Job description
Summary
The PSID Queues Program Analyst analyzes data related to investigation queues within the division to determine how to effectively distribute and redistribute caseloads. A successful PSID Queues Program Analyst must follow ADC LTD NM and PSID policies and procedures and meet the following expectations:
Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation
- Model ADC LTD NM’s core values, policies and procedures and ensure that the same are supported at all times.
- Conduct daily analysis and review of queues, and support general oversight of queues.
- Review and analyze incoming, open, and outgoing investigation volumes, timeframes, prioritization and distribution, and report to their supervisor.
- Query and analyze data to ensure full production and timeliness and to increase efficiency.
- Distribute workloads to personnel in a fair manner.
o Ensure each contract’s investigations stay within contract bounds, not distributed to other contracts, to the greatest extent possible.
- Track and report any distributions outside of the contract for financial data integrity and job costing.
- Monitor case status changes and report any concerns about timeliness and accuracy to their supervisor.
- Query, analyze, and report data to deliver periodic reports to customers based on contractual requirements and special customer requests.
- Conduct queue spot checks as necessary and report the results to their supervisor.
- Identify potential needs for any training and report such needs to the Queues Program Lead.
- Assist with projects and process improvement at the direction of their supervisor.
- Coordinate with PSID and ADC LTD NM personnel as necessary.
- Perform all other duties as assigned.
Education, Experience and Skills
- Proven leadership/mentorship skills.
- Extensive experience with Microsoft Excel and computer databases.
- Excellent organization and prioritization skills.
- Strong analytical skills and detailed-oriented.
- Strong verbal and written communication skills.
o Strong customer service and interpersonal skills.
- Extensive knowledge of ADC LTD NM contracts and contractual requirements.
o Thorough understanding of ADC LTD NM investigative process and procedures.
o Familiarity with federal and ADC LTD NM security standards.
Supervisory Responsibility
This position does not carry any supervisory responsibilities.
Work Authorization/Security Clearance
Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position.
Position Type/Expected Hours of Work
This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MST and 6:00 p.m. MST. Evening and weekend shifts may be required. Exceptions may be made with approval.
Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.
Probation
Six-month probation at start of initial employment and/or when position is new for the employee.
Travel
None.
Benefits
Full benefit package as outlined per ADC policies and procedures.
ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.
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