Primary Responsibilities:
  Receive and process assigned cases from the resource mailbox: triage inquiries, track issues, investigate root causes, prioritize high-visibility cases, and provide timely resolutions and status updates. Â
  Maintain full operational knowledge of the E-Travel System, including authorizations, vouchers, workflows, traveler profiles, routing lists, and system configurations. Â
  Apply FTR and federal travel policies to system transactions and provide consultative guidance on entitlements, per diem, and complex scenarios. Â
  Test new system configurations, analyze impacts, and support implementation. Â
  Generate reports (e.g., via IBM Cognos Analytics), track workload metrics, identify trends, and recommend process improvements. Â
  Create and deliver trainings, client demonstrations, and presentations (in-person or via Microsoft Teams), including senior leadership. Â
  Handle ad hoc requests and projects related to data, processes, configurations, and system enhancements.
Required Skills & Experience:
  3+ years of experience in federal travel support, account management, and/or E-Travel systems operations. Â
  Proficiency in ConcurGov, including authorizations, vouchers. Â
  Strong working knowledge of the Federal Travel Regulation (FTR) and federal travel policies. Â
  Skills in Microsoft Excel (data tracking, analysis, and reporting) and PowerPoint (presentations and trainings). Â
  Proficiency in Microsoft Office suite (Teams, Word, Outlook) and Adobe Acrobat. Â
  Experience with customer service management tools such as JIRA and Salesforce. Â
  Excellent written and verbal communication skills, including the ability to deliver presentations to senior leadership. Â
  Proven ability to manage high-volume workloads, triage issues, and resolve problems independently with strong attention to detail. Â
Qualifications & Education
  Associates's degree in Business Administration, Public Administration, Hospitality, or a related field (or equivalent experience).
  3+ years of experience in travel program support or similar role.
  Demonstrated ability to work independently and collaboratively in a fast-paced environment.
  Ability to support federal compliance and audit requirements.