Job #: 8360

Title: Program Support Specialist 1

Specialty: Customer Relations and Administrative Support

Location: Vancouver

Application Due Date: 2/14/2018

Additional Position Information

ieSolutions is an Equal Opportunity Employer (EOE). M/F/D/V. Security Clearance Requirement: Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. US Citizenship REQUIRED

Position Overview:

This full-time contract position will work within the Customer Service Reliability Program (TPCR) organization. The TPCR group manages the external and customer interface aspects of North America Reliability Corporation (NERC) Reliability and is the implementing organization for this aspect of compliance. TPCR also provides Western Electricity Coordinating Council (WECC)/NERC) reliability and compliance customer support, communicating directly with external client customers, client Account Executives and client Customer Service Engineers. This position will perform a key support role to the TPCR program by providing logistical and data support and well as provide limited administrative support to the TPCR organization. This position is located in Vancouver Washington.

Position Responsibilities include:

Note: all drafts, documents, materials and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate manager/ or other federal personnel with the authority to do so.

Program Support Responsibilities (Approximately 70% of time):

  • Serve as the Point of Contact (POC) for external Reliability Compliance Customer Requests:
  • Prepare and make recommendations on the implementation of metrics addressing initial Customer Service Reliability Program (CSRP) response times and frequent customer inquiries.
  • Monitor the team email inbox and respond appropriately to both internal and external customer service requests; elevate any complex issues to appropriate federal personnel.
  • Maintain the Customer Service Reliability Program Customer Compliance Request Tracker including daily use and maintenance. Responsibilities include:
  • Track all customer questions, requests and tasks including e-mail chains, attachments and responsible parties.
  • Provide analysis, research and facilitate solutions and responses to approximately 50% of customers’ requests; escalate remaining requests to the Customer Service Reliability Program Supervisor for resolution.
  • Draft reliability-related letters of attestation and other reliability compliance customer documentation.
  • Provide coordination of customer Workshops for the Customer Service Reliability program.
  • Coordinate all aspects of meetings
  • Draft communications for internal and external audiences
  • Attend Subject Matter Expert (SME) meetings; communicate Customer Service Reliability Program updates and initiatives.
  • Maintain the Transmission Reliability Program Crawler (WECC/NERC standards/requirements and customer data management tool):
  • Perform recurring data audits.
  • Assist in requirements gathering and testing for future tool implementation phases.
  • Track customer agreements with reliability/compliance implications.
  • Serve as the POC for annual Transmission Reliability Program projects, including:
  • Customer Compliance Documentation Project:
  • WECC/NERC Reliability Standards Attestations, including metered boundaries
  • Critical Asset Notification
  • SPS-RAS Notification
  • Maintenance & Obligation (M&O) contract annual facilitation/review and attestations
  • Provide coordination for projects and project teams:
  • Use Excel, Visio, MS Project and/or SharePoint, coordinate, analyze, research, communicate, record, problem solve, create metrics, create reports, draft/maintain processes, create schedules, and track continuity of projects to completion.
  • Work with other project teams to gather requirements and assist management with the implementation of new computer applications/systems for use by the Customer Service Reliability Program.
  • Draft PowerPoint presentations and articles for quarterly Reliability Matters update.
  • Provide support to SME’s on Reliability-related Presentations:
  • Convert presentations and documents to multiple formats including PDF’s.
  • Utilize/imbed various forms of media into presentation.
  • Collaborate on the development, coordination, documentation, and communication of the Customer Service Reliability Program Annual Work Forecasting Plan with Customer Service Reliability Program team
  • Identify all recurring responsibilities/tasks performed.
  • Utilize work plan to complete assigned project tasks, such as:
  • Prepare and send out customer notifications
  • Prepare Customer Service Reliability Program data requests
  • Request Compliance documentation

Administrative Support Responsibilities (Approximately 30% of time):

  • Provide formal correspondence quality assurance in accordance to the official Correspondence guidelines.
  • Provide a wide variety of confidential administrative/clerical tasks for the managers and staff for the assigned organization, managers and support staff.
  • Proof, review, and when applicable, draft, correspondence and documents prepared for manager signature and validate conformance of the established administrative policies and regulations, confirm proper coordination and timely compliance with assigned action.
  • Maintain a tracking system of action items to verify timely compliance with scheduled responses or actions.Coordinate and monitor work unit responses to time-critical documents; alert manager / personnel of any concerns or response delays.
  • Respond to questions and complete business according to established policy and/or forward matters requiring action to appropriate staff, following up to verify a timely response.
  • Process and screen incoming and outgoing correspondence to include proof reading, to consist of the following:
  • Review incoming correspondence and forward matters requiring action to appropriate staff.Verify proper coordination and timely completion of assignments.
  • Sort and distribute incoming mail to appropriate recipient(s); as requested, review incoming correspondence.
  • Process outgoing mail and prepare materials for mailing, including providing self-addressed stamped envelopes, when appropriate.
  • Serve as back-up to Tier III and Tier IV level Administrative Assistants as needed.
  • Proactively coordinate managers’ daily Outlook calendars and schedules with full responsibility for scheduling and prioritizing Tier III and IV managers’ appointments, meetings, conferences and calendar:
  • Coordinate appointments, including commitments of time.Advise manager of appointments and other commitments that might have a bearing on future decisions.Demonstrate sound judgment and a solid understanding of issues when advising the manager of upcoming events.
  • Organize, plan, prioritize, coordinate, schedule and verify appointments, meetings (in-person, phone conferences, web-based), conferences, and training for managers and other staff (securing rooms, phone bridges, projection, and other meeting supplies).This may include drafting agenda and other meeting materials and developing background information for review, consideration and finalization by appropriate manager / personnel.
  • Accept meeting invitations, assist with outside visitor requests and schedule interviews.
  • Schedule and arrange meetings, conferences and training, including associated logistics and any necessary equipment (securing rooms, phone bridges, projection equipment, etc.).
  • Assist, compile, organize and verify appropriate files, notes and other materials are in order and ready for use at meetings, appointments, etc.
  • Draft agendas, coordinate speaking points, make arrangements for guest(s) / guest speakers and research and draft background information / materials as requested.
  • Arrange for representation by others if manager’s time and priorities make necessary.
  • As requested, attend and take meeting minutes / notes, transcribe / draft and distribute as appropriate.
  • Inform manager and staff of appointments and other commitments that might have a bearing on future decisions.
  • Assist, compile, organize and verify appropriate files, notes and other materials are in order and ready for use at meetings, appointments, etc.
  • Arrange travel (domestic, invitational and foreign), such as airline arrangements, hotel accommodations, and rental car and shuttle reservations, for Manager, Lead and staff as needed, which may include:
  • Assist in preparing and submitting passport documentation as necessary.
  • Assist management and staff in setting up profiles in the client travel system (currently Concur).
  • Prepare / draft necessary foreign and domestic forms associated with travel.
  • Prepare and process travel authorizations and vouchers for group managers and staff using Concur.
  • Validate that travel is complete and process travel documentation in a timely manner and in accordance with federal and client travel procedures and policies.
  • Track, monitor and notify manager and subject personnel of needed approvals, signatures or other actions to enable timely reimbursement processing and reporting.

Position Requirements:


  • Associates degree in business administration, management, accounting, computer science or a related field is highly desirable. Associates degree in applicable discipline may substitute for 2 years related experience (see below)
  • Bachelor’s degree in business administration, management, computer science, engineering or a related field is preferred. Bachelor’s degree in applicable discipline may substitute for 4 years related experience (see below)
  • Related Experience – A minimum combination of work-related experience, on-the-job training, and/or vocational training is desired. Experience should be consistent with the specific requirements of program/project coordination/control and progressively more technical in nature. Associates or Bachelor’s degrees in applicable discipline may be substituted for a portion of the experience requirements.
  • Minimum Related Experience: Level 1: 6+ years previous work-related skill, knowledge or experience is required (2+ years with an applicable Bachelor’s Degree; 4+ years with an applicable Associate’s Degree).
  • 4+ years of relevant work experience in administrative support functions with Microsoft Office Suite programs such as Word, PowerPoint and Outlook is required. (MS Office 2010 proficiency required)
  • Intermediate proficiency with MS Excel, MS Visio, MS Project and MS SharePoint is required

Technical Requirements:

  • Must be capable of applying a diversified knowledge of data management principles and practices in assigned technical areas.Requires a working knowledge of automated data systems, ability to apply technical skills to situations is required.
  • Possess broad knowledge of program/project policies and procedures involving all phases of project execution from project inception to completion

General Requirements:

  • Excellent communication/interpersonal skills are required.Must demonstrate the ability to work independently with minimal verbal or written instructions.
  • Must be flexible, able to pay excellent attention to detail, work under pressure during periods of peak work volume with flexibility and skills in critical thinking, problem solving, and prioritizing
  • Must be self-motivated, self-disciplined and dependable with excellent teamwork skills.
  • High degree of confidentiality and discretion regarding company proprietary information is mandatory.
  • Must demonstrate accuracy to meet deadlines and willingness to actively learn new skills and apply them to current and future workload as appropriate
  • Ensure proper identification as a contract worker in all communications, correspondence, etc.

Additional Requirements:

  • Up top 5% local travel to/from meetings is anticipated
  • Must possess a valid US Drivers License
  • Up to 5% Overtime may be required
  • The selected candidate will be required to sign a Non-Disclosure Agreement (NDA) as a condition of the contract assignment.
  • This position may be eligible for situational offsite work, subject to the completion of an Offsite Work Memorandum of Understanding.
  • RSA token shall only be utilized when conducting work directly related to the API. Any other work is unauthorized. Contract worker is responsible for the safe-keeping of the issued RSA Token at all times. If the RSA Token is lost or compromised, immediately contact the COTR. All information associated with the work performed offsite must be maintained in the network environment. No client information shall be allowed to be transmitted, stored, and created, etc., on the contract worker’s personal devices. Contract personnel must follow all client and government-wide security, asset management, and cyber security policies and procedures.
  • Offsite work may only be performed within the client service area unless approved by the Labor Management Office (our client).Contract personnel must keep their employer informed of their work location at all times and must coordinate any changes with their employer and our client before the change occurs.

Client Provided Training:

  • Concur
  • SharePoint
  • WECC Systems
  • NERC Systems
  • Client Correspondence

*Note: Attendance at all conferences, workshops, training, etc. must be pre-approved by our client. For any such events, requests will be reviewed on a case by case basis; approval is subject to the most current guidance provided by our client or DOE and is subject to change. Our client reserves the right to negotiate attendance on billable/non-billable hours and reimbursement of travel costs with the supplier. Reimbursable travel costs must adhere to the Federal Travel Regulations and be submitted via an expense sheet.