Position Overview:The Business Analyst shall conduct operational performance reviews key programs and activities the Registration Office performs which are focused on the long-term outlook and commitment to leave a positive lasting impact on operations to service the Office's customers. The Business Analyst shall support current Registration Program operations and assist in developing and implementing change management process as new solutions are implemented. The Business Analyst shall work collaboratively across the Divisions, sharing information to improve customer relationships and ensure successful implementation of projects.
Key Responsibilities:- Conduct needs assessments using qualitative and quantitative data, such as key performance indicators and related financial information to develop an operational performance review plan;
- Draft and recommending a systematic approach using proven tools (e.g., statistical samples, trend and/or variance analysis) to make the operational aspects of the business more efficient. The Business Analyst shall ensure root causes are identified, rather than focusing on symptoms to ensure measurable results in the long term;
- Set-up meetings, agenda, take notes and action items with the intent to work with stakeholders to develop solutions that will enable greater ownership of ideas and an ongoing commitment to continuous improvement;
- Write and submit operational performance review reports detailing review activities, findings and outstanding corrective actions that outline responsibilities, timing, and future follow-up to eliminate barriers to the successful implementation of solutions for internal publication subject to Government approval. This also includes the development and maintenance of implementation plans and other documents to ensure solutions are implemented on time;
- Receive, route and draft controlled correspondence for the Office relating to customer inquiries and Congressional requests for information. Work includes coordination with office subject matter experts to ensure that inquiries are addressed in a complete, accurate and timely manner;
- Develop and maintain automated tracking mechanisms to monitor and evaluate contract service level agreements and performance metrics; monitoring metrics, conducting analysis to identify when metrics are falling below service levels and assisting in the remedies to ensure prompt action is taken to address poor metrics; reporting out results on a regular basis and responding to ad-hoc customer service-related metric data requests to ensure activities and projects are monitored; coordinated with appropriate staff to ensure processes are followed;
- Assist Division staff with conducting calibration sessions to share customer service lessons learned and best practices as a result of monitoring customer service agent responses to customer inquiries. Work includes sampling customer incidents, using pre-set evaluation criteria (scorecard) to rate the quality of the incidents and reporting back to Division staff on the results. Work also includes setting up meetings to discuss the outcomes with applicable FMCSA staff and contractors, taking meeting notes and action items and tracking to ensure action items are completed by the due date;
- Provide support in the implementation and process integration of new regulations and IT system deployments within the office. Proactively identify operational risks and recommend appropriate mitigation strategies to ensure regulatory compliance and program efficiency. As needed, support the office's broader operational needs to maintain long-term program sustainability, including but not limited to assisting with CRM incident resolution, analyzing, and managing the Self-Insurance portfolio, and contributing to process improvements across related program areas;
- Assist in conducting quality assurance of Contact Center customer service agents and Contact Center procedures and knowledge management articles (e.g., frequently asked questions, website content) to ensure customer service delivery and quality of information;
- Ensure that the information communicated via the FMCSA Registration website and other platforms is organized and current; making necessary updates to these platforms using FMCSA/USDOT approved software packages;
- Review regulated entity applications for operating authority and other registration-related transactions to ensure that the entity meets safety requirements;
- Document and enhance standard operating procedures used to correctly record and document evidence used in vetting investigations;
- Develop and document key performance indicator metrics to define success and assist in the creation of a dashboard to automate and display metrics that will be used by senior Agency officials; and
- Coordinate with the Registration Office Divisions to respond effectively to inquiries from the general public, the motor carrier industry and FMCSA staff concerning registration matters.
Qualifications:Required:- Must be a U.S. Citizen
- Associate degree in business administration, business science, or related field
- Experience overseeing work assignments from planning phase through final delivery
- Expert knowledge of Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Teams) and SharePoint 365
- Strong interpersonal skills including ability to work on teams, brief senior leadership, and work independently with minimal guidance
- Demonstrated ability to develop clear, concise communications using correct grammar, spelling, punctuation, and style
- Experience implementing process/procedural changes impacting multiple stakeholders
- Knowledge of project management principles, methods, and tools for scheduling, coordinating, and managing resources
- Ability to analyze information from multiple sources and apply analytical techniques to solve complex issues independently
- Familiarity with basic accounting, business, or industry practices
Preferred:- Program/project management, accounting, financial management, and/or internal control education/certification
- Active Public Trust Clearance
- Knowledge of Drupal software for website updates
- Experience with federal regulatory compliance and vetting processes
- Government contracting environment experience
