Travel Helpdesk Analyst

MDW Associates

7d•Onsite

About The Position

MDW is currently seeking a Travel Helpdesk Analyst to support our Missile Defense Agency (MDA) customer in Huntsville, AL. The analyst will provide full-time support to the Missile Defense Agency as a support contractor to the Travel Management Office. The successful candidate will be capable of providing professional customer service and expertise in resolving travel-related issues. This position requires the candidate to be located within 2 hours of Redstone Arsenal (Huntsville), AL as in-person meetings & other on-site requirements may apply. The Travel Helpdesk Analyst may perform a combination of some or all of the following duties:

Requirements

Experience with the Defense Travel System (DTS) is required
Working knowledge and understanding of DoD Travel Policies and Regulations is a must
Candidates for this position must have excellent written and verbal communication skills
Ability to provide superior customer service in challenging circumstances (via phone, e-mail, Skype and in-person) is required
Working knowledge of the MS Office suite is a must
BA/BS in a related field and a minimum of 5 years' experience or a MA/MS in related field and 3+ years of experience is required
Candidates for this position must possess an Active US Security Clearance (Secret)

Nice To Haves

Prior MDA experience is desirable
DTA and GTCC administrator certification is a plus

Responsibilities

Serve as Defense Travel Administrator (DTA) providing expertise to resolve travel related issues via phone, email, and one-on-one service
Interface with Travel Management Company (TMC) and travelers to efficiently arrange their travel authorizations and vouchers
Provide professional customer relations/service and knowledge to the MDA community and other associated DoD entities for cross-organizational travel
Advise travelers on DoD Joint Travel Regulations and the established MDA Travel Business Rules
Perform the duties as an Agency Program Coordinator (APC) for the Government Travel Charge Card (GTCC) system responsible for initiation of new applications, increase of charge limits, the transfer of account to MDA, and other actions as required
Capture and generate daily system issues and metrics
Provide daily coordination and reconciliation of issue status
Expand data collection and metrics reporting as new requirements emerge
Provide executive summary reports, and applicable metrics to facilitate process improvement and issue resolution
Conduct various monthly travel quality assurance reviews
Complete required and directed periodic travel reports to identify errors, anomalies, and statuses, and make necessary travel corrections and updates
Develop and provide classroom and virtual training for required travel tools