PCS Portal Specialist

MoveUSA will be the Department's next-generation, unified PCS application - a mobile-first, AI-enabled, data-integrated platform designed to replace legacy systems and serve as the single software solution for every step of the PCS lifecycle: from assignment notification through post-arrival settlement and claims processing. Manage customer inquiry tickets in Outlook and provides reports to the Contracting Officer Representative (COR) and Assistant Contracting Officer Representative (ACOR) as required.

Overview

The Permanent Change of Station (PCS) Office, part of the Bureau of Administration (A), manages relocation services for 7000 Department of State personnel a year.  In collaboration with DT, A Bureau is launching an exciting modernization initiative (MoveUSA), and the PCS Office has a lead development role. 

MoveUSA will be the Department's next-generation, unified PCS application - a mobile-first, AI-enabled, data-integrated platform designed to replace legacy systems and serve as the single software solution for every step of the PCS lifecycle: from assignment notification through post-arrival settlement and claims processing.

In parallel, the PCS Office continues to use current software and respond to customer inquiry based on existing process.  This position is responsible for supplementing the work of the current team of Analysts and Query Team Specialists, guiding employees through the end-to-end relocation process.  In addition to managing move execution, the PCS Specialist provides comprehensive end-user support, assisting both relocating employees and internal staff with system navigation, issue resolution, and process guidance. The role requires strong collaboration with stakeholders to ensure a seamless and efficient relocation experience.  The role may also entail development of workflows, documentation, operating procedure, process requirements.

Responsibilities

What You'll Get To Do:

• Serve as a liaison between customers and service providers and maintains a point of contact (POC) document for the region to ensure continuity of communication.  
• Serve as a customer advocate by efficiently and effectively answering customer questions within 24 hours of receipt and providing information updates to customers.  
• Provide customers with Post Checklist technical assistance. 
• Facilitate and understands the ticketing workflows’ interfacing operations.
• Manage customer inquiry tickets in Outlook and provides reports to the Contracting Officer Representative (COR) and Assistant Contracting Officer Representative (ACOR) as required.  
• Facilitate training for posts on the check-in and check-out processes during the PCS off-season.
• Other duties as assigned.

Qualifications

• High School diploma or equivalent is required.  

• Possesses knowledge in the Department of State PCS Portal, PCS Claims, and PCS process. 
• Possesses a basic understanding of passport and visa processes, and what resources to liaison with for process assistance.  
• Possesses a general understanding of the DOS Shipping Entitlements Basics and DOS Shipping Travel Basics. 
• Experience with Travel Authorizations and how to address errors in the process. 
• Experience in understanding policy as well as effectively communicating policy to others.  
• Active Secret Security Clearance required. 

Preferred Qualifications:

• PCS move experience as a former Department of State Foreign Service Officer or current/former Eligible Family Member (EFM) is highly desired.  
• Experience with US Government (USG) rules and policy in the areas of shipping, travel, claims, or other PCS-relevant areas.  

 Knowledge, Skills and Abilities:

• Interest or experience designing UIs for complex applications (enterprise tools, dashboards, workflows, or similarly involved products).
• Comfort (or strong curiosity) using AI tools to accelerate prototyping and explore design directions quickly.
• A collaborative mindset and the communication skills to present work to stakeholders and fold their input back into the design.
• Must obtain and maintain a Secret clearance.  
• Successfully pass background and drug screening

Estimated Salary/Wage

Up to USD $40.00/Hr.