• Elicit, analyze, and document business requirements from OAA stakeholders and translate them into actionable technical requirements. • Serve as the bridge between Government stakeholders, the Program Manager, and the development team. • Maintain ATO artifacts, including System Security Plan (SSP) updates, control narratives, POA&M tracking, and scan evidence. • Ensure ATO artifacts remain current within timeframes specified by the VA Information Security Knowledge Service. • Support sustainment of the active VA umbrella ATO (FIPS 199 Moderate) throughout the period of performance. • Develop and maintain system documentation, process flows, wireframes, site diagrams, and user-facing job aids. • Support Section 508 compliance documentation and accessibility conformance reporting. • Track and report on requirements, deliverables, and compliance status; contribute to the Quarterly Progress Report. • Coordinate with the Data Governance / Data Manager on data definitions and reporting requirements. • Participate in recurring working sessions and ad-hoc meetings with OAA leadership and VA stakeholders.

• Provide remote support for end users across multiple client environments. • Troubleshoot Microsoft 365, Windows, networking, hardware, software, and business application issues. • Resolve technical issues efficiently while maintaining excellent customer service. • Take ownership of tickets from initial contact through resolution. • Support clients remotely through phone, email, and remote access tools. • Assist users with deployments, upgrades, migrations, and day-to-day technical issues. • Work directly with clients in professional business environments. • Build strong relationships through exceptional customer service. • Assist with server, network, and cloud projects. • Participate in Microsoft 365 migrations, workstation deployments, and infrastructure upgrades. • Install and configure business technology solutions remotely. • Document work performed and maintain accurate records. • Monitor client environments and respond to alerts. • Perform system maintenance and routine administrative tasks. • Identify recurring issues and recommend improvements. • Assist in maintaining secure and reliable client environments.

Role Description Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! Key Responsibilities & Activities - Issue Resolution and Technical Requirements - Years of experience in high-level IT support, software engineering, or system administration. - Expertise to go deep into logs, architecture, and configuration for debugging system crashes and persistent performance issues. - Connectivity issues involving routing, DNS, firewall rules, or virtualization layers that Tier 2 cannot resolve. - Handle complex technical cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - High-level technical support handling deep network and device isolation, and escalating verified bugs. - Completely non-scripted problem-solving. - Audio troubleshooting is nice to have as well. - Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, and emerging issues. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. - Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with support priorities. - Contribute to a feedback loop between users, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. Requirements - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. - Effective communication in English (both verbally and in writing) is required. Privacy Agreement By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at this link .

• Support execution of the technical roadmap for the revenue lifecycle across a 10+ tool tech stack • Support and maintain a consistent business rhythm for end users, including provisioning, user support, troubleshooting, and ongoing maintenance. • Support stakeholder requests and communication across the revenue technology stack. • Help identify gaps in processes, integrations, and automations, then recommend improvements and assist with implementation and expansion of our tech stack, including driving the evaluation of new solutions as needed. • Support day-to-day vendor coordination for revenue technology stack tools, including procurement support, renewals, and quarterly business reviews in partnership with IT, Privacy, Legal, and Finance. • Partner with cross-functional teams, including Marketing Operations, IT, Enablement, Privacy and Legal, Revenue Strategy, Sales Strategy, and Sales Data Analytics, to support effective tool implementation, adoption, and aligned reporting definitions. • Partner with Revenue Operations & Strategy to build and maintain reporting and dashboards within revenue tools that improve efficiency, effectiveness, and productivity. • Document workflows, support processes, and troubleshooting guidance to enable first-tier sales support and self-service in an all-remote environment. • Leverage our internal AI solutions to automate and streamline processes both internal to the RevTech team and across GTM workflows.