Role Description Edgewater Federal Solutions is seeking a Business Process Consultant to support a major government client in the Washington D.C. area. This team supports the department-wide E-Travel system used for this government entity. The team provides department-wide E-Travel support services for Headquarters, Field Offices, and the Power Marketing Administrations (PMAs), excluding Bonneville Power Administration. The Integrated E-Travel customer service support team is responsible for the technical support to assist in the identification and resolution of system issues with the vendor through systems testing and helpdesk support. This will involve coordination with Federal points of contact and contractor support staff. In addition, this team supports E-Travel web pages, with the responsibility for assisting in the maintenance of these pages to ensure content is continually updated with current documents and information as well as to ensure a consistent and professional format is provided and easily accessible. Web application hosting efforts involve coordination with a variety of technical personnel, federal POC’s, and user groups for testing. Responsibilities - Assist in technical support and maintenance of the ETS Travel System and in customer outreach to organization and site administrators. - This includes updating existing or creating new routing, funding codes and user accounts. - Assist in the planning and implementation actions related to migration of software system/platform changes. - Participate in testing and verification of accessibility (but not functionality) to E-Travel and other intra-functional ETS vendor systems. - Assist in coordinating access to archived travel documents. - Maintain current knowledge relating to Government regulation changes that impact official travel. - Actively participate in customer help desk assistance requests via the Service Now/DAYS incident tracking system, email, text message, or phone. - Create reports from the ETS system. - Participate in review of travel-related messaging that is shared with the ETS travel user group community regarding the E-Travel system by email. - Provide input for the Monthly User Group Meetings that they attend. - Verify consistency of standard and professional display of web applications and content. - Assist in the travel software support and conduct training provided to the user community via use of web-based reference guides, web and video conferences, organizational briefings, direct training of and assistance to travel support and administrators. - Assist in creating training plans, scheduling events, and conducting the event. - Assist in documentation of technical information and training materials. - Provide input for monthly reports of help desk activity for the E-Travel system and bi-weekly task activity reports. - Assist in task planning and other general technical assistance to the OCBS (Office of Corporate Business Systems). - Participate in Federal Agency-wide E-Travel and travel-related meetings. Qualifications - Bachelor's degree in business management, Computer Science, Information Technology, or other related field. - 3-5 years' experience in production or process management. - Experience in requirements gathering techniques; ability to translate into solutions. - Self-starter with the ability to quickly learn complex business processes. - Ability to multitask and manage multiple small enhancements to large projects in a cross-functional setting. - Excellent communication, presentation, influencing, and reasoning skills to earn support of business leaders, technology leaders, colleagues and vendor representatives. - Work closely with business partners documenting business requirements. - Standard knowledge of Microsoft Windows and Microsoft Office programs. - Strong interpersonal, problem solving, and communication skills. - Certification or Basic Project Management experience are desired. - Proven track record in application development and implementation with demonstrated ability to define solutions in a complex business environment. - Flexibility and adaptability to move quickly from broadly defined user and business requirements to solution frameworks. - Excellent verbal and written communication skills. - E-travel systems (ETS) experience. - Experience providing end-user support in a helpdesk or customer support environment. - Working knowledge of SAP Concur (ConcurGov or commercial Concur Travel) is ideal. - Proficiency in Microsoft Excel, including formulas, formatting, and basic automation (macros). Requirements - Salary: $95,000 - $100,000 Benefits - Paid Time Off & Holiday Pay - Medical Insurance - Dental Insurance - Vision Insurance - Disability, Life Insurance, and AD&D - Flexible Spending Accounts - Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution) - Tuition and Technical Training Reimbursement - Exercise Reimbursement - Computer Reimbursement - Employee Assistance Program