PCS Portal Specialist

The Permanent Change of Station (PCS) Specialist plays a critical role in managing and facilitating relocation services for Department of State personnel through the PCS Online Portal. This position is responsible for guiding employees through the end-to-end relocation process by leveraging an integrated system that streamlines workflows, documentation, and coordination across all required PCS functions. 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. This position will support a new modernization initiative, MoveUSA, within the Department of State. 

What You'll Get To Do:

• Work directly with software vendors, implementation teams, and stakeholders across the Department to define and hone requirements for a cutting-edge travel management system. 
• Collaborate on AI integration by exploring how artificial intelligence and machine learning can automate processes and enhance data processing in PCS workflows.  
• Analyze current workflows to identify pain points and opportunities for improvement in how we manage relocations, travel orders, lodging, and allowances. 
• Serve as the primary liaison between customers and service providers, maintaining an up-to-date regional Point of Contact (POC) 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 within the ServiceNow platform, ensuring efficient navigation and issue resolution. 
• Provide technical assistance and guidance to customers in completing Post Checklists, ensuring compliance with PCS processes and requirements. 
• Coordinate and support ticket lifecycle management by understanding and facilitating interfacing workflows across systems within the ServiceNow environment. 
• Manage, track, and resolve customer inquiry tickets in ServiceNow, while generating and delivering detailed reports and metrics to the Contracting Officer Representative (COR) and Assistant COR (ACOR) as required. 
• Plan and deliver training sessions for overseas posts on PCS check-in and check-out procedures, particularly during off-peak (off-season) periods to improve readiness and compliance. 
• Other duties as assigned.

• High School diploma or equivalent is required.  

• Possesses expertise 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.  
• Obtain and maintain a Public Trust. 

Knowledge, Skills and Abilities:  

• It is desired for the individual to possess PCS move experience as a former Department of State Foreign Service Officer or current/former Eligible Family Member (EFM), PCS move experience in another U.S. government agency either as an employee or EFM, or similar high-level understanding of the process due to in-depth and extensive experience with US Government (USG) rules and policy in the areas of shipping, travel, claims, or other PCS-relevant areas. 
• 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.
• Excellent communication skills for presenting ideas to diverse audiences.
• Interest in modernization and innovation, especially emerging technologies like AI.
• Strong analytical skills and ability to translate complex operational requirements into clear specifications.
• Experience with process improvement, workflow analysis, or system implementation projects.