Data Analysis and Corrections (DAC) Analyst II
*Successful applicant must comply with federal contractor vaccine mandate requirements. *Job Responsibilities:• Reporting to the Program Manager of a Department of Defense contract, the Data Analysis and Corrections Analyst II is responsible for researching and correcting complex data discrepancy within prescribed time limits. Department of Defense handles over 1 million contacts a year and supports the mission of providing benefits to the military and their family. The contact center also supports web sites and applications for the military benefits and security systems.
This is an important role to participate in Department of Defense’s role in supporting military active duty, retirees and their families. Position is located at Fort Knox, KY and some travel for training, conferences, and customer meetings may be involved.Job Duties:• Effectively communicate issues to customers, other analysts, database administrators, internal and external government customers through verbal and written correspondence. • Casework includes full case analysis and resolution of the issue.
May also require coordination with database administrators for data discrepancy and transferring the case back to the originating analyst. • Successful completes Field Support and Beneficiary phone calls on a regularly scheduled basis. • Researches and resolves complex data discrepancies within prescribed time limits while following quality and procedural guidelines. •Work with DAC leadership to help train and develop staff.•Ability to multi-task to help maintain service level agreements across the contract. •Attend client meetings, as well as, travel to different locations for conferences and training.•Resolves problems by clarifying issues; researching and exploring answer and alternative solutions; implementing solutions; escalating unresolved problems.•Responsible to adhering to quality and procedural guidelines. •Updates job knowledge by participating in educational opportunities.•Emphasis on customer-friendly communications and interpersonal "people" skills. Skills and Qualifications: Technology background and proficiencies.
Must have call center and DAC case analysis experience. Knowledge of BST, Service Now, and other government applications. Military systems proficiency. Knowledge and interpretation of the DMDC systems such as RAPIDS, (Training will be provided but proficiency in military personnel concepts and systems is a must). Ability to handle multiple tasks with competing priorities. Strong written skills as correspondence, action items, and documenting are routine in this position. Strong verbal communications skills.
Strong interpersonal skills dealing with team members and trainees to senior level government managers.Education:Proficient knowledge with Tier 1, Tier 2 calls and general case analysis Security Requirements:Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.
