Travel Support Specialist-536287

Delaware Nation Industries • Washington, DC

7d • $104,000 - $109,000 • Onsite

About The Position

The Bureau of Educational and Cultural Affairs (ECA), Executive Office (EX), Procurement and Administrative Services Division (PAS), is seeking contractor support for its E2 travel operations team. Two full-time E2 travel experts—one junior-level and one senior-level—will support the team across E2 operations, passport and visa processing, travel analytics and operational assessments, customer relations, policy, and customer training. The contractor will apply existing E2 and State Department knowledge, industry best practices, and relevant travel operations experience to support ECA, R/PPR, and GEC employees and customers.

The role includes processing travel authorizations and vouchers, maintaining E2 accounts, supporting travel-card compliance, processing diplomatic passport and visa sponsor letters and packages, producing reports and operational assessments, and providing customer support. It also involves drafting local travel policies and standard operating procedures, developing and delivering E2 and State Department travel training, and creating educational materials for customers.

The position operates a dedicated customer support line and provides desk-side support to senior leadership during stated weekday hours. The contractor attends relevant government and State Department meetings, meets quarterly with customer groups to discuss anticipated travel, and reports relevant information to the PAS travel team. The job description notes that duties and responsibilities may change.

Requirements

• Experience booking domestic and international government travel.
• Strong working knowledge of Department of State travel regulations, policies, and procedures.
• Excellent communication and customer service skills.
• Experience with the E2 travel system.
• Active Secret security clearance.

Nice To Haves

• Experience supporting government travel card programs.
• Experience with diplomatic passport and visa processing.
• Experience troubleshooting complex travel-related issues.

Responsibilities

• Review, edit, return, and process travel authorizations and vouchers, including amendments, for ECA, R/PPR, and GEC employees in accordance with government-wide and State Department regulations.
• Attend relevant State Department and government-wide meetings about ECA E2 travel and operations, report pertinent information to the PAS travel team, and update processes as appropriate.
• Maintain ECA, R/PPR, and GEC E2 user accounts and keep user lists accurate and current.
• Monitor travel frequency in E2, enforce travel card use requirements as appropriate, and administer corrective actions related to travel card fraud, waste, or abuse.
• Create, review, and process diplomatic passport and visa sponsor letters requiring the EX Director’s signature, and maintain an archive of signed letters.
• Serve as a named diplomatic courier and retrieve approved diplomatic passport and visa packages from Washington, DC, embassies for customers.
• Run E2 travel reports and compile diverse data sets into user-friendly formats and displays for different audiences.
• Assess PAS travel team staffing and operations, identifying strengths, weaknesses, risks, causes of problems, and potential solutions.
• Assess ECA, R/PPR, and GEC customer travel operations, identifying best practices, weaknesses, impacts on the PAS travel team, mitigation options, and solutions.
• Serve as the E2 expert for ECA, R/PPR, and GEC customers, respond to system questions and concerns, troubleshoot issues, and help customers identify future travel needs.
• Operate a dedicated E2 customer support phone line from 0900 to 1500, Monday through Friday, except federal holidays; respond to requests within one business hour, with most issues expected to be resolved within 24 hours.
• Provide desk-side E2 support to senior leadership at the 2200 C St. NW, Washington, DC location from 0900 to 1500, Monday through Friday, except federal holidays, with the stated response and resolution expectations.
• Meet with customer groups quarterly to identify anticipated travel and report results to the PWS travel team.
• Draft implementable and supplemental local travel policies defining customer, travel team, and E2 roles, responsibilities, and expectations.
• Draft standard operating procedures based on ECA/EX travel operations and existing travel policy.
• Develop and update E2 system training as procedures, system changes, and best practices evolve, and deliver it to customers quarterly.
• Develop and update E2 onboarding training and deliver it to employee groups as needed.
• Develop and update training on State Department travel, including relevant local policies and procedures, and deliver it as new material arises.
• Create general State Department travel educational materials, such as brochures, infographics, and tips, and distribute them through monthly travel-notes emails.

Benefits

• The company covers 100% of employee benefit premiums, including medical coverage with PPO or HDHP options, vision, and dental.
• 401(k) matching.
• Short- and long-term disability coverage.
• Pet insurance.
• Professional development and education reimbursement.
• Parking and transit benefits for NY, NJ, ATL, and DC Metro areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed