Case Management Support Analyst I - Springfield, United States - Amentum

Amentum

Verified Company

Springfield, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Case Management Support Analyst I

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations.

With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world.

Amentum has a workforce of approximately 57,000 people in over 70 countries on all seven continents and is headquartered in Germantown, MD

If you are an experienced Case Management Analyst seeking a way to positively impact U.S.

National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA) We have full time positions supporting TSA's Colorado Springs, CO and Springfield, VA facility for experienced Case Management Analysts who are excited about supporting TSA's role in supporting members of the public enrolling in TSA programs and those with questions about their interaction with TSA's vetting programs to ensure the Security of the nation's transportation systems.

Essential duties and responsibilities for the position include the following:

Triage cases/tickets.
Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
Maintain communication with customers and immediately report any issues or concerns to Program Leads.
Work efficiently from home while staying on task.
Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
Document, track, and monitor customer problems to ensure a timely resolution.
Use Microsoft Office suite to perform job duties.
Courteously handle unsatisfied customers.
Responds to and diagnose problems through discussion with users.
Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and followup steps.
Recommend systems modifications to reduce user problems.

Minimum Experience, Education and Licensure:

Bachelor's degree (BA or BS)

The Basic Qualifications for this position are as follows:1+ years' experience total experience in:

Supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
Handling customers

Reliable, strong internet and WiFi connectivity in a home office environment is a must.

Ability to reach the client's Colorado Springs, CO facility or Springfield, VA by car once a week. (travel reimbursement will NOT be provided for this).

Experience supporting TSA or another Federal Agency is desired but not required.

Minimum Knowledge, Skills and Abilities:

Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.
Express and exchange ideas clearly in the English language, written and verbal
Ability to work effectively and efficiently in a team environment and relate well to others
Ability to show initiative and commitment to the company's goals
Ability to readily adapt to changing requirements
Strong commitment to performing and producing at the highest level of quality at all times
Ability to manage individual workflow effectively
Ability to communicate clearly and effectively with coworkers both in written and verbal communications
Positive attitude focused on customer satisfaction
Attention to detail
Ability to relate to others in a friendly, courteous, and businesslike manner

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects office equipment; use fingers and hands to type or write; reach with hands and arms; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to Lift up to 20 pounds, bend, reach, carry, stoop, kneel, climb, etc.

Work Environment:

This position is Hybrid

HIRING SALARY RANGE:
$33, $40, Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant internal equity, and alignment with market data.)

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical