Case Management Support Analyst II
- Compile metrics on program performance measures and analyze program data for process improvement, for reporting, and to respond to external inquiries.
- Support project activities including, data gathering and analysis, logistical, planning, and documentation support.
- Develop fact sheets, talking points, web content, presentations.
- Perform 508-compliance reviews.
- Support meeting logistics, briefings, minutes drafting.
- Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports.
- Triage cases/tickets.
- Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
- Maintain communication with customers and immediately report any issues or concerns to Program Leads.
- Work efficiently from home while staying on task.
- Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
- Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
- Document, track, and monitor customer problems to ensure a timely resolution.
- Use Microsoft Office suite to perform job duties.
- Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
- Apply effective listening, customer service, and problem resolution skills.
- Courteously handle unsatisfied customers.
- Responds to and diagnose problems through discussion with users.
- Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
- Recommend systems modifications to reduce user problems. Minimum Experience, Education and Licensure: Bachelor's degree (BA or BS) The Basic Qualifications for this position are as follows: Candidates must be able to obtain and maintain a federal clearance at a public trust level 3+ years' experience total experience in: Supporting project activities including, data gathering and analysis, logistical, planning, and documentation support, Performing queue management support including processing cases, emails, phone calls and develop associated queue reports Developing fact sheets, talking points, web content, presentations. Performing 508-compliance reviews. Support meeting logistics, briefings, minutes Collecting, analyze and reference performance measures, develop associated reports and respond to external inquiries Reliable, strong internet and WiFi connectivity in a home office environment is a must. Ability to reach the client's Colorado Springs, CO facility or Springfield, VA by car multiple times weekly. (travel reimbursement will NOT be provided for this). Experience supporting TSA or another Federal Agency is desired but not required. Minimum Knowledge, Skills and Abilities: Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat. Express and exchange ideas clearly in the English language, written and verbal Ability to work effectively and efficiently in a team environment and relate well to others Ability to show initiative and commitment to the company's goals Ability to readily adapt to changing requirements Strong commitment to performing and producing at the highest level of quality at all times Ability to manage individual workflow effectively Ability to communicate clearly and effectively with coworkers both in written and verbal communications Positive attitude focused on customer satisfaction Attention to detail Ability to relate to others in a friendly, courteous, and business-like manner Physical Demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects office equipment; use fingers and hands to type or write; reach with hands and arms; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to Lift up to 20 pounds, bend, reach, carry, stoop, kneel, climb, etc. Work Environment: This position is Hybrid Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Labor Law Posters EEO including Disability/Protected Veterans
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