This Digital Manpower Support & Scrum Lead provides support to the United States Marine Corps, Manpower and Reserve Affairs (M&RA), Manpower Information Technology (MIT) Branch. In this role, you will serve as both a frontline support resource and an Agile delivery leader - bridging the gap between end users, stakeholders, and development teams in support of the Manpower Information Portal (MIP) and Manpower Cloud Services (MCS). You will work jointly with Military and Federal civilian employees to support current and emerging M&RA information technology service and support requirements.
Digital Manpower Helpdesk SupportAs the
Digital Manpower Support & Scrum Lead, you are the first line of defense for end users across the M&RA enterprise:
- Serve as initial point of contact for end-user technical issues (phone, self-service portal, etc.) in relation to the MIP suite of applications.
- Triage, document, and resolve technical support requests related to MIP and MCS systems.
- Administer user accounts and access permissions across multiple internal applications, ensuring proper authorization and compliance with organizational security policies.
- Escalate unresolved issues to the appropriate technical teams, ensuring detailed diagnostic notes, and track resolution to completion.
- Deliver timely, clear communication to users regarding ticket status and resolution.
- Support operation and maintenance of IT applications within M&RA's purview.
- Provide technical training and onboarding support for new applications to ensure operational efficiency.
- Maintain Standard Operating Procedures (SOPs) to align with current workflows and service delivery standard.
- Test application updates and bug fixes to verify changes function as intended and meet customer's requirements.
Requirements GatheringThe
Digital Manpower Support & Scrum Lead plays a critical role in shaping the future of M&RA's digital ecosystem:
- Elicit, document, and validate IT and business requirements from Military personnel, Federal civilians, and key stakeholders.
- Translate business needs into actionable user stories and technical requirements for development teams.
- Support new application development as well as maintenance and enhancement of legacy MIP applications.
- Help drive the migration of legacy systems to a microservices-based architecture aligned with M&RA's Zero Trust strategy and DevSecOps framework.
Scrum Master DutiesThe
"Scrum Lead" in this title isn't just a label - it's a core function of the role:
- Facilitate Agile/Scrum ceremonies including sprint planning, stand-ups, sprint reviews, and retrospectives.
- Guide development teams in applying Scrum values and Agile best practices within the DevSecOps CI/CD framework.
- Identify and remove impediments that block team progress.
- Serve as a liaison between product owners and development teams to ensure priorities are clearly understood and delivered.
- Foster a culture of continuous improvement across the digital manpower support team.
- Track change requests and patching schedules to ensure updates are implemented as planned.
SharePoint Knowledge Management- Design, build, and maintain SharePoint sites to support knowledge management and internal collaboration for the MIT Branch.
- Organize documentation repositories, SOPs, and reference materials to ensure content is current and accessible.
- Support the Manpower Support Application (MSA) and user interface development efforts as needed.
- Utilize Power Apps and Power Automate to track, manage, and automate workflows for incoming support tickets.
- Train team members on SharePoint features and best practices.
Required Qualifications- Certified Scrum Master (CSM) or equivalent Agile certification.
- Experience supporting IT helpdesk operations in a DoD or government environment.
- Demonstrated experience in requirements gathering and documentation.
- Proficiency with Microsoft SharePoint administration and knowledge management.
- Familiarity with DevSecOps, CI/CD pipelines, and cloud-native application environments.
- Strong written and verbal communication skills.
- Experience with Agile project management tools such as Jira, Git, or Confluence.
