Credence

Oversee incident management lifecycle, coordinate between technical teams and users, and ensure service continuity for the Army Contract Writing System. | Requires 5+ years in ITSM roles, ITIL certification, experience with enterprise systems, and active DoD Secret clearance. | Join a team where innovation meets mission. Our AI, cloud, cyber, and modernization solutions save agencies thousands of hours, safeguard national security, and strengthen health and humanitarian missions worldwide. With 1,700+ team members, 1,500+ AI/data experts, and 100+ prime contracts, we deliver at scale and with purpose. We’ve been recognized as a Top Workplace by the Washington Post for six straight years and named to the Inc. 5000 Fastest Growing Private Companies 13 of the past 14 years. Credence is a welcoming home for those looking to grow and contribute to positive change. We encourage all employees to expand beyond their boundaries, dive into important world-changing Federal challenges. This position is in the Army Contract Writing System (ACWS) program, part of the Defense Integrated Business Systems (DIBS) Program Management Office. The Incident Manager will assist in leading the Service Desk team that supports the ACWS application. This is a managerial role focused on overseeing the entire incident management lifecycle to ensure minimal service disruption to the Army Contracting Enterprise. The successful candidate will manage the flow of work, act as a primary escalation point, and facilitate clear communication between service desk analysts, technical teams, and customers to maintain the accessibility and availability of ACWS for users on the Appian platform. Responsibilities: Manage the tier 3 ticket queue, ensuring efficient distribution, escalation, and resolution of incidents by service desk analysts in accordance with service level agreements (SLAs). Serve as a primary point of managerial escalation for the Service Desk, overseeing the assignment and prioritization of complex user-reported issues within the Appian environment. Act as a key liaison between the Service Desk and development teams, ensuring clear communication and efficient handoff of escalated issues. Serve as a primary point of contact for the Army Contracting Enterprise (ACE) user community, managing customer expectations, communicating service status, and handling escalated concerns. Oversee the triage process for inbound service requests, ensuring tickets are accurately categorized and routed for resolution. Monitor, Analyze and report key performance indicators, support trends and ticket data to identify recurring problems, and proactively recommend system enhancements or user training to reduce future ticket volume. Coordinate the response to mission-critical, high-priority incidents, which may require after-hours availability for escalations, to ensure rapid restoration of service. Represent the Service Desk in stakeholder meetings, including scrum events, to provide status updates on incidents and advocate for service improvements. Coordinate with the ACWS program’s internal teams throughout the project lifecycle. Oversee the development and maintenance of user-facing resources, including training materials and knowledge base articles, to support user adoption and reduce ticket volume. Manage and participate in user events, including training, testing/evaluation sessions, and user acceptance testing. Bachelor’s degree or higher in a relevant field (e.g., Information Systems, Computer Science) or an applicable training certificate from an accredited institution. Security Clearance – Active DoD Secret Clearance - U.S. Citizenship Required. 5+ years of experience in an IT Service Management role (e.g., Incident Manager, Service Desk Manager), preferably supporting enterprise systems. Experience with contract writing systems is highly desirable. Deep understanding of and experience with the ITIL framework, particularly Incident, Problem, and Change Management processes. Experience with an ITSM platform (e.g., ServiceNow, AESMP). Knowledge of the Appian platform, including its operational and maintenance processes. Advanced understanding of the Army Contracting Enterprise user community. Excellent ability to communicate effectively with technical, operational, and management audiences with broad and varied backgrounds. Strong ability to understand complex technical issues in order to effectively manage escalations and communicate with technical teams; direct, hands-on troubleshooting is not a primary duty of this role. Certifications: ITIL certification required. Security+ certification is a plus. Tools: Technical Knowledge: Familiarity with DoD cybersecurity policies, including DoD 8500 series and the Risk Management Framework (RMF) Working Conditions and Physical Requirements: Majority of work currently remote, occasional travel to client and/or customer/stakeholder location within the Washington DC Metro area. After hours work expected. COMP time provided Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Work From Home Wellness Resources

Developing and maintaining web applications with modern frameworks, optimizing performance, and collaborating with teams. | Proficiency in front-end technologies, experience with REST APIs, version control, and responsive design; lacks cloud, security, and backend experience required for the role. | Overview Join a team where innovation meets mission. Our AI, cloud, cyber, and modernization solutions save agencies thousands of hours, safeguard national security, and strengthen health and humanitarian missions worldwide. With 1,700+ team members, 1,500+ AI/data experts, and 100+ prime contracts, we deliver at scale and with purpose. We’ve been recognized as a Top Workplace by the Washington Post for six straight years and named to the Inc. 5000 Fastest Growing Private Companies 13 of the past 14 years. Credence is a welcoming home for those looking to grow and contribute to positive change. We encourage all employees to expand beyond their boundaries, dive into important world-changing Federal challenges. Position Summary We are seeking Software Engineers to design, build, and evolve high-impact, mission-critical platforms supporting federal customers. In this role, you will contribute to and own complex features end-to-end, influence architectural decisions, mentor junior engineers, and help shape engineering standards and best practices across Credence. This is a hands-on role for engineers who enjoy solving hard problems at scale while operating in secure, regulated environments. Responsibilities include, but are not limited to the duties listed below Software Development & Delivery Contribute to and lead end-to-end software development activities including architecture, design reviews, implementation, automated testing, optimization, deployment, and post-production monitoring Enhance shared frameworks, reusable services, and platform components, contributing to CI/CD pipelines, build tooling, container orchestration, and cloud-native runtime environments Champion engineering excellence and modern development patterns, leveraging Credence’s accelerators to enhance delivery quality and ensure projects are executed on time and within scope. Architecture & Technical Strategy Build scalable, secure, and resilient application components, independently owning complex features and cross-cutting architectural concerns Drive design discussions, technical roadmaps, and modernization initiatives, balancing performance, cost, scalability, security, and maintainability Translate complex mission, security, and regulatory requirements into scalable and maintainable software solutions that deliver measurable outcomes. System Reliability, Testing & Validation Conduct root‑cause analysis across distributed systems, diagnosing issues that span application, infrastructure, and pipeline layers to protect uptime and mission continuity. Establish robust testing and observability practices to ensure high-quality releases and maintain customer trust. Leadership & Team Development Provide technical leadership across engineering initiatives, guiding design decisions, architecture reviews, and coding standards. Mentor junior engineers through coaching and structured feedback, promoting a culture of continuous learning and collaborative problem-solving. Cross‑Functional Collaboration Partner with product managers, engineering, security stakeholders, and federal customers to align technical execution with mission outcomes. Work directly with federal customers to understand requirements and translate operational needs into technical solutions. Platform, Tooling & DevSecOps Excellence Enhance and evolve shared frameworks, reusable services, and CI/CD pipelines to support rapid, secure, repeatable delivery. Champion secure coding practices, zero‑trust principles, and compliance with federal cybersecurity frameworks. Innovation & Thought Leadership Stay current with advancements in AI and engineering practices and technologies, incorporating relevant innovations where they add clear value to the platform and mission. Contribute to the evolution of Credence’s engineering maturity and best practices. US Citizenship with ability to obtain/maintain a DoD Secret clearance (Active Secret preferred) Bachelor’s degree in Computer Science, Engineering, or related field—or equivalent hands‑on experience 3+ years of professional software engineering experience. Mid-level engineers (3-6 years); Senior engineers (7+ years). Strong proficiency in modern languages such as Python, Java, C#, Go, or JavaScript/TypeScript Solid foundation in data structures, algorithms, distributed systems, and scalable software architecture Hands‑on experience building RESTful APIs, microservices, and cloud‑native applications (containerized or event‑driven) Experience with AWS, Azure, or GCP, including automation, IAM, networking, and compute services Practical DevOps/DevSecOps skills with CI/CD pipelines, Git workflows, Docker, Kubernetes, Terraform, or similar tools Excellent technical communication and collaboration skills, with ability to influence engineering direction and support production systems in fast-paced, mission-critical environments Preferred: Experience supporting production systems in regulated or compliance-driven environments (e.g., federal, defense, healthcare, or financial systems) is a plus. Familiarity with security frameworks or compliance processes (such as NIST, RMF, FedRAMP, or Zero Trust concepts). Contributions to open-source projects, technical blogs, internal engineering communities, or formal mentorship programs Why This Role & Why Credence Build mission‑critical tech: Work directly with federal customers to understand operational problems and deploy AI solutions that demonstrably improve mission outcomes Grow your career fast in a Top Workplace with strong mentorship and real engineering ownership. Work in a values‑driven culture focused on servant leadership, high performance, and delivering measurable outcomes for our customers. Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Wellness Resources