Business Analyst - DOT Job at FEDSYNC in Washington

About FedSync:

Since our inception, FedSync has been driven by the core values of Accountability, Integrity, Teamwork, Value, Innovation, and Quality. These values define who we are. Our vision is to partner with the brightest, most forward-thinking individuals to deliver solutions that anticipate the needs of tomorrow. Our mission is to provide the federal government with innovative and proven solutions, equipping them with the tools and talent necessary to meet future challenges. At FedSync, people matter - both to us and to our clients.

Scope of Work:

The purpose of this task area is to obtain support services for the FMCSA, Office of Registration (MC-RS). This statement of work outlines the role, responsibilities, and duties for three full-time equivalent (FTE) Business Analysts to assist the office in meeting its mission. The staff shall work under the direction of the Deputy Division Chiefs within the office. No travel is expected.

Task Overview:

The Business Analyst shall conduct operational performance reviews key programs and activities the Registration Office performs which are focused on the long-term outlook and commitment to leave a positive lasting impact on operations to service the Office's customers. The Business Analyst shall support current Registration Program operations and assist in developing and implementing change management process as new solutions are implemented. The Business Analyst shall work collaboratively across the Divisions, sharing information to improve customer relationships and ensure successful implementation of projects.

The Business Analyst shall:

• Conduct needs assessments using qualitative and quantitative data, such as key performance indicators and related financial information to develop an operational performance review plan;
• Draft and recommending a systematic approach using proven tools (e.g., statistical samples, trend and/or variance analysis) to make the operational aspects of the business more efficient. The Business Analyst shall ensure root causes are identified, rather than focusing on symptoms to ensure measurable results in the long term;
• Set-up meetings, agenda, take notes and action items with the intent to work with stakeholders to develop solutions that will enable greater ownership of ideas and an ongoing commitment to continuous improvement;
• Write and submit operational performance review reports detailing review activities, findings and outstanding corrective actions that outline responsibilities, timing, and future follow-up to eliminate barriers to the successful implementation of solutions for internal publication subject to Government approval. This also includes the development and maintenance of implementation plans and other documents to ensure solutions are implemented on time;
• Receive, route and draft controlled correspondence for the Office relating to customer inquiries and Congressional requests for information. Work includes coordination with office subject matter experts to ensure that inquiries are addressed in a complete, accurate and timely manner;
• Develop and maintain automated tracking mechanisms to monitor and evaluate contract service level agreements and performance metrics; monitoring metrics, conducting analysis to identify when metrics are falling below service levels and assisting in the remedies to ensure prompt action is taken to address poor metrics; reporting out results on a regular basis and responding to ad-hoc customer service-related metric data requests to ensure activities and projects are monitored; coordinated with appropriate staff to ensure processes are followed;
• Assist Division staff with conducting calibration sessions to share customer service lessons learned and best practices as a result of monitoring customer service agent responses to customer inquiries. Work includes sampling customer incidents, using pre-set evaluation criteria (scorecard) to rate the quality of the incidents and reporting back to Division staff on the results. Work also includes setting up meetings to discuss the outcomes with applicable FMCSA staff and contractors, taking meeting notes and action items and tracking to ensure action items are completed by the due date;
• Provide support in the implementation and process integration of new regulations and IT system deployments within the office. Proactively identify operational risks and recommend appropriate mitigation strategies to ensure regulatory compliance and program efficiency. As needed, support the office's broader operational needs to maintain long-term program sustainability, including but not limited to assisting with CRM incident resolution, analyzing, and managing the Self-Insurance portfolio, and contributing to process improvements across related program areas;
• Assist in conducting quality assurance of Contact Center customer service agents and Contact Center procedures and knowledge management articles (e.g., frequently asked questions, website content) to ensure customer service delivery and quality of information;
• Ensure that the information communicated via the FMCSA Registration website and other platforms is organized and current; making necessary updates to these platforms using FMCSA/USDOT approved software packages;
• Review regulated entity applications for operating authority and other registration-related transactions to ensure that the entity meets safety requirements;
• Document and enhance standard operating procedures used to correctly record and document evidence used in vetting investigations;
• Develop and document key performance indicator metrics to define success and assist in the creation of a dashboard to automate and display metrics that will be used by senior Agency officials; and
• Coordinate with the Registration Office Divisions to respond effectively to inquiries from the general public, the motor carrier industry and FMCSA staff concerning registration matters.

Qualification Requirements:

Business Analysts shall have experience in managing projects from inception to implementation. Program/project management, accounting, financial management and/or internal control education and/or certification is strongly preferred. At least, an associate degree in relevant field (e.g., business administration or science) or completion of two years of university level undergraduate course work at an accredited institution may be a substitute for experience.

Business Analysts must have the following relevant experience:

• Strong interpersonal skills to include working on a team and briefing senior leadership with the demonstrated ability to develop and relay clear, concise communications (both orally and in writing) using correct grammar, spelling, punctuation, style, etc. Demonstrates ability to work independently when needed to develop processes or get answers where there is little to no guidance or expertise in an area;
• Expert knowledge of the Microsoft suite of programs (i.e., Outlook, Word, Excel, PowerPoint, Teams) to create written procedures, policies, training materials, briefings, tracking and analytical spreadsheets. Must also have knowledge in using the SharePoint 360 application (e.g., maintain files, create file locations, update library). Knowledge of Drupal software to make routine website updates is preferred;
• Implement process/procedural changes impacting multiple stakeholders to identify problems and opportunities and ultimately provide solutions (e.g., create process efficiencies, improve understanding of a complex topic, improve internal and external reporting of critical information);
• Use the principles, methods, or tools for developing, scheduling, coordinating, and managing projects and resources, including monitoring and inspecting costs, work, and/or performance.
• Includes performing analysis of data and/or information in legacy, current, and future financial management systems, source documents, tracking systems and physical files; and
• Ability to analyze information (e.g., financial transactions, data from multiple sources) and modify/apply/adapt conventional analytical techniques to solve a variety of complex issues independently to meet deadlines and manage multiple tasks and activities in a busy environment; Familiarity with basic accounting, business, or industry practices are required.

FedSync is an Equal Opportunity Employer:

We do not discriminate based on race, color, religion, sex, gender, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

Acceptable background check including criminal history background check and drug screen.