CMS Support Specialist

Overview

DecisionPoint seeks CMS Support Specialists to provide daily operational support and customer-facing assistance within an enterprise Content Management System supporting a federal and DoD-aligned mission environment. These positions help resolve CMS-facing issues, support page and template updates, assist users with content-related questions, and ensure smooth content operations across program teams. 

The CMS Support Specialist plays a key role in supporting mission partners by triaging issues, validating fixes, maintaining CMS accuracy, and ensuring that content updates and workflows function as expected. 

These positions are fully remote. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. 

Duties & Responsibilities

The CMS Support Specialist will: 

• Provide daily operational support for CMS users, responding to questions and troubleshooting issues. 

• Assist with updates to templates, pages, content entries, and basic CMS configurations. 

• Triage incoming CMS support tickets, gather details, and escalate to technical teams when required. 

• Support content workflows, publishing processes, and configuration checks. 

• Validate content updates, page rendering, and workflow functionality for accuracy and consistency. 

• Document user issues, resolutions, and operating procedures using ITSM tools. 

• Assist program teams with content queries, best practices, and CMS usage guidance. 

• Participate in regression checks after updates or deployments. 

• Support user access requests, permissions troubleshooting, and account configuration. 

• Contribute to knowledge base articles, quick-reference guides, and user training materials. 

Qualifications

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

Bachelor’s degree in Communications, Digital Media, Web Publishing, Information Systems, or a related field. 

Experience (Required) 

• Minimum 3 years of experience supporting CMS platforms, websites, or enterprise digital systems. 

• Experience assisting users with content operations, templates, workflows, or publishing tasks. 

• Experience troubleshooting user-facing CMS issues and documenting resolutions. 

Technical Knowledge (Required) 

• Familiarity with CMS platforms, page structures, content workflows, and template updates. 

• Basic understanding of HTML, page rendering, and digital content operations. 

• Experience using IT service management (ITSM) tools or ticketing systems. 

Technical Knowledge (Preferred) 

• Experience supporting Section 508 or WCAG accessibility checks. 

• Familiarity with metadata models, taxonomy, or content structure design. 

• Understanding of Agile processes or team collaboration tools. 

Certifications 

Required: 

None 

Preferred: 

• ITIL Foundations 

• Certified ScrumMaster (CSM) or equivalent 

• CMS platform-specific support or admin certifications (if applicable) 

Skills 

• Strong customer service and communication skills. 

• Ability to troubleshoot user issues and provide clear guidance. 

• Strong attention to detail and ability to validate content accuracy. 

• Ability to multitask across multiple support requests in a fast-paced environment. 

• Commitment to responsive, high-quality user support and mission-aligned service delivery. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In acc