Nationwide IT Services, Inc.

Software Engineer

• Provide expert support across all phases of software development
• Apply technical expertise and perform in-depth analysis of highly specialized applications
• Conduct high-level functional systems analysis, design, integration, and documentation
• Provide implementation guidance on complex problems requiring advanced subject matter knowledge
• Support software development lifecycle activities, including modeling, simulation, testing, and reporting findings

Engineering Subject Matter Specialist – SME

Network Engineer

• Develops required specifications for simple to moderately complex problems
• Coordinates with the Vendor PM, COTRs, and government user representatives to ensure accurate solutions and user satisfaction on technical matters
• work under general supervision, developing the requirements of a product from inception to conclusion

Senior Network Engineer – WAN

Administration

• manage and maintain virtualized infrastructure for on-premises data centers, DoD, and commercial cloud-based offerings
• perform host, hypervisor, and virtual application software implementations and upgrades
• ensure high availability, security, and integrity of hosts and virtual management applications
• monitor hypervisor, infrastructure, and virtualization applications
• install host and virtualization infrastructure application patches and releases
• troubleshoot system problems on hosts, hypervisors, and virtual infrastructure
• create and maintain accurate system documentation for assigned systems
• assist in capacity planning, performance monitoring, and tuning on assigned virtualized systems
• participate in virtualization disaster recovery planning

Virtual Platform Administrator

• Develops required specifications for simple to moderately complex problems
• Coordinates with the Vendor PM, COTRs, and government user representatives to ensure accurate solutions and user satisfaction on technical matters

Senior Network Engineer – Corporate Enterprise Network, WAN

Systems Engineer

• Responsible for effective provisioning, operation, installation/configuration, and maintenance of systems, hardware/software/related infrastructure with an emphasis on cloud computing technologies and solutions.
• Provide technical support, guidance, and hands-on delivery in the planning, implementation, and ongoing operation.
• Participates in technical research and development to enable continuing innovation within the infrastructure.
• Ensures cloud hosting environments, hosted resources, operating systems, software systems, and related procedures adhere to organizational values and regulatory requirements.
• Documents specifications, project plans, configurations, test plans, and results.
• Depicts complex ideas, issues, and designs to varied audiences; communicates project objectives, scope, and status to project teams.

System Engineer

Database Administrator

• Provide all activities related to the administration of computerized databases.
• Conducts quality control and auditing of databases in a client/server environment to ensure accurate and appropriate use of data.
• Advises users on access to various client/server databases.
• Designs, implements, and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, and statistical methods.
• Applies knowledge and experience with database technologies, development methodologies, and front-end/back-end programming languages (e.g., SQL).
• Performs database programming and supports systems design.
• Includes maintenance of database dictionaries, overall monitoring of standards and procedures, file design and storage, and integration of systems through database design.

Senior Database Administrator – DBA

Program Manager

• Lead overall program execution, ensuring objectives, milestones, and deliverables are achieved on time and within scope.
• Translate client mission into actionable program and technical strategies.
• Oversee schedules, budgets, risk management, and resource allocation for multiple integrated workstreams.
• Maintain documentation, governance, and program reporting aligned with NIS quality and performance standards.
• Serve as the primary point of contact for government, partner, and internal stakeholders.
• Lead program reviews, briefings, and cross-team collaboration sessions.
• Build strong, transparent relationships with clients, vendors, and technical teams.
• Oversee architecture and implementation of Adobe Experience Platform (AEP), GenStudio for Performance Marketing, Journey Optimizer (AJO), Experience Manager (AEM Assets), and Workfront.
• Ensure seamless integration with existing enterprise systems and secure, cloud-native operations.
• Guide data strategy, personalization workflows, and AI-driven automation.
• Optimize campaign performance through analytics, unified data views, and predictive modeling.
• Drive adoption of AI for creative automation, journey orchestration, and real-time analytics.
• Promote the use of simulation and testing tools to validate campaign effectiveness.
• Foster a culture of continuous improvement through data-driven insights.
• Lead and mentor cross-functional teams of developers, analysts, and project leads.
• Ensure alignment between technical teams, business objectives, and end-user needs.
• Manage subcontractor coordination and deliverable quality across partner organizations.

Program Manager – Marketing and Communications Campaign Management System

Operations

• Perform technical and analytical evaluations of telecommunications systems, preparing detailed documentation and reports.
• Develop and deliver briefings and presentations to project stakeholders.
• Lead on-site installation and configuration efforts for telecommunications and network systems.
• Support the development, execution, and monitoring of project plans, ensuring milestones and requirements are met.
• Review work products to ensure accuracy, compliance with design standards, and alignment with user requirements.
• Coordinate closely with Vendor Program Managers, COTRs, and end-user representatives to ensure effective solutions and high customer satisfaction.

Telecomm Specialist – NetOps

• Provide day-to-day supervision and leadership of vendor personnel, ensuring optimal scheduling, task execution, and performance.
• Serve as the primary escalation point to resolve technical and operational issues while ensuring proper allocation of staff and resources.
• Collaborate with government stakeholders, the Vendor PM, CORs, and user representatives to ensure solutions align with mission needs and deliver high customer satisfaction.
• Work under general guidance to design, plan, and execute tasks from initial concept through completion.
• Develop specifications and solutions for firewall and network security requirements ranging from simple to moderately complex environments.

Firewall Administrator – Team Lead

• Provide expert support across all phases of software development
• Apply technical expertise and perform in-depth analysis of highly specialized applications and operational environments
• Conduct high-level functional systems analysis, design, integration, and documentation
• Provide implementation guidance on complex problems requiring advanced subject matter knowledge
• Support software development lifecycle activities, including modeling, simulation, testing, and reporting findings

Engineering Subject Matter Specialist

• Provide day-to-day leadership and management of overall contract support operations, potentially spanning multiple concurrent projects and locations.
• Direct, coordinate, and oversee planning, staffing, and execution of all contract support activities.
• Serve as the primary point of contact for stakeholders and senior leadership, ensuring clear communication and alignment with project goals.
• Develop, establish, and adjust corporate and project management structures as needed to support effective contract execution and performance.
• Demonstrate strong written and verbal communication skills in client and team interactions.

Program Manager – NetOps

Project Manager

• Manage all aspects of the assigned task order, ensuring technical solutions and schedules are implemented efficiently
• Develop and maintain the Task Order Management Plan
• Support onboarding and integration activities for personnel and systems
• Prepare and lead project kick-off meetings
• Provide regular reports and analyses to the Contracting Officer’s Representative (COR), including monthly status reports, application usage reports, cloud planning estimates, and operational recommendations

Task Order Project Manager

Cloud Engineer

• Serve as a cloud security SME , applying RMF and FedRAMP methodologies to assess and secure complex DoD cloud environments
• Design, implement, and validate secure cloud hosting solutions across AWS, Azure, Oracle Cloud Infrastructure (OCI), and Google Cloud
• Develop and maintain deployment specifications , including configurations, test plans, and supporting documentation
• Collaborate with DLA engineers, DISA stakeholders, and vendors to troubleshoot hosting and deployment challenges
• Advise on the implementation of Zero Trust, SCCA, and CAP solutions to meet DoD/DISA directives
• Apply the Cloud Security Requirements Guide (SRG) to ensure compliance in areas such as network security, encryption, tenant isolation, vulnerability assessments, key management, and application firewalls
• Recommend innovative cloud strategies to streamline operations and enhance mission support

Cloud Computing Specialist – SME

• Furnish a detailed SOP that describes processes and procedures for implementing and maintaining high-quality services and deliverables
• Ensure excellent customer experience and meet/exceed standards
• Monitor and ensure staff deliver polite, professional, and effective customer service
• Monitor and ensure staff comply with documented processes and procedures
• Remediation of complaints from customers and other support groups
• Continual service improvement based on trends in AQLs and feedback from customers and other support groups
• Capture and share process improvements and lessons learned; recommend new communication channels at all levels
• Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback
• Develop a framework for capturing and sharing best practices and lessons learned across teams
• Recommend and support implementation of new communication channels to enhance collaboration and transparency

Project Manager I / Quality Control Lead

• Serve as the Contractor’s point of contact (POC) for the COR and senior-level government managers
• Oversee 24x7x365 operations of a global service desk providing Tier 1 support, Account Service Desk operations, and advanced support services
• Ensure world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide
• Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding/offboarding of contract staff
• Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards; monitor workflows and report on service delivery metrics
• Lead quality assurance efforts and maximize First Contact Resolution (FCR); communicate operational events with after-action reporting
• Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership
• Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with CBP requirements
• Oversee training programs for onboarding, refresher, and remedial training
• Drive continual service improvements including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning

Program Manager II

• Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
• Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
• Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.
• Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
• Regularly review training effectiveness and identify opportunities for continuous improvement.
• Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
• Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
• Collaborate with Knowledge Management teams to ensure training content aligns with TSD’s Knowledge Management System (KMS) and service catalog items.
• Support the development of training materials for new technologies or applications requiring TSD support.
• Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.