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Provides Tier 2 technical support for MC&FP digital platforms by troubleshooting complex web, authentication, search, and user workflow issues. Reproduces errors, analyzes root causes, documents incidents in ITSM tools, coordinates escalations, supports outage triage, updates knowledge-base materials, and communicates resolutions to users. The role also validates platform changes, identifies recurring issues, and recommends service improvements. It is fully remote but requires an active Secret clearance supported by a Tier 3 investigation and ITIL Foundation certification.

Develop KPI frameworks, track SLA performance, analyze operational data and alerts, and produce recurring reports for a federal and DoD-aligned mission environment. Validate and reconcile data across sources, support dashboard and engineering teams, identify trends and anomalies, and provide actionable insights and executive summaries. The role also maintains reporting standards, documents analytical processes, and supports operational and leadership decisions.