Program Support Analyst (GSA)

Amivero•Columbia, DC

About The Position

The Program Support Analyst provides comprehensive operational, administrative, and analytical support for exception processing, case management, Board oversight activities, quality assurance, compliance monitoring, and reporting functions. This role is responsible for ensuring the timely and accurate handling of exception requests, maintaining detailed case documentation, supporting Board review activities, tracking program performance metrics, and driving continuous process improvement initiatives. The ideal candidate is highly organized, detail-oriented, analytical, and capable of managing sensitive information while maintaining compliance with established policies, procedures, and records retention requirements.

Requirements

Bachelor’s degree in Business Administration, Public Administration, Criminal Justice, Information Systems, Management, or a related field; equivalent experience may be substituted.
3+ years of experience supporting program operations, case management, compliance, quality assurance, or administrative analysis functions.
Experience managing sensitive or confidential information and documentation.
Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
Experience preparing reports, meeting materials, and executive-level documentation.
Strong written and verbal communication skills.
Proficiency with Google Workspace and Microsoft Office Suite applications, including spreadsheets and reporting tools.
Experience maintaining records in accordance with established retention and compliance requirements.
Strong analytical and problem-solving skills with attention to detail.

Responsibilities

Monitor and process all incoming exception requests from multiple intake channels, including exception mailboxes, partner referrals, hotline inquiries, and other designated sources.
Review and screen intake submissions to confirm eligibility against established selection criteria for Board review.
Coordinate and follow up to obtain all required supporting documentation and materials for case files from various departments’ data sources.
Maintain comprehensive and accurate electronic case files and supporting documentation within designated repositories, including Google Drive.
Ensure all case records are properly documented, organized, filed, and retained in accordance organizational policies.
Track case progress throughout the lifecycle to ensure timely processing and resolution.
Maintain confidentiality and integrity of sensitive case information.
Prepare, organize, and distribute Board Meeting materials, supporting documentation, and case summaries.
Coordinate logistics and administrative support for Board review meetings.
Capture detailed meeting minutes, including Board decisions, lessons learned, action items, and tracked outcomes.
Incorporate Board member and fraud analyst feedback into ongoing process enhancements and operational improvements.
Update and maintain templates, process documentation, and standard operating procedures (SOPs) based on operational experience and stakeholder feedback.
Implement and maintain case tracking mechanisms and reporting tools.
Monitor case processing timelines and average turnaround times to ensure adherence to established service levels.
Track decision outcomes, trends, and performance metrics.
Identify and escalate cases approaching deadlines or requiring additional attention.
Conduct quality assurance reviews to ensure complete, accurate, and consistent documentation across all case files.
Support continuous improvement initiatives through process evaluations and recommendations.
Coordinate with technical points of contact and stakeholders to ensure follow-up fraud checks are completed and properly documented.
Perform quarterly trend analyses of exception cases, including approval and denial rates, escalation trends, fraud indicators, and root cause analysis.
Conduct quarterly audits of exception cases to verify consistency, compliance, and completeness of records.
Execute annual comprehensive reviews of exception management processes and procedures to identify gaps and recommend improvements.
Develop recommendations for operational enhancements, policy updates, and training needs.
Prepare weekly status reports summarizing case activity, tracking metrics, and processing updates.
Develop quarterly Board Management Reports detailing: Number of exceptions processed, Approval and denial rates, Average processing times, Number of indicators and cases identified, Trend analysis, Recommendations for process improvements.
Prepare Annual Assessment Reports including: Comprehensive performance metrics, Policy effectiveness analysis, Process improvement recommendations, Training needs assessments.
Support ad hoc administrative, analytical, and operational tasks as assigned.