Product Support Manager

Product Support Manager Work Role ID: 803 (NIST: OV-PM-003) Category/Specialty Area: Oversee & Govern / Acquisition and Program/Project Management Workforce Element: Cyberspace Enablers / Acquisition

Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.


Items denoted by a * are CORE KSATs for every Work Role, while other CORE KSATs vary by Work Role.

Core KSATs

KSAT ID Description KSAT
22

* Knowledge of computer networking concepts and protocols, and network security methodologies.

Knowledge
108

* Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).

Knowledge
203

Skill in identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Skill
760

Perform needs analysis to determine opportunities for new and improved business process solutions.

Task
801A

Provide enterprise cybersecurity and supply chain risk management guidance.

Task
808

Provide input to implementation plans and standard operating procedures.

Task
840

Review or conduct audits of information technology (IT) programs and projects.

Task
1005

Knowledge of functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes).

Knowledge
1018

Ensure all acquisitions, procurements, and outsourcing efforts address information security requirements consistent with organization goals.

Task
1037

Knowledge of information technology (IT) supply chain security and risk management policies, requirements, and procedures.

Knowledge
1148

Develop contract language to ensure supply chain, system, network, and operational security are met.

Task
1157

* Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity.

Knowledge
1158

* Knowledge of cybersecurity principles.

Knowledge
1159

* Knowledge of cyber threats and vulnerabilities.

Knowledge
5310

Ensure that appropriate SLAs and underpinning contracts have been defined that clearly set out for the customer a description of the service and the measures for monitoring the service.

Task
6420

Knowledge of sustainment technologies, processes and strategies.

Knowledge
6900

* Knowledge of specific operational impacts of cybersecurity lapses.

Knowledge

Additional KSATs

KSAT ID Description KSAT
62

Knowledge of industry-standard and organizationally accepted analysis principles and methods.

Knowledge
69

Knowledge of Risk Management Framework (RMF) requirements.

Knowledge
88

Knowledge of new and emerging information technology (IT) and cybersecurity technologies.

Knowledge
107

Knowledge of resource management principles and techniques.

Knowledge
129

Knowledge of system life cycle management principles, including software security and usability.

Knowledge
296

Knowledge of how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise.

Knowledge
325A

Ability to ensure security practices are followed throughout the acquisition process.

Ability
537

Develop methods to monitor and measure risk, compliance, and assurance efforts.

Task
680A

Lead and oversee budget, staffing, and contracting.

Task
797

Provide advice on project costs, design concepts, or design changes.

Task
811

Provide ongoing optimization and problem solving support.

Task
813

Provide recommendations for possible improvements and upgrades.

Task
834

Resolve conflicts in laws, regulations, policies, standards, or procedures.

Task
949

Evaluate the effectiveness of procurement function in addressing information security requirements and supply chain risks through procurement activities and recommend improvements.

Task
954

Knowledge of import/export control regulations and responsible agencies for the purposes of reducing supply chain risk.

Knowledge
955A

Draft and publish supply chain security and risk management documents.

Task
966

Knowledge of enterprise incident response program, roles, and responsibilities.

Knowledge
970A

Apply cybersecurity functions (e.g., encryption, access control, and identity management) to reduce exploitation opportunities.

Task
979

Knowledge of supply chain risk management standards, processes, and practices.

Knowledge
1003

Develop and document supply chain risks for critical system elements, as appropriate.

Task
1004A

Knowledge of information technology (IT) acquisition/procurement requirements.

Knowledge
1021

Knowledge of risk threat assessment.

Knowledge
1039A

Ability to evaluate/ensure the trustworthiness of the supplier and/or product.

Ability
1061A

Knowledge of the acquisition/procurement life cycle process.

Knowledge
1122

Ability to apply supply chain risk management standards.

Ability
1125

Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.

Knowledge
1127

Knowledge of Import/Export Regulations related to cryptography and other security technologies.

Knowledge
1130

Knowledge of organizational process improvement concepts and process maturity models (e.g., Capability Maturity Model Integration (CMMI) for Development, CMMI for Services, and CMMI for Acquisitions).

Knowledge
1133

Knowledge of service management concepts for networks and related standards (e.g., Information Technology Infrastructure Library, current version [ITIL]).

Knowledge
1143A

Conduct import/export reviews for acquiring systems and software.

Task
1148A

Develop supply chain, system, network, performance, and cyber security requirements.

Task
5010

Act as a primary stakeholder in the underlying information technology (IT) operational processes and functions that support the service, provide direction and monitor all significant activities so the service is delivered successfully.

Task
5150

Coordinate and manage the overall service provided to a customer end-to-end.

Task
5380

Gather feedback on customer satisfaction and internal service performance to foster continual improvement.

Task
5610

Review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up.

Task
5660

Work with other service managers and product owners to balance and prioritize services to meet overall customer requirements, constraints, and objectives.

Task
6070

Ability to conduct and implement market research to understand government and industry capabilities and appropriate pricing.

Ability
6160

Ability to oversee the development and update of the lifecycle cost estimate.

Ability
6290

Knowledge of how to leverage government research and development centers, think tanks, academic research, and industry systems.

Knowledge