6+ years in help desk/service desk operations with a compliance focus
Experience in regulatory or compliance program support
Strong knowledge of federal regulatory environments, especially in trade compliance
Ability to communicate policy clearly to stakeholders
Proficient in Microsoft Office Suite and Power BI for reporting
Skilled in collecting and analyzing program performance data
Familiar with federal pilot program evaluations
Must be eligible for Public Trust clearance
Responsibilities
Provide Tier 2 support for eFiling policies and compliance inquiries
Guide participants through the Beta Pilot to complete program implementation
Draft and distribute policy communications via various channels
Analyze inquiries to identify trends and areas needing clarification
Maintain a centralized policy knowledge base for FAQs
Deliver weekly reports and compliance summaries to the EXIS team
Refine reporting dashboards and program metrics for better management oversight
Benefits
Opportunities for professional growth and development
Flexible work arrangements
Collaborative work environment
Access to cutting-edge software and tools
Health and wellness programs
Full Job Description
Experience
Minimum 6 years in:
Help desk/service desk operations (policy or compliance focus)
Regulatory or compliance program support
Stakeholder communications and reporting
Microsoft Office and Power BI for tracking and reporting
Required Qualifications
Strong knowledge of federal regulatory environments, preferably in import surveillance, trade compliance, or public safety.
Experience supporting policy-oriented help desks (answering regulatory, compliance, and program participation questions).
bility to interpret, explain, and communicate policy requirements and procedures clearly to stakeholders.
Proficiency in Microsoft Word, PowerPoint, Excel, Power BI, and SharePoint.
Strong written and verbal communication skills.
bility to collect, track, and report on program performance indicators, FAQs, and stakeholder feedback.
Familiarity with federal pilot program evaluation and compliance monitoring.
Must be able to obtain and maintain a Public Trust clearance.
Preferred Skills
Knowledge of federal policy implementation processes.
Experience with stakeholder engagement and communication campaigns.
Background in program documentation and compliance reporting.
Key Responsibilities
Provide Tier 2 policy help desk support to answer detailed questions from trade participants on eFiling policies, compliance requirements, and procedures.
Guide participants through the voluntary Beta Pilot stage and into full program implementation.
Draft and distribute policy communications and updates via listservs, email templates, and FAQs.
nalyze stakeholder inquiries and feedback to identify trends, recurring questions, and areas for clarification.
Develop and maintain a centralized policy knowledge base for FAQs and Tier 1 hand-off.
Deliver weekly policy status reports, meeting notes, and compliance summaries in collaboration with the EXIS team.
Support the refinement of reporting dashboards and program metrics for management oversight.
