HR Specialist III- USAID (OPS)

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is looking for a qualified HR Specialist (Level III) to support our USAID customer. Are you interested in working in a dynamic environment that offers opportunities for professional growth and new responsibilities? Are you interested in helping clients drive alignment with their business, improve organizational and human resource performance and establish a culture focused on adding business value? That is what the new generation of human resource transformation is all about.

Responsibilities:

As an HR Specialist for our federal sector client in the Human Capital group, you will: 

• Monitor, manage and update service requests (e.g., job announcements, personnel actions, benefits enrollments) based on customer needs and requests; work is to be done within service level agreements set for each service type 
• Track and maintain employee and applicant data in client-specific systems accurately 
• Conduct and document research and process steps as needed by the customer; adopt training and procedures provided and perform work in compliance with standards 
• Consult with the customer on their needs/strategy for completing the work, when appropriate (e.g., hiring or sourcing strategy), document customer priorities and considerations  
• Work in collaboration and partnership with both customers and with team members across the project to complete customer needs; work to cross train on new areas of the HR lifecycle you have not covered before 
• Coordinate resolution of an activity or process directly with customer(s) and other stakeholders 
• Provide technical guidance to customer on resolution of the case and conduct your interactions according to the customer service standards trained 
• Prepare the resolution/research and provide it to the client for review and alignment 
• Communicate with customers on a routine basis, by the expected deadlines provided, so they understand what to expect and the work being done on their behalf 
• Respond to customer inquiries in a timely manner, according to service level agreements 
• Maintain case files within the case management system according to documented procedures 
• Initiate communication and proactive service delivery if you uncover information that wasn’t previously known 
• Apply Human Resources principles, Federal HR laws, regulations, and policies relating to position management and conduct Quality Control practices (peer reviews) on all work as requested 

• Support federal HR organizations and maintain flexibility in meeting mission needs 
• Produce and present reports to executives 
• Understand and respond effectively to complex or sensitive inquiries 

• May be required to audit tickets and their resolutions to confirm the action taken on a particular customer need complies with legal and regulatory selection procedures 
• Assist with other duties as requested

Location: The position is primarily remote, but must be willing and able to travel to USAID HQs in Washington, DC.

Requirements

• 8+ years of federal human resource (HR) and personnel processing (PAR) experience or relevant work experience
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future  
• Must be able to obtain and maintain the required client Facility Access
• Ability to travel for work onsite in Washington, DC  if/as required
• Bachelor's degree 

Preferred: 

• Prior professional services or federal consulting experience 
• Experience with customer service and problem solving
• Knowledge of process and data flows and the ability to identify bottlenecks and suggest streamlining processes or data flows 
• Ability to use Excel to understand data insights, trends, and create visualizations to convey insights 
• Ability to demonstrate how improvements have been suggested and implemented in previous roles due to idea generation/observation of inefficiencies 
• Ability to document t