Administrative Assistant

    Washington, DC 20001
    Full-time, Part-time
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    Job Description


    Company Job Title:

    Administrative Assistant


    Background Check


    Washington, DC

    Reports To:

    Program Manager

    FLSA Status:

    Non-Exempt, Full Time, Regular


    The Administrative Assistant will be responsible for several executive and management duties in support of USAID's Management Bureau, Office of Management Services, Headquarters Management Division (M/MS/HMD).

    Duties and Responsibilities:
    • Assist with business process review and mapping;
    • Comprehend and optimize Service Now system to create workflow efficiencies;
    • Run reports and graphically present data trends, including ticket completion and customer service;
    • Draft email templates and telephone scripts for different HMD-related functions;
    • Organize schedules to ensure timely ticketing process and assist with implementation of telephone help desk;
    • Plan and implement a quality improvement program for HMD to improve services;
    • Analyze and visualize data trends;
    • Develop procedures and systems where they are lacking;
    • Develop a change management plan for HMD in collaboration with the Management Bureau's Change
    • Management Contractor/Team;
    • Develop communication plan for the Headquarters Management Division Help Desk;
    • Liaise with Agency Administrative Officers and other stakeholders to improve customer feedback;
    • Analyze and recommend staffing and IT needs to improve HMD customer service;
    • Reviews productivity, monitors problem areas, and oversees implementation of solutions that will eliminate them;
    • Design plans to expand the use of Service Now for other M/MS functional areas, including travel and transportation;
    • Provide an analysis of the existing practices of clients and make recommendations for improvements;
    • Integrate disparate authorities, responsibilities, and stakeholders to achieve collaboration and unified action;
    • Change management and organizational development support to promote long lasting transformational change;
    • Business process reengineering processes;
    • Establish project-specific standards and templates;
    • Create tickets, staff Service Now telephone number as needed, and ensure that the team is a7coordinating well, working to identify and resolve problems;
    • Analyze customer service feedback and implement solutions to issues;
    • Other duties as assigned
    Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
    • High School Diploma or GED
      • Associates degree preferred
    • 5+ years of relevant work experience as an intern, support contractor, government staff, or industry staff with:
      • IT ticketing tool management systems such as Service Now
      • Project management
      • Microsoft Office, including Excel, PowerPoint, and Outlook
      • Vizio, Tableau, and data visualization software
      • Customer-service software systems
    Knowledge, Skills and Abilities:
    • Ability to obtain a secret security clearance
    • Ability to complete individual tasks effectively
    • Ability to work in a team environment
    • Ability to work with difficult people
    • Ability to gather and analyze data effectively
    • Ability to apply critical thinking to a wide variety of problems
    • Ability to comprehend and analyze complex problems
    • Awareness of project design capabilities, including project management, organizational design and mission support optimization, process improvement, performance management, strategy development and transformation, change management, and IT strategy and business architecture.
    • Possession of excellent oral and written communication skills
    Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
    • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
    Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
    • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
    • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
    Chenega Corporation and family of companies is an EOE.

    Equal Opportunity Employer/Veterans/Disabled

    Native preference under PL 93-638.

    We participate in the E-Verify Employment Verification Program.

    Posting ID: 554842778Posted: 2020-05-27