User Engagement SME

Open Systems Technologies Corporation is a leader in the government contracting marketplace, providing Enterprise Security and Cloud Computing solutions to support large organizations. Our capabilities include supplying federal government entities and private businesses with software development, scientific and engineering technical assistance, systems integration, and enterprise security.

About the role

We are seeking a highly skilled User Engagement SME to support a large-scale Agile software development program for a government client. This role serves as a critical bridge between end users, product teams, and program leadership, ensuring that mission needs, operational constraints, and user requirements are accurately captured, validated, and translated into actionable backlog items.

As a User Engagement SME, you use your specialized experience and attention to detail to ensure end users are connected to the system and that stakeholder priorities are evaluated and met. This is a chance to broaden your skillset into areas like mission awareness, technical mastery, relationship and trust building, and managing multiple expectations. As a technical leader, you’ll identify new opportunities to help your clients meet their toughest program adoption challenges.

Responsibilities

• Lead user engagement activities throughout the Agile development lifecycle, ensuring user perspectives influence product outcomes.
• Capture, validate, and translate user needs and operational requirements into clear, actionable stories and backlog items.
• Collaborate and act as a liaison between cross-functional teams, including product owners, engineers, and leadership, to align solutions with mission outcomes.
• Design and implement engagement strategies that align with user needs, behaviors, and feedback.
• Facilitate forums to gather and analyze user feedback from multiple channels such as surveys, reviews, and support tickets.
• Work with developer teams to incorporate insights into improvements.
• Turn user feedback into strategic action, build lasting relationships, and drive both satisfaction and business outcomes.
• Document feedback in requisite systems to track outcomes and update status to users.

Requirements

• 6+ years of experience with user engagement, including user onboarding, UX/UI design, and product adoption
• 4+ years of experience supporting the intelligence community
• Experience working in fast-paced environments where user-centric insights directly influence program success
• Ability to work closely with users or operators to engage them with the requisite systems or tools, help them understand functionality and problem solve issues, interface effectively with government customers, external organizations, and internal teams, and provide resources to ensure users' needs are met, so they can maximize system capabilities
• Ability to identify and execute forums to engage users in system functions, provide information or training, and promote system benefits
• Ability to use forums to collect user feedback, adjudicate with the customer, and follow processes to route feedback to developers
• Ability to advocate for users and translate their feedback into actionable changes, stay informed with evolving user behaviors and platform trends, and persuade teams to adopt engagement-focused initiatives
• Ability to work effectively with remote teams, use available collaboration tools to ensure connection with stakeholders is consistent, and distill complex technical information into clear, logical, and concise summaries
• TS/SCI clearance with a polygraph
• Bachelor’s degree

Qualifications

• Experience with space domain awareness
• Experience with systems engineering
• Ability to effectively brief and interface with government customers and leadership
• Excellent verbal and written communication skills
• Excellent organization, analytical, and interpersonal skills
• UX, Analytics, or Digital Marketing Certification

Benefits

• 3 weeks paid time off
• 11 Federal Holidays
• Medical/dental coverage
• Short-term disability (STD)
• Long-term disability (LTD)
• Life Insurance
• AD&D (Accidental Death & Dismemberment)
• 401k with up to 4% match and immediate vesting
• End-of-year profit sharing
• Technical training and certifications
• Relocation assistance