in meetings and act as an alternate technical point of contact.
• Monitor the live Order Entry queue, aging work, suspense dates, special‑handling requirements, workload distribution, and team availability; recommend or implement delegated workload adjustments.
• Lead foundational training and ongoing technical coaching for Order Entry / Customer Support Outreach personnel, establishing consistent processes, tools, documentation, email etiquette, phone practices, approvals, and outreach expectations.
• Conduct refresher or targeted remediation training; review recurring errors and quality concerns; provide corrective coaching and partner with the Team Lead to improve consistency and quality.
• Develop, maintain, and standardize Order Entry technical and operational documentation, including training guides, job aids, SOPs, outreach templates, approval references, escalation paths, tracking methods, and special‑handling guidance.
• Prepare, validate, and maintain operational metrics, trackers, status summaries, and recurring reporting; analyze workload and performance data; support SITREP preparation.
• Identify and develop personnel for expanded responsibilities; assess technical readiness, customer‑service aptitude, and performance; provide mentoring and recommend advanced assignments.
• Perform Order Entry / Customer Support Outreach production work as mission requirements dictate, including validating incoming service requests, confirming funding and requirement completeness, tracking requests, facilitating approvals, conducting outreach, generating or supporting cost estimates, maintaining circuit or service‑request records, and coordinating with provisioning, solution design, government, carrier, vendor, and other functional stakeholders.
• Ensure compliance with 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 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

Work Environment

This role operates in a professional, secure office environment and adheres to all facility, work‑center, and access protocols. Standard office equipment (computers, phones, copiers, filing cabinets, fax machines) is used daily. Government or ICS‑owned equipment and materials are maintained in a safe and secure location. When working remotely, the employee must maintain a safe, ergonomically sound workspace; the organization holds the contractor harmless for injuries to others at the remote location.

Physical / Mental Demands

The position is primarily sedentary but requires occasional mobility and filing tasks, such as moving between locations, lifting files, opening filing cabinets, and bending or standing as needed. The employee must be able to type on a keyboard and use computer monitors for extended periods, read, analyze, and interpret data for long durations, 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 role 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.

Travel

Limited travel is expected, less than 10 % of the time throughout the year.

Education and Experience Requirements

• High School diploma or equivalent.
• Minimum six (6) years of experience in an applicable communications field for Subject Matter Experts (SME) or Master/Senior technicians.
• Minimum active Secret security clearance (must possess an ACTIVE Secret clearance to apply).
• Work authorization consistent with the required security clearance.