Titan Technologies

• Supervise, coach, mentor, and motivate team members to develop the skills and competencies needed to achieve individual and team performance goals. • Promote a positive, collaborative work environment that encourages accountability, engagement, and continuous improvement. • Monitor agent performance, quality, productivity, attendance, and adherence to established standards by providing timely coaching, recognition, performance feedback, performance evaluations, and corrective action when appropriate. • Support employee development by improving call handling techniques, customer service skills, and technical support troubleshooting while driving overall team performance. • Communicate project updates, policy changes, and operational expectations to staff, ensuring understanding and compliance. • Serve as a liaison between Titan leadership and customer stakeholders by providing timely and accurate operational updates, coordinating daily communications, managing customer and agent escalations, and supporting the successful delivery of program objectives. • Partner with customer representatives and internal leadership to resolve operational challenges, communicate emerging trends, and identify opportunities to improve service delivery and customer satisfaction. • Promote continuous process improvement by encouraging team participation in identifying efficiencies and implementing improvements. • Collaborate with fellow supervisors and management to build consensus, share best practices, resolve challenges, and support department initiatives. • Assist Human Resources and project leadership with recruiting activities, interviewing candidates, onboarding, employee documentation, performance management, and employee separation processes. • Maintain attendance records, process employee documentation, assist with timesheet completion, and submit payroll information as required. • Lead team meetings by preparing materials, facilitating discussions, and communicating meeting outcomes and follow-up actions. • Demonstrate sound business judgment, analytical problem-solving, and effective verbal and written communication while managing multiple priorities independently. • Support department projects, special assignments, schedule adjustments, and other operational needs as business requirements dictate.

• Assist with day-to-day cybersecurity operations for assigned information systems. • Support implementation of the NIST Risk Management Framework (RMF). • Develop and maintain System Security Plans (SSPs), Security Assessment Reports (SARs), Plans of Action and Milestones (POA&Ms), and supporting authorization documentation. • Monitor security controls to ensure continued compliance with NIST SP 800-53. • Participate in continuous monitoring activities and vulnerability management. • Review security scan results from tools such as ACAS, Nessus, or Tenable and assist with remediation tracking. • Support annual security control assessments and Authority to Operate (ATO) activities. • Coordinate with system administrators, network engineers, and application owners to implement security controls. • Assist in security incident reporting, documentation, and corrective actions. • Maintain audit evidence supporting FISMA compliance. • Ensure user access reviews are completed and privileged accounts are monitored. • Participate in configuration management reviews and evaluate security impacts of system changes. • Assist with security awareness activities and policy compliance.

Title: Sr. UI/UX Frontend Software Developer - Hybrid - TS/SCI Department: IT/Technical Job Description: Full-time Hybrid Locations Reston, VA 20190, USA Washington DC, DC, USA Pay or shift range: $170,000 USD to $200,000 USD The salary range provided reflects the budgeted compensation for this position. Final offers are determined based on a variety of factors, including relevant experience, specific skills, education, work location, internal equity, and alignment with current market data. All offers are made in accordance with applicable laws and regulations. Job details Titan Technologies LLC is seeking a talented Senior UI/UX Frontend Software Developer with experience supporting the Federal Government—preferably within DoD or the Intelligence Community. The ideal candidate will have a strong background in front-end development and user experience design, with the ability to translate user needs into effective and efficient software solutions. This role involves developing and enhancing responsive web applications, collaborating with cross-functional teams, and applying design principles to optimize usability and operational performance. This position is Hybrid and requires a TS/SCI/Poly with occasional work at DC/VA/MD secured facilities to work with classified data. Most work will be performed remotely using unclassified network access. Duties and Responsibilities: - Develop and implement responsive web pages and applications for both legacy and modernized systems. - Collaborate with product management, designers, and engineering teams to define and implement innovative UI/UX solutions. - Execute all visual design stages, from concept to final hand-off with engineering. - Conceptualize original ideas that simplify complex workflows and enhance user experience. - Create wireframes, storyboards, user flows, process flows, and site maps to effectively communicate design concepts. - Present designs and milestone deliverables to stakeholders for feedback and approval. - Conduct user research and integrate feedback into iterative design improvements. - Establish and promote design guidelines, best practices, and UI/UX standards. - Analyze user needs and develop or customize software solutions to optimize operational efficiency. - Collaborate on database design within an application area as needed, working independently or as part of a development team. - Help support the development and use of Restful APIs. You MUST have: - Active or recent DoD TS/SCI clearance with Poly - 9+ years of professional UI/UX and frontend development experience - Hands-on frontend development experience with modern JavaScript frameworks, Vue.js preferred - Strong UI/UX design-to-development experience with a portfolio - Experience working in an Agile/Scrum environment - Ability to work hybrid and visit classified facilities occasionally as needed. - 90% of work is remote, from home. Monthly occasional visits to DC/VA/MD area SCIFs for classified work or meetings. It’s GREAT if you also have: - Prior experience supporting DoD or Intelligence Community (IC) programs - Experience aligning user behavior, mission needs, and business goals with technical solutions - Proficiency with HTML, CSS, and responsive design techniques - Experience creating, modifying, and enhancing graphical user interfaces (GUI) - Familiarity with SQL databases and basic database design principles - Ability to implement user stories independently with minimal supervision - Experience with additional frontend technologies such as TypeScript, jQuery, or Python Education: - Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Company Description: Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan Facilities, Inc. and Zen Strategics, design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team! Titan is proud to be a Service-Disabled Veteran Owned Business.

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment. • Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email. • Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support. • Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: - CBP web-based and client-based applications - Email and messaging systems - Mobile devices - Hardware (printers, desktops, laptops, peripherals) - Network connectivity - Workstation login and PIV card issues - Remote access, VPN, and DHS Workplace connectivity • Perform password resets, account unlocks, and initial request intake in compliance with security policies. • Provide first-call resolution using established troubleshooting techniques and approved knowledge articles. • Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods. • Monitor ticket status and proactively communicate updates and resolution progress to customers. • Identify and escalate potential major incidents affecting multiple users. • Participate in major incident bridge calls and communicate customer impact as required. • Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up. • Verify ACE Portal accessibility following scheduled maintenance or outage events.

• Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call. • Perform advanced (second level) remote troubleshooting for mobile device issues, email and Microsoft Outlook accounts, PIV card access, remote VPN access, and remote access using DHS Workplace. • Resolve >=90% of tickets assigned to Tier II (AQL target). • Process >=90% of tickets within 4 hours. • Answer >=80% of transferred calls/chats within 60 seconds. • Perform remote installation and troubleshooting of workstations and peripherals.

• Lead the architecture, design, and implementation of ServiceNow solutions • Translate customer requirements into scalable ServiceNow designs • Serve as the senior technical advisor for ServiceNow projects • Guide platform decisions related to configuration versus customization • Lead discovery sessions, requirements workshops, process design sessions • Communicate complex technical concepts clearly • Provide hands-on support for ServiceNow configuration, development • Ensure delivery teams maintain traceability from requirements to design • Lead CMDB and CSDM design efforts • Ensure ServiceNow solutions align with applicable security requirements • Mentor ServiceNow developers, administrators, business analysts, testers

• Deliver general customer support (90%) and basic Tier 1 technical assistance (10%) • Provide non-technical and technical customer support to end-user community • Answer customer program questions, hardware/software issues, and troubleshoot • Clarify information, research, and provide solutions to customer issues • Address incidents and respond to users in accordance with procedures and Service Levels • Log incidents and service requests into the ticket-tracking system • Provide troubleshooting and resolution via phone, e-mail or remote connectivity • Follow-up with clients to ascertain job satisfaction • Train new Help Desk Coordinators when needed

• Monitor, coach and support program to motivate staff towards achieving results • Ensure staff development of call handling skills to ensure caller support • Provides leadership and direction while maintaining team morale • Ensure staff performance, quality, productivity, and attendance standards are met, post statistics as appropriate • Follow up by monitoring progress, results and taking appropriate counter measures • Encourage continuous improvement and involve others in planned process improvement efforts • Participate as a member of the support team • Support operational projects as needed, including any special assignments/working hours

• Design, develop, test, and maintain software applications and system components supporting business and technical requirements. • Develop and maintain front-end application components using React or similar front-end frameworks. • Build and support back-end functionality and APIs using Python-based technologies and frameworks. • Develop, maintain, and optimize SQL queries, databases, and data structures to support application performance and reporting needs. • Participate in the full software development lifecycle, including requirements analysis, design, development, testing, deployment, and ongoing maintenance activities. • Collaborate with technical teams, stakeholders, and users to understand requirements and translate business needs into technical solutions. • Develop and execute unit tests and support broader testing activities to ensure application quality and reliability. • Utilize source control and version management tools to maintain code integrity and support collaborative development practices. • Support DevOps processes and automated build, integration, and deployment activities where applicable. • Troubleshoot software issues, identify root causes, and implement corrective actions. • Maintain technical documentation, including system designs, implementation details, and operational procedures. • Continuously evaluate and adopt new technologies, tools, and techniques to improve development processes and system capabilities.

• Design, build, and deploy AI-enabled services for the Compendia Data Platform (CDP), including LLM-based NLP capabilities and interoperable (agentic) components. • Develop and maintain evaluation frameworks for LLM - ontology/knowledge base integration, including quantitative metrics, baselines, error analysis, and reporting to support defensible architecture decisions. • Support ontology lifecycle management (modeling, inference, validation, and lifecycle workflows) as the ontology module matures from MVP to GA. • Partner with product and engineering to improve platform stability, performance, and scalability for CDP v1.8 and beyond. • Contribute to proofs of concept (PoCs), demos, and mission-aligned analytics workflows while sustaining LANL delivery commitments. • Stay current on relevant research and emerging patterns for semantic engineering, LLM evaluation, and production AI systems; translate findings into implementable, testable solutions. • Contribute to a high-performing team culture by delivering mission-aligned analytics and software tools that ensure high customer satisfaction and meet strict delivery commitments.