Business Analyst II - Travel Industry Experience preferred

Duties / Responsibilities:

• Provide supplemental customer support and issue resolution support for agency issues that are not adequately met or resolved via the ETSNext managed service
• provider support. 
• Work with ETS shared service program staff and agency personnel to mitigate and solve integration issues and position GSA to deal with unforeseen and unpredictable obstacles.
• Develop and maintain tools and processes for collecting customer feedback, tracking and resolving problems, and documenting customer recommendations for ETS enhancements.
• Provide recommendations to accelerate and/or resolve agency issues; escalate interdependency gaps for resolution by Government personnel.
• Monitor the collection of all customer feedback, tracking and resolving problems, and documenting customer recommendations for ETSNext enhancements.
• Provide supplemental training support for agencies. (e.g., role-based job aids, supplemental role-based training, optional training services as requested by agencies from GSA)
• Perform analysis of business and user needs following agile principles.
• Document and track agency needs in product backlog for review with customer support team, product owners and subject matter experts.
• Assess alignment with current requirements, T&E business/process models, user stories, and service configuration documentation, and provide recommendations.
• Document what T&E services meet those needs or initiate draft change request(s).
• Conducts assessment of current and future state needs and related gap analyses. Provide corrective action, as applicable.
• Coordinate user meetings, including meeting preparation, co-facilitation, issue tracking, and meeting documentation.
• Support user story writing and acceptance criteria definitions that support the common processes.
• Provide input to test evaluation plans and test scenarios.
• Review agency-level policies to identify gaps or conflicts with T&E business standards. Recommend revisions to align with T&E business standards.
• Conduct reviews with other travel programs to address dependencies / needs assess impacts to ETSNext on GSA travel program changes, and document needs and/or changes for review with the solution delivery team. 
• Review travel industry changes and technology advances to provide expert commercial best practice guidance to GSA and customer agencies.
• Support integration of TMC services for the ETS Shared Service.
• Support TMC integration analysis and planning.
• Address process alignment issues, and maintain integrated schedule and document processes for TMC transition activities.
• Conduct related test planning and execution.
• Support TMC industry communication engagements to address integration efficiencies and issues.

Minimum Requirements:

• U.S. Citizen.
• Active Public Trust clearance: or the ability to obtain and maintain one.
• Bachelor’s Degree.
• Five (5) years’ experience in business development, re-engineering, or management.
• Demonstrated proficiency in Google Applications, MSOffice, or Smartsheet applications.
• Demonstrated ability to communicate effectively, both orally and in writing. Demonstrated ability to conduct detailed research and analysis of technical data and information.
• 5 years of experience in the Travel Industry