CMS Transportation - Program Analyst

Significance, Inc.•Baltimore, MD

1d•$92,000 - $100,000•Onsite

About The Position

Significance, Inc. is seeking a CMS Transportation Program Analyst to support a federal program, contingent upon award. The position requires the ability to obtain and maintain a Public Trust. It is open to local candidates and requires onsite work five days per week at the Centers for Medicare & Medicaid Services in Baltimore, Maryland. The analyst will directly support the Transportation Services account management team across all lines of business and, as needed, interact with functional support areas. The role provides regular two-way communication between account support and account management, sharing relevant insights into customer concerns and issues. The analyst helps ensure customer issues are handled efficiently and in accordance with service-level agreements, supports customer satisfaction, and maintains a professional relationship with customers, vendors, and leadership.

Requirements

5–6 years of experience taking detailed meeting notes and publishing meeting minutes.
5–6 years of experience developing and preparing PowerPoint presentations for executive management.
Expert-level Excel skills, including developing macros, integrating Excel into Word documents and/or PowerPoint presentations, and analyzing data.
High proficiency in MS Project, including identifying and documenting tasks, start and end dates, and task dependencies.
Excellent writing skills and ability to simplify complex scenarios.
Excellent interpersonal communication skills.
Excellent data collection, analytical, and report-writing skills.
Exceptional listening and strategic questioning skills.
Ability to interface effectively and diplomatically with a variety of people and work well under stressful situations.
Superior writing skills and ability to write, edit, and manage executive-level correspondence.
Ability to obtain and maintain a Public Trust.

Nice To Haves

Experience with transportation or transit subsidy programs in the federal government.
Experience using Salesforce and SharePoint.
Bachelor's degree or three years of additional equivalent experience.

Responsibilities

Ensure customer issues are handled efficiently and comply with Service Level Agreements (SLAs).
Ensure processes and procedures are completed and quality standards are met.
Use sound judgment and creative thinking.
Conduct regular account reviews as directed to evaluate customer demands and account usage.
Receive and respond to customer or user concerns and questions.
Represent a knowledgeable, efficient, and professional image to customers, vendors, and leadership, and conduct business respectfully and professionally.
Develop and maintain a deep understanding of systems, policies, and processes associated with customer business.
Investigate, track, and resolve customer concerns; identify trends and recommend solutions.
Support overall customer satisfaction for customer accounts.
Provide regular two-way communication between account support and account management, including insights into customer concerns and issues.