Everforth ECS is seeking a Product Manager SME to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. 

• This is an entry-level position serving as a first point of contact for warfighters, civilian personnel, contractors, and mission partners who depend on reliable access to WDP platform services and mission-critical data tools across classified and unclassified networks. The Junior Tier-1 Analyst plays a foundational role in maintaining service continuity and user enablement across the WDP enterprise.
• Provides foundational user support across multi-enclave enterprise environments supporting defense missions such as War Data Platform (WDP) Core Integration analytics operations, Joint Force data access initiatives, and Combatant Command information platforms.
• Performs intake and documentation of service requests through ServiceNow and Jira Service Management, completing ticket creation tasks, selecting appropriate categories, and initiating routing actions that maintain workload accuracy and audit visibility.
• Executes basic account services including access requests, identity validation steps, account activation processing, and password reset workflows using Active Directory, AWS Identity and Access Management, and standard provisioning tools.
• Applies structured troubleshooting methods to resolve common issues such as login failures, multifactor authentication difficulties, browser configuration errors, virtual desktop connectivity problems, and standard resource access questions using knowledge articles, predefined scripts, and diagnostic utilities.
• Monitors service queue indicators, response time metrics, and first-contact resolution trends to support operational readiness and maintain alignment with Service Level Objective expectations.
• Escalates unresolved incidents to Tier 2 and Tier 3 teams, providing complete ticket histories, reproduction steps, and contextual notes to reduce time-to-resolution.
• Supports knowledge management activities by suggesting updates to frequently asked questions, identifying gaps in instructional content, and contributing observations that strengthen user enablement.
• Enhances service reliability and customer satisfaction by performing disciplined documentation, consistent task execution, and reliable frontline support for military, civilian, contractor, and mission partner personnel across classified and unclassified networks.
• Performs other duties as assigned.

Qualifications

• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
• 0–3 years of experience in IT help desk, technical support, or a related field; entry-level candidates and recent graduates are strongly encouraged to apply.
• Basic familiarity with IT service management tools such as ServiceNow or Jira, identity and access management platforms such as Active Directory or AWS IAM, or comparable end-user support technologies.