This position requires office presence of a minimum of 5 days per week and is only located at customer's site.

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government.   We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services for the full spectrum of operations.

AT&T has an opening for a Service Requirements Officer (non-supervisory) to support the customer’s critical telephony requirements in Chantilly, VA.

Job Duties/Responsibilities:

Service Requirements Officer functions include activities to facilitate user requests for Sponsor-specific voice communications. Activities in support of requirements vetting and adjudication include, but may not be limited to, the following:

• Customer Outreach & Requirements Gathering: Engage with customers to collect, clarify, and document requirements for standard and non-standard service requests through proactive outreach and exchanges. Work multiple issues simultaneously while maintaining professional composure in a fast-paced environment.
• Technical Engagement & Solution Definition: Work closely with Tier-2/3 engineering and Commercial Voice Team (CVT) to translate customer requirements into actionable solution offerings, ensuring technical feasibility and alignment.
• Change Management: Manage request changes to services requirements, assessing their impact on the solution, and communicating updates to relevant teams/stakeholders.
• Stakeholder Coordination: Collaborate and coordinate with all stakeholders (external service providers, customer partners, etc.) to fulfill customer requests. Collaborate with stakeholders to process and complete service order requests within customer-defined SLAs. Manage and operate within established workflow processes to fulfill service requests for MACDs (Move, Add, Change, and Disconnects).
• Validation & Verification: Perform initial testing and validation of external/partner services delivered, as well as accounts and services provisioned to end users, ensuring operational readiness and quality.
• Workflow Coordination & Execution: Manage business workflows across matrixed teams, including the creation of service requests and related tickets with detailed requirements, acquisition/fulfillment of external services, completion notifications, and delivery of instructions or user training.
• Documentation & Process Optimization: Develop and maintain workflow documentation supporting all aspects of service configuration, administration, and operations, regularly updating procedures for efficiency and flow.
• Cross-Training & Team Coverage: Participate in routine cross-training within the Requirements team to mitigate single points of failure and guarantee consistent coverage for all customers.
• Reporting & Communication: Develop and deliver monthly performance metrics. Create reports from the databases and report accomplishments monthly or as needed in support of contract deliverables. Provide updates on milestones, alert leadership to delays, and contribute to resolving schedule conflicts.
• Customer Trouble Escalation & Technical Support: Provide initial triage of any customer operations and maintenance (O&M) trouble reports against services and escalate incidents/issues appropriately with technical team, customer partners or external providers.
• Data Management: Administer data across various customer tools and databases to coordinate tracking of services to maintain data accuracy. Effectively upkeep and correlate data across disparate customer systems to ensure data alignment in the customer’s preferred system(s) of record.
  

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or related field preferred, or equivalent experience.
• Experience in service management, technical support, or requirements gathering roles.
• Strong interpersonal and communication skills with the ability to coordinate across diverse teams and stakeholders.
• Proven analytical and problem-solving abilities.
• Familiarity with network services, voice infrastructure, service ticketing systems, and telephony operations is an asset.
• Ability to create clear documentation and deliver user training.
• Experience with data reporting and metrics development is desirable.
• Detail-oriented, organized, and able to manage multiple tasks simultaneously.

Desired Qualifications:

• Proficiency and experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), associate or bachelor’s degree
• Work multiple issues simultaneously while maintaining professional composure in a fast-paced environment.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.