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Travel Systems Technician
Location:
Bethesda, MD
Description:
Travel Systems Technician Summary Seeking an experienced customer service and systems professional to serve as a primary point of contact for performing technical and account management tasks as they pertain to the Federal Government's on-line E-Travel System (currently ConcurGov). The ideal candidate must be a quick learner, eager to obtain new knowledge, and highly proficient at communicating information to customers, coworkers and executives in a concise and professional manner. This position is located in Bethesda, Maryland and will be hybrid with 2-3 days required on-site. This position requires 5+ years of account management experience as well as 5+ years of demonstrable systems experience. Advanced Excel and PowerPoint skills are required. A strong ability to create and present trainings for client demonstrations also requisite. Experience with ConcurGov is preferred but not required, and candidates with ConcurGov experience must be able to demonstrate proficiency real-time during the interview process. Position Responsibilities: Responsible for providing knowledgeable, prompt, and comprehensive customer support. Travel System Technicians will: Customer Support Queue (CSQ) case management: Ensure all customer cases are handled in an accurate, efficient manner. Investigate and identify root cause of system and/or user errors; provide resolution pathway. Identify and prioritize high visibility and/or major issues. Determine CSQ process gaps and propose solutions. Processes: Follow processes currently in place as directed. Suggest potential areas of improvement. Create training documents (where needed) and perform trainings. Systems: Have full knowledge of E-Travel system including system access, document creation, workflow and document completion. Understand system configurations (currently ConcurGov and Common Transportation Integration Platform) and how they work together to affect system performance. Apply configuration knowledge to case/issue research and resolution. Test new configurations as they are delivered and provide analysis. Policy: Learn the Federal Travel Regulation (FTR) and associated policies/regulations. Apply policies as required in the E-Travel system. Reporting: Create and run travel related reports via reporting tool (currently IBM Cognos Analytics). Analyze and consolidate report data as needed. Presentations: Create and deliver trainings (internal and external). Deliver travel-related presentations to small and large groups of people either in person or on-line (Microsoft Teams). Use observational skills to follow non-verbal cues. Engage active listening skills. Ad hoc projects and assignments: Proactively resolve customer concerns and/or system issues. Volunteer for ad hoc projects and assignments when needed. Complete projects by due date. Quickly respond to client ad hoc requests for data, presentations, processes, configuration changes, etc. Skills and Qualifications : Advanced proficiency with software applications such as Microsoft Teams, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and Adobe Acrobat. Experience with customer service management solutions such as JIRA and Salesforce. Experience delivering exceptional customer service via phone, email, in-person and via on-line meeting applications. Ability to manage multiple priorities and complete work with minimal supervision. Excellent written and verbal English communication skills. Ability to create and maintain accurate, accessible and organized documentation. Ability to demonstrate strong attention to detail and complex problem solving. Organizational and time management skills. Education: Bachelor's degree in one of the following fields or related studies preferred: Business Administration Communications Computer Science Information Technology Training certificates from professional organizations are a plus. Clearance: In order to obtain required security clearance, candidate must be a US citizen or have resided in the U.S. for the past 3 consecutive years. Starry Associates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law Job Posted by ApplicantPro
Company:
Starry Associates
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Travel Systems Technician
Travel Systems Technician is a Jobs Technician Job at Starry Associates located in Bethesda MD. Find other listings like Travel Systems Technician by searching Oodle for Jobs Technician Jobs.
Travel Systems Technician is a Jobs Technician Job at Starry Associates located in Bethesda MD. Find other listings like Travel Systems Technician by searching Oodle for Jobs Technician Jobs.