ASM Research

Role Description The Technical Writer - Junior supports enterprise and federal IT environments by creating and maintaining clear, user-facing documentation and knowledge resources for common issues and system functionality. They operate remotely from Texas and the Washington, DC area, collaborating with support and technical teams to capture troubleshooting steps, procedures, and guidance that improve the end-user support experience. At the junior level, they build foundational technical writing skills while working within established documentation standards and tools. - Create and update knowledge base articles, FAQs, basic user guides, and other user-facing documentation that address common issues and workflows in enterprise systems. - Document troubleshooting steps, standard operating procedures, and ticket resolution paths for recurring technical issues, ensuring content is concise and user-friendly. - Use ticketing systems such as ServiceNow or Jira to track user issues, analyze trends, and identify documentation gaps that can reduce repeat incidents. - Collaborate with support teams and technical staff to gather accurate information, validate procedures, and improve clarity and completeness of documentation. - Apply documentation standards, style guides, and templates under guidance to ensure consistency and compliance across content. - Assist in maintaining documentation and knowledge repositories, including basic version control and content review for accuracy and currency. - Support multi-channel user communication (e.g., email, chat, portal content) by drafting written responses and guides aligned with documented procedures. - Learn and apply basic IT concepts, troubleshooting workflows, and knowledge-centered service practices to improve the effectiveness of support content. Qualifications - Bachelor’s degree or equivalent combination of education and experience in a related field. - 0–3 years of experience in technical writing, end-user support, or documentation roles in IT or technical environments. - Demonstrated ability to resolve user requests at a basic support level, document interactions, and contribute to knowledge base content using tools such as ServiceNow or Jira. - Strong written communication skills, including ability to explain procedures and troubleshooting steps clearly to non-technical users. - Familiarity with common hardware, software, and network issues and standard troubleshooting workflows. - Must meet applicable DoD 8140 requirements and hold an active Secret clearance. - U.S. citizenship required to support federal clearance and contract requirements. Preferred Qualifications - Familiarity with IT service management tools (e.g., ServiceNow) and knowledge-centered service (KCS) practices. - Experience supporting IT or software documentation projects, including ticket-based support environments. - Exposure to structured authoring or XML/DITA, especially for the DC-based role. - Basic understanding of accessibility considerations (e.g., Section 508) for user-facing documentation and online help. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Role Description The Technical Writer - Journeyman supports enterprise and federal IT programs by developing, editing, and maintaining clear, standardized documentation for complex systems and processes. They translate technical information from engineers and subject matter experts into accessible materials for diverse user groups, ensuring consistency, usability, and compliance with documentation standards. The role operates remotely from Texas and the Washington, DC area, providing disciplined documentation governance and continuous content improvement in a regulated environment. - Write, edit, and maintain technical documentation including user guides, SOPs, system manuals, status reports, project plans, FAQs, training materials, and online help for technical audiences across enterprise programs. - Establish and enforce style guides, templates, and documentation standards to drive consistency and quality across documentation sets and program deliverables. - Collaborate closely with engineers, application owners, and other SMEs to gather technical inputs and ensure accuracy, completeness, and alignment with system functionality. - Manage documentation lifecycle, including version control, repository organization, and content governance to maintain accessible, current, and auditable documentation libraries. - Use documentation and content management tools (e.g., MadCap Flare, Confluence, SharePoint, or similar platforms) to develop, publish, and maintain documentation. - Conduct document reviews and quality assurance activities to validate clarity, grammar, formatting, and compliance with internal standards and applicable policies. - Incorporate user feedback, usability metrics, and training outcomes into documentation updates to improve usability, accessibility, and effectiveness. - Support training initiatives by developing supplemental instructional materials and coordinating documentation with training plans and user support activities. Qualifications - Bachelor’s degree or equivalent combination of education and experience in a related field. - At least 4 years of experience preparing, editing, and managing program documentation for technical groups in IT or engineering environments, with proven ability to standardize and clarify reporting. - Demonstrated proficiency in technical writing, including organizing complex information, applying style guides, and producing audience-appropriate documentation. - Experience working with documentation or content management tools (e.g., MadCap Flare, Confluence, SharePoint) and common office productivity suites. - Active Secret security clearance at time of hire. - U.S. citizenship required to meet federal clearance and contract requirements. Requirements - Experience with structured authoring and XML-based documentation systems and practices. - Familiarity with accessibility standards such as Section 508 and related usability requirements for documentation. - Background supporting documentation in government or regulated environments, including alignment with applicable standards and policies. - Professional technical writing certification (e.g., STC or equivalent) or advanced training in technical communication. Benefits - Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. - The compensation displayed for this role is a general guideline based on these factors and is unique to each role. - Monetary compensation is one component of ASM's overall compensation and benefits package for employees. Company Description It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. - All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. - All decisions on employment are made to abide by the principle of equal employment.

Role Description The DevOps Engineer / Linux Administrator supports and enhances enterprise Linux environments through automation, infrastructure management, CI/CD pipeline development, and system administration. This role is responsible for maintaining secure, reliable, and scalable Linux-based platforms while partnering with development, security, and operations teams to improve deployment efficiency, system performance, and operational stability. Key Responsibilities - Administer, maintain, troubleshoot, and optimize enterprise Linux environments. - Perform Linux system logging, auditing, patching, and performance tuning across production and non-production systems. - Develop and maintain automation solutions – including providing scripting – for Linux administration and other applications related processes utilizing Jenkins and Ansible Core. - Troubleshoot and manually find and resolve Linux issues. - Build and set up new development tools and infrastructure utilizing knowledge in continuous integration, operational delivery, deployment management (CI/CD), cloud technologies, container orchestration, and security. - Modify existing software and scripts to correct errors, adapt to new infrastructure requirements, and improve performance. - Analyze user needs and technical requirements to determine the feasibility of design and implementation within time and cost constraints. - Collaborate with developers, engineers, security teams, and other stakeholders to design systems and define interfaces, capabilities, and performance requirements. - Build and test end-to-end CI/CD pipelines to ensure the systems are safe against security threats. - Provide accurate and realistic work effort estimates, commit, and deliver results accordingly. - Create and maintain technical documentation, operational procedures, and knowledge transfer materials. Qualifications - 3+ years of experience implementing, administering, and troubleshooting Linux in an enterprise environment including Linux patching with DNF and YUM. - Strong experience building and supporting CI/CD pipelines using tools. Must have strong working knowledge of Jenkins (groovy), Ansible Core (yaml), GitLab CI/CD, FlexDeploy, or similar technologies. - Strong experience with Ansible and Jenkins. - Strong knowledge of DNS/Networking and networking debugging with packet capture. - Strong scripting knowledge in Python, Bash, Zsh, Ksh, Csh. - Strong configuration management knowledge and experience. - Experience working with REST APIs. - Experience working in secure environments. - Experience in an OCI environment on virtual images. - Strong verbal, written, organizational, and process documentation skills. Preferred Qualifications - Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant experience. - Strong hands-on experience with Linux administration, including patching with DNF and YUM, logging, auditing, performance tuning, and issue resolution. - Experience with scripting and automation using several of the following: Python, Bash, Zsh, Ksh, or Csh. - Experience working with REST APIs and integrating automation with external systems. - Strong knowledge of DNS, networking fundamentals, and network troubleshooting, including packet capture analysis. - Experience working in secure environments with a strong understanding of operational discipline and system hardening. - Experience with configuration management and infrastructure automation. - Experience supporting Linux systems in OCI environments using virtual images. - Ability to provide accurate effort estimates, manage assigned priorities, and deliver work as committed. - Strong verbal, written, organizational, and technical documentation skills. - Experience supporting Linux platforms in highly regulated or government-secured environments. - Familiarity with container orchestration, cloud-native deployment practices, and secure CI/CD implementations. - Experience building hardened Linux images and supporting secure software delivery pipelines. - Experience partnering across development, operations, and cyber security teams to improve deployment efficiency and platform reliability. - Proven ability to identify process improvement opportunities and implement automation that reduces manual administration. - Secret clearance required. - U.S. citizenship required. - Ability to work remotely. - No travel required.

Role Description The Cloud Engineer – Junior supports the implementation and maintenance of cloud-based infrastructure in an enterprise environment, focusing on foundational engineering, automation, and security practices under the guidance of senior team members. This role helps provision cloud resources, implement basic Infrastructure as Code, and maintain secure and scalable services across commercial cloud platforms. The position contributes to monitoring, troubleshooting, and cost optimization activities while building skills in cloud architecture, networking, and security. The engineer works closely with more experienced staff to ensure cloud environments remain reliable, compliant, and aligned with client requirements. Key Responsibilities - Assist with provisioning and managing cloud resources across major commercial cloud platforms (e.g., AWS, Azure), following established patterns and guardrails. - Support Infrastructure as Code development and maintenance using tools such as Terraform, ARM templates, or similar automation frameworks. - Implement basic cloud networking configurations including virtual networks, subnets, routing, and connectivity under direction from senior engineers. - Apply foundational cloud security practices including IAM configuration, role and policy management, and access control implementation. - Monitor cloud environments using native tools, assist in triaging alerts, and help troubleshoot performance and availability issues. - Support cloud cost management efforts by identifying unused or underutilized resources and recommending cleanup or right-sizing actions. - Assist in implementing backup, recovery, and basic business continuity processes for cloud workloads in line with enterprise standards. - Document cloud configurations, standard operating procedures, and runbooks to support team knowledge sharing and operational consistency. Qualifications - Bachelor’s degree (or equivalent experience) in IT, Cybersecurity, Computer Science, Information Systems, Data Science, Software Engineering, or a closely related field. - Foundational experience (typically 1–3 years) in cloud engineering or IT infrastructure roles with exposure to at least one major cloud provider. - Basic hands-on experience with cloud resource provisioning, automation, and security concepts in an enterprise or client environment. - Ability to meet DoD 8140 requirements for the role and obtain/maintain an active Secret clearance as required by the client. - US citizenship required to support federal client and clearance requirements. - Ability to work effectively in a remote team environment and follow established engineering standards and procedures. Preferred Qualifications - Cloud foundational certification such as AWS Certified Cloud Practitioner or Microsoft Azure Fundamentals. - Exposure to scripting languages (e.g., Python, Bash) for automation, tooling, or cloud resource management. - Familiarity with container technologies such as Docker and basic orchestration concepts. - Experience working within a federal or enterprise IT environment with structured governance, compliance, and change management processes. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Role Description Responsible for unique or complex information systems and/or information technology projects across more than one discipline, such as: - Application support - Database administration - Software quality assurance/quality control - Software engineering - Network telecommunications - Infrastructure operations of administration, analysis, engineering and design Provides direction to other IT Administrators on the project in a senior administrator capacity. Considered a technical specialist in a variety of IT administrator disciplines. Responsible for the end-to-end management, configuration, and operational oversight of the PingFederate platform within the Ganges project. - Ensures secure, compliant, and highly available identity federation services, supporting both internal and external integrations. - Collaborates closely with cross-functional teams to deliver robust authentication, authorization, and user access solutions while maintaining governance and documentation standards. - Oversees all aspects of PingFederate platform management, ensuring secure, reliable, and highly available identity federation services. - Configuring SAML, OAuth, and OIDC connections. - Developing authentication policies. - Maintaining certificates and compliance with enterprise security standards. - Supporting application integration and troubleshooting. - Monitoring performance and implementing alerting. - Maintaining comprehensive documentation and governance. - Collaborating across technical and business teams on design reviews and modernization initiatives. Qualifications - Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master’s Degree preferred. - 8-15 years of experience in information technology, systems administration or other IT related field. - Advanced knowledge of Microsoft Operating Systems and products that include Microsoft Windows 7 & 8, Windows Servers, Microsoft Office and SharePoint 2013, Microsoft Lync 2013. - Applies standard methodology, techniques, procedures and criteria. - Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems. - Ability to plan and coordinate the deployment of new technology and resolve technical problems individually and as a senior project participant. - Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees/customers. - Ability to consistently meet and exceed expectations and incorporate customer service into all aspects of work. - Advanced experience with Citrix, SAN storage systems, VMware (vCenter). - Experience with a variety of systems to include VMware, Red Hat Enterprise Linux, vCenter, etc. - Experience automating or orchestrating the provisioning of new services. - Advanced knowledge of security policies, requirements, and vulnerabilities. - Proficient in developing infrastructure-as-a-code solutions for continuous deployment. - Working knowledge of token/PIV based authentications, desktop visualization software and directory services, Oracle databases, configuration and auto deployment tools. Requirements - Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. - The compensation displayed for this role is a general guideline based on these factors and is unique to each role. - Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements - It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. - We affirm our commitment to these fundamental policies. - All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. - All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Role Description The Network Engineer, Senior designs, implements, and optimizes complex enterprise network infrastructures that support mission-critical systems in highly regulated government environments. This role goes beyond traditional network engineering and requires a well-rounded infrastructure expert who can troubleshoot and resolve complex connectivity issues across network, server, and application layers. Hands-on problem solver who thrives in high-availability environments and deployment of LAN, WAN, and wireless solutions to ensure resilient, scalable, and secure connectivity across data centers, cloud environments, and remote sites. Oversees advanced troubleshooting and performance tuning for multi-vendor network hardware and software, resolving issues escalated beyond lower tiers of support. The engineer partners with security, systems, and application teams to align network design with zero-trust principles, monitoring strategies, and compliance requirements. This position also provides technical leadership on network roadmaps, technology selection, and major upgrade or migration initiatives. Key Responsibilities - Monitor, troubleshoot, and resolve complex network and infrastructure incidents in a 24/7 NOC environment. - Support design initiatives of end-to-end network infrastructure, including routing, switching, wireless, VPN, and inter-site connectivity across campus, data center, and cloud environments. - Configure and maintain enterprise-class routers, switches, firewalls, and load balancers from major vendors, using best practices for segmentation, redundancy, and quality of service. - Collaborate with server, database, and application teams to resolve cross-functional incidents. - Analyze packet captures, flow data, and logs to determine failure points. - Support and troubleshoot Windows and Linux server environments, including system-level connectivity and performance issues. - Monitor network performance and integrity using flow analysis, SNMP, and packet capture tools, tuning capacity and paths to meet stringent availability and latency targets. - Implement and oversee network security controls such as access control lists, network access control, VPNs, and integration with identity and logging platforms within a highly regulated environment. - Lead resolution of complex, escalated incidents by performing deep protocol-level analysis, coordinating cross-team troubleshooting, and documenting permanent corrective actions. - Design and automate network configuration and change workflows using infrastructure-as-code, templates, and scripting to improve consistency and reduce operational risk. - Mentor junior and mid-level network engineers, reviewing designs and changes, and establishing standards for documentation, monitoring, and change control. - Align network architectures with modern patterns such as SD-WAN, network virtualization, and software-defined networking, and plan migrations from legacy designs. - Drive continuous improvement in monitoring, alerting, and operational processes. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related field, or equivalent relevant experience. - Minimum of 8 years of experience in network engineering or a closely related role supporting enterprise networks. - Strong knowledge of networking principles, including TCP/IP, routing, switching, wireless, network segmentation, and high-availability design. - Hands-on experience configuring and troubleshooting enterprise network platforms from major vendors such as Cisco, Juniper, Palo Alto, Fortinet, or equivalent. - Proficiency with network monitoring, diagnostics, and troubleshooting tools such as packet analyzers, SNMP platforms, flow analysis, and log correlation tools. - Experience supporting secure network operations in government, defense, or other highly regulated environments. - Proven ability to troubleshoot end-to-end connectivity issues across multiple layers (network, OS, application). - Solid understanding of Linux and Windows server administration. - Experience diagnosing DNS, DHCP, and authentication-related issues. - Familiarity with virtualization platforms (VMware, Hyper-V) and cloud networking (AWS, Azure, GCP). - Strong critical thinking and rapid problem isolation skills under pressure. - Professional network certifications such as CompTIA Sec+ and CCNA, CCNP or equivalent advanced vendor credentials. - Candidates must have a current secret security clearance U.S. citizenship required. - Strong analytical, communication, and problem-solving skills, with the ability to manage multiple complex priorities effectively. Preferred Qualifications - Professional network certifications such as Microsoft, ITIL, JNCIS, JNCIP, RHCE or equivalent advanced vendor credentials. - Experience designing and supporting large multi-site networks across telework, campus, data center, and cloud-connected environments. - Familiarity with zero-trust architecture, software-defined networking, SD-WAN, DMVPN, and network automation frameworks. - Background supporting voice, video, and high-throughput mission systems with strict uptime and latency requirements. - Experience creating technical standards, network documentation, and implementation runbooks for enterprise operations teams. Job Specific Skills - Enterprise routing and switching - LAN/WAN architecture - Wireless network engineering - VPN and remote access design - Firewall and network segmentation - Network performance tuning - Packet and protocol analysis - Network automation and scripting - SD-WAN and network virtualization - Incident escalation and root cause analysis

Role Description The Trainer I delivers structured technical training on program applications in classroom, virtual, conference, and field environments. This role supports end-user adoption and effective system use by providing clear instruction, assisting with training event execution, supporting minor updates to existing training materials, and responding to customer-driven training requirements in a travel-intensive operational setting. - Deliver in-person and online training sessions for program applications using approved instructional methods and presentation techniques. - Conduct training for users in classroom, virtual, and team-based environments, ensuring information is presented clearly to beginner and mid-level audiences. - Evaluate training effectiveness through quizzes, surveys, user feedback, and related analysis activities. - Set up and connect mobile classroom environments and coordinate with onsite personnel to resolve basic network and connectivity issues. - Provide input on the development and update of lesson plans, curriculum, SOPs, learning objectives, user guides, instructor guides, handouts, and practical exercises. - Gather information from application functional analysts, application owners, and subject matter experts to recommend updates to training materials and learning content. - Attend customer-requested conferences and support all related logistics, including gathering, shipping, maintaining, and returning booth materials and equipment. - Represent program applications at conference events by discussing system capabilities and benefits with current users and prospective customers. - Make minor edits and revisions to documentation and training materials based on reviews from subject matter experts, writers, and team members. - Adapt quickly to short-notice customer requests, changing training environments, software malfunctions, lack of internet access, and other delivery challenges. - Prepare expense authorizations before travel and complete expense reports upon return. Qualifications - High school diploma or GED. - 0 to 2 years of experience as a teacher, trainer, or help desk professional supporting a technical project. - Equivalent combination of education and relevant experience may be considered. - Strong ability to communicate technical and non-technical information effectively to beginner, experienced, and expert users. - Superior written, verbal, listening, and presentation skills. - Ability to work effectively as part of a team of trainers and support completion of documentation, reports, and training deliverables. - Strong attention to detail and ability to keep training events on schedule. - Strong organizational and interpersonal skills. - Ability to adjust priorities, multi-task effectively, and respond to changing customer needs. - Ability to learn new applications quickly with minimal training. Requirements - Experience delivering training for technical applications in a government, defense, military, or healthcare environment. - Familiarity with adult learning principles and user-focused training delivery methods. - Experience supporting conference events, mobile classrooms, or field-based training activities. - Experience developing or revising instructional materials and training documentation. - Knowledge of Army operations or prior experience in a military healthcare setting. - Experience using Adobe Connect, Adobe Acrobat Pro, and related virtual training or documentation tools. - Exposure to gathering user feedback and collaborating with functional analysts or subject matter experts to improve training content. Job Specific Skills - Instructor-led training - Virtual training delivery - Training material support - Conference support - Adult learner communication - Presentation and facilitation - Mobile classroom setup - Training evaluation - Documentation updates

Role Description The Customer Support & Billing Operations Specialist plays a key role in supporting daily operational workflows by managing billing related email requests, performing database research, assisting with environment testing, and providing customer support. This position goes beyond traditional call center responsibilities, requiring strong analytical skills, attention to detail, and the ability to work across multiple systems and processes. - Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service. - Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested. - Researches and analyzes customer service issues to provide information and solutions in a timely manner. - Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers. - Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc. - Performs analysis of COD borrower data integrity situations identified by Customer. - Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions. - Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures. - Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. - Support Services shall be executed in compliance with processing and program guidelines published by Customer. - Review, process, and respond to billing related emails and service requests with accuracy and timely follow through. - Conduct research within internal databases and systems to resolve inquiries, validate data, and provide detailed information to customers or internal teams. - Collaborate with technical teams to support testing activities in non-production environments, including validating functionality, documenting findings, and reporting defects. - Handle inbound customer contacts through phone, chat, and ticketing systems, ensuring high quality service and issue resolution. - Maintain accurate records of customer interactions, case notes, and research findings. - Identify process issues or recurring customer problems and escalate appropriately for resolution or improvement. - Assist with special projects, operational tasks, and cross team initiatives as assigned. - Follow documented processes and contribute to updating knowledge articles or workflow documentation. Qualifications - Experience in customer service, billing operations, or technical support preferred. - Strong written communication skills for email handling and documentation. - Ability to research and interpret data across multiple systems. - Familiarity with testing environments or quality assurance tasks is a plus. - Strong attention to detail and multitasking ability. - Proficiency with common office software and ticketing or CRM systems. - Ability to work independently while contributing to a collaborative team culture. Requirements - High School Diploma or GED. - 2-5 years or related experience in Customer Service or public relations. Other Job Specific Skills - Excellent customer service skills. - Ability to provide effective customer service and deal tactfully and courteously with the public. - Strong commitment to providing quality service. - Ability to convey enthusiasm, energy and sincerity over the phone. - Exceptional problem solving and organizational skills. - Ability to foster a good working relationship and rapport with customers. - Ability to adapt to new processes or procedures. - Ability to interact effectively with others.

Role Description The Customer Service Specialist I provides routine customer support across inbound calls, outbound calls, email, web chat, and back-office service functions. This role supports customer satisfaction and service level agreement adherence by completing daily operational tasks, assisting with transaction processing, researching customer issues, documenting interactions, and helping resolve processing errors in accordance with established program guidelines. - Provide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service. - Perform back-office support activities to assist Customer Service operations and program requirements. - Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of the customer when required. - Assist customers with award origination and disbursement processing and help identify and resolve related processing issues. - Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issues. - Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities. - Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application. - Perform the required manual process to link each phone communication to the appropriate open case. - Perform manual linking and unlinking of award records and promissory notes or agreements to serve notes. - Analyze COD borrower data integrity issues identified by the customer and support issue resolution activities. - Research and confirm COD processing status for items such as promissory notes, batch status, entrance counseling, exit counseling, borrower information, grant recipient information, and borrower-servicer data. - Execute all support services in compliance with customer processing requirements, published program guidelines, quality expectations, and service level agreements. Qualifications - High school diploma or GED. - 0 to 2 years of call center experience. - 0 to 2 years of customer service, public relations, or related support experience. - Ability to obtain and maintain a security clearance. - Ability to adapt and perform successfully during periods of high call volume. - Ability to provide effective customer service and interact tactfully and courteously with the public. - Strong written and verbal communication skills. - Strong listening skills with the ability to interpret and clarify customer-provided information. - Strong commitment to providing quality service and resolving customer concerns. - Ability to build and maintain positive working relationships and rapport with customers. - Strong attention to detail and accuracy. - Ability to work effectively under pressure. - Ability to convey enthusiasm, energy, and sincerity over the phone. Preferred Qualifications - Experience supporting customers in a call center, contact center, help desk, or service operations environment. - Familiarity with case logging, case updates, and web-based customer service applications. - Experience supporting transaction processing, issue follow-up, or customer outreach activities. - Exposure to batch processing support, data correction activities, or status research in a structured program environment. - Experience working in an SLA-driven customer support setting. - Associate degree or additional training in customer service, communications, business support, or a related field. Job Specific Skills - Customer service support - Call center operations - Case logging and documentation - Transaction processing support - Batch processing issue follow-up - Customer outreach - Data integrity review - Status research and issue resolution - SLA adherence - Written and verbal communication

Role Description As a Rhapsody Architect, you will play a pivotal role in developing and maintaining interfaces that connect the Federal Electronic Health Record to over 2,000 external endpoints. Your responsibilities will include: - Develop and maintain Rhapsody interfaces connecting the Federal Electronic Health Record to 2000+ endpoints - Collaborate with interface design and technical architect teams to provide recommendations on interface designs - Configure, develop, and sustain healthcare interface configurations within the Rhapsody Integration Engine and IDE - Support system scalability and performance improvements for Rhapsody interfaces - Monitor and troubleshoot interface operations to ensure reliability and efficiency - Implement and maintain network security protocols, including TLS 1.2 and certificate-based authentication - Participate in ongoing testing and validation of Rhapsody interfaces - Utilize HL7 V2.x and HL7 FHIR R4 standards for healthcare integration - Apply JavaScript development skills to enhance and customize interface functionality - Ensure compliance with networking and security best practices in all interface solutions Qualifications - Bachelor’s Degree or equivalent relevant experience, Master’s Degree preferred - 12+ years of experience working as a Systems Architect on software or technology implementation projects (or 8+ years of experience with an advanced degree) - Proficiency in JavaScript, XML, JSON, HL7 v2, HL7 v3 (a plus), SOAP, and REST APIs - Strong technical writing skills for creating detailed documentation - Excellent analytical and decision-making skills with a proactive drive to learn and improve - Experience with data integration engines, with Rhapsody experience a must-have - Detail-oriented with a demonstrated ability to maintain accuracy and productivity in a dynamic environment - Strong communication skills for effective collaboration with team members and stakeholders Requirements - Extensive experience in taking program requirements and creating an architecture vision having experience in high volume and high availability networks and systems - Extensive software development experience and thorough knowledge of a variety of programming languages and logic - Ability and willingness to monitor software under development to ensure it meets architecture criteria - Experience in technical project management - Extensive experience in design and development of IT architectures - Extensive experience in large scale design and development of distributed, stateless applications - Experience must include a wide range of work in creating diagrams and documentation with all components that comprise IT systems including network topology - Experience working with an application development team in an agile software development environment - Experience and knowledge of multi-tier and cross-platform architectures - Attention to detail, and a commitment to quality work - Strong communication skills - Experience with architecting enterprise solutions based on REST web services Benefits - Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience - The compensation displayed for this role is a general guideline based on these factors and is unique to each role - Monetary compensation is one component of ASM's overall compensation and benefits package for employees EEO Requirements - It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions - We affirm our commitment to these fundamental policies - All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age - All decisions on employment are made to abide by the principle of equal employment Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.