PCS Portal Specialist

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.

Responsibilities

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.

• Serve as the primary liaison between customers and service providers, maintaining an up-to-date repository to ensure seamless communication and operational continuity. 
• Act as a customer advocate by delivering timely, accurate, and responsive support - addressing all customer inquiries within 24 hours and proactively providing status updates. 
• Demonstrate a comprehensive understanding of both customer-facing and service provider workflows, ensuring efficient navigation and issue resolution. 
• Delivering detailed reports and metrics to the Contracting Officer Representative (COR) and Assistant COR (ACOR) as required. 
• Plan and deliver training sessions on PCS procedures. 

Qualifications

• High school diploma or equivalent is required; additional coursework or certifications in logistics, supply chain, or a related field is preferred. 

• Foundational knowledge of passport and visa processes, with the ability to identify appropriate resources and coordinate with relevant offices for assistance. 
• Working knowledge of DOS Shipping Entitlements and DOS Travel policies, including the fundamentals of shipment and travel authorizations. 
• Working knowledge of the Travel Authorization procedure, including the ability to identify, troubleshoot, and resolve errors in a timely manner. 
• Ability to interpret policies and procedures and effectively communicate complex information clearly to diverse audiences. 
• Coordinate with other stakeholders throughout the Department who have a role in the PCS process; understand their needs and integrations with the PCS process.
• Must obtain and maintain a Public Trust clearance.  
• Successfully pass background and drug screening

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:

• Strong analytical skills and ability to translate complex operational requirements into clear specifications.
• Experience with process improvement, workflow analysis, or system implementation projects.
• Comfort working with technology teams and vendors—you don't need to be a developer, but you should be comfortable with their language.
• Excellent communication skills for presenting ideas to diverse audiences.
• Interest in modernization and innovation, especially emerging technologies like AI.
• Collaborative mindset and ability to coordinate across multiple stakeholders.
• Excellent written and verbal communication skills, with the ability to interact professionally and effectively with customers, stakeholders, and senior-level government officials. 
• Proficiency in standard office and business software applications, including Microsoft Office Suite (Word, Excel, PowerPoint, Access) or comparable tools.  Comfort or strong curiosity for using AI tools to explore design directions is a plus.

Teleworking Permitted?

Estimated Salary/Wage