Customer Support Process Analyst

Job Description

Job Description

Essential Job Functions:

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), requires a Business Process Analyst at the CGFS Customer Support Team. Global Customer Support & Training (GCST) provides customer support help desk services, Knowledge Base article contribution and review and assistance with development of training documentation for overseas financial operations and foreign assistance. The Business Process Analyst of Special Projects serves as a strategic partner to improve operations, analyze processes, and lead initiatives for enhanced process improvement for the CGFS Customer Support Team, reporting to the DOS Manager of the Customer Support Help Desk.

Job Responsibilities

• Serve as a Business Process Analyst of Special Projects, providing specialized support for Foreign Assistance and Global Support operations within GCST, with a focus on complex tasks, process analysis, and strategic project initiatives across the organization.
• Create clear, concise communications, including system updates, broadcast notices, and knowledge base articles.
• Partner with domestic and overseas teams to support process optimization and process improvement initiatives.
• Ensure adherence to ISO 9001 standards and internal quality controls in all support activities.

Skills:

Required skills :

• A four-year degree from an accredited university or college is preferred. A master’s degree and/or CPA or Certified Government Financial Manager (CGFM) certification is highly desirable.
• Experience in staffing and resource allocation for developing, implementing, and supporting diverse tasks such as development of large complex systems.
• Demonstrated experience in business process analysis, preferably in a high-volume environment.
• Strong analytical and problem-solving skills, with the ability to design and recommend actionable process improvements.

Preferred Skills, but not Required :

• Experience supporting financial systems or enterprise software in government or large corporate environments.
• Knowledge of federal accounting and financial management policies, practices, and systems.
  Experience in process analysis, documentation, or system improvement projects.
• Familiarity with platforms such as RFMS Momentum, ILMS, Global Business Intelligence (GBI), or similar enterprise systems.

Proven ability to create clear, actionable technical documentation and training resources that enhance user understanding and drive process efficiency.

Qualifications: (what are the required minimums for the position – Reference L-cat Description)

Minimum Requirements:

Senior level experience of large financial management/accounting systems similar in size, scope, and complexity to the DoS systems; Subject matter experience with accounting and financial management policies, practices, reporting, and operations is desirable; the capability to analyze complex financial systems requirements, problems and issues; and develop, communicate, and implement cost-effective solutions. Also desirable is knowledge of Treasury reporting processes and requirements.

Serves as a technical leader with the Department about contractual or technical matters, serves as technical lead for reports and reconciliation activities, financial systems analysis, the financial management help desks or other functional requirements requiring in-depth technical knowledge of accounting, automated financial management systems and leadership experience to guide contractors.

Work Schedule:

The contractor is expected to work an 8-hour shift on-site between the hours of 6:15 am - 6:00 pm (work schedule will be defined based on the work requirements of the department). The contractor is authorized a non-compensated, 45-minute lunch Monday through Friday, excluding federal holidays observed at the government site. Performance under this task order may require work in excess of the normal forty-hour work week to include weekends as the workload requires and may be scheduled or unscheduled, authorized by your Project Manager and Federal Management. The position is a 100% on-site position in Arlington, VA (5 days in office).