Electronic Work Request System (EWRS) Administrator

Consensus Solutions, LLC is seeking a full-time, on-site Electronic Work Request System (EWRS) Administrator to support a federal government client in Huntsville, Alabama. The Administrator will serve as the primary point of contact for users of a Power BI-based work-request and tasking system that supports engineering, safety, installation support, and other program functions. This role is responsible for keeping requests visible, accurately assigned, actively monitored, and properly closed while maintaining reliable records and responsive user support., * Administer the EWRS on a daily basis and serve as the primary point of contact for users, providing clear instructions on system access, navigation, request submission, assignment, status, and reporting.

• Review incoming requests for completeness and monitor the system to ensure each request is assigned by the responsible branch within 24 hours; coordinate promptly with taskers, requested offices, and assignees when action is needed.
• Monitor suspense dates and aging items, follow up on overdue actions, clarify ownership and next steps, and elevate unresolved issues to the appropriate Government lead.
• Validate status, dates, ownership, outcomes, and required closeout information, and support transmission of complete closeout data to the Program Manager within two business days after the suspense date.
• Provide first-line user support and troubleshooting; document the issue, affected function, steps, error information, business impact, and prior actions before escalating unresolved problems to technical points of contact or the designated Branch Chief.
• Maintain accurate, searchable QC and technical-issue record logs in Microsoft Teams, including relevant coordination, ownership, suspense dates, status, next actions, and resolution details.
• Represent the EWRS business process during system changes by gathering and qualifying user recommendations, explaining workflow and data impacts, coordinating with the technical team, and supporting functional validation.
• Communicate approved system or process changes to users; develop or update concise job aids, FAQs, and instructions; and provide focused user training or demonstrations as needed.
• Prepare accurate monthly status-report inputs, including requests received, requests not assigned within 24 hours, coordination actions, and results; reconcile reporting to EWRS and supporting logs.
• Support quarterly coordination meetings and help document attendance, discussions, decisions, owners, and due dates within five business days after each meeting.
• Follow all applicable records-management, information-security, CUI, OPSEC, cybersecurity, site-access, Government-property, and workplace-safety requirements, including AR 25-400-2 and required initial and annual training.
• Identify recurring workflow, assignment, data-quality, and user-support trends and recommend practical process or training improvements without making unauthorized changes to production functionality.

The ideal candidate combines hands-on Microsoft 365 platform proficiency with strong workflow administration, customer service, troubleshooting, records management, and communication skills. The successful candidate will work independently in a customer-facing environment, coordinate extensively with Government personnel, translate operational needs for technical teams, and ensure work requests, technical issues, suspense dates, and reporting requirements remain accurate and traceable., Required Education and Experience:

• Minimum three (3) years of directly related professional experience supporting electronic work-request, tasking, workflow, records, or business-process systems in a Federal or similarly controlled environment.
• High school diploma or equivalent required., * Hands-on proficiency with Power BI applications, Microsoft SharePoint, Microsoft Teams, and Microsoft 365 tools used to administer work, validate data, support users, and maintain records.
• Demonstrated ability to manage the full work-request lifecycle, including intake, routing, assignment, suspense monitoring, aging, escalation, closeout, and recurring reporting.
• Experience providing first-line application or business-system support, troubleshooting user issues, documenting reproducible issue details, and coordinating escalation through resolution.
• Experience maintaining accurate records, logs, metadata, and audit trails with strong attention to data quality, completeness, timeliness, and traceability.
• Strong written and verbal communication skills, including the ability to explain processes clearly, prepare concise reports and instructions, and communicate effectively with users, process owners, Government leaders, and technical teams.
• Ability to gather and clarify user requirements, distinguish process needs from software preferences, support functional testing, and assist with change communication and user adoption.
• Strong organization, prioritization, analytical, and problem-solving skills, with the ability to work independently, manage multiple deadlines, and follow through on open actions.
• Professional judgment and a customer-service mindset, with the ability to collaborate effectively in a highly accountable Government environment.
• Ability and willingness to work on site in Huntsville, Alabama for a full eight-hour workday, Monday through Friday, including required core-hour coverage from 9:00 a.m. to 3:00 p.m.
• Ability to satisfy Federal employment eligibility and installation-access requirements; obtain and maintain required Government credentials, including a Common Access Card (CAC) and a favorably adjudicated Tier 1 or equivalent background investigation; and complete all required cybersecurity, records, CUI, antiterrorism, OPSEC, and safety training.

Desired Qualifications (Not Required):

• Previous Federal employment or Federal consulting experience; prior support to the Department of Defense, U.S. Army, or U.S. Army Corps of Engineers is strongly preferred.
• Bachelor's degree in Business Administration, Information Systems, Records Management, Data Analytics, Information Technology, or a related field is preferred; directly relevant experience may substitute for formal education beyond the high school level.
• Experience administering an electronic work-request, disposition-form, engineering-tasking, action-tracking, ticketing, or comparable workflow system.
• Familiarity with Microsoft Power Platform tools, including Power Apps or Power Automate, and with dashboard or data-visualization concepts.
• Familiarity with AR 25-400-2, Army records-management practices, Controlled Unclassified Information (CUI), OPSEC, or DoD information-assurance requirements.
• Experience developing user guides or job aids, delivering end-user training, supporting functional testing, or implementing process improvements based on recurring user needs., * Are you willing to complete the required Federal suitability/background investigation if selected?
• Do you have at least 3 years of directly related experience supporting electronic work-request, tasking, workflow, records, or business-process systems in a Federal or similarly controlled environment?
• Do you have at least 1 full year of experience supporting (As federal employee or contractor) Federal or Department of Defense programs or business systems?
• Have you completed the following level of education: Bachelor's Degree? (Preferred, not required)

Education:

• High school or equivalent (Required)

Ability to Commute:

• Huntsville, AL 35898 (Required)

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, Consensus Solutions offers competitive compensation and benefits (e.g., Paid Time Off; health, dental, and vision insurance; and retirement plans) as well as great long-term career opportunities., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Consensus Solutions, LLC is a small 8(a) certified business headquartered in the Washington, DC Metropolitan Region. We are committed to providing innovative, industry-leading solutions that are right-sized to meet our clients' unique challenges and needs, particularly in the delivery of healthcare services, Information Technology (IT), and business process design and re-engineering. Our work is guided by a dedication to integrity, excellence, and reliable client service, and we pride ourselves on the reputation we are building as a premier solutions provider to the Federal Government. Our continued success depends on building a team of employees who are creative, dedicated, collaborative, and take pride in their work. We are currently seeking highly motivated and skilled individuals to join our team and engage in exciting new opportunities with a growing company.