BOND Support Administrator

Institute for Defense Analyses; Alexandria (VA); On-site; USD 56,000 - 90,000; Full time

Job summary

Institute for Defense Analyses in Alexandria, VA seeks an experienced administrative support specialist for a 2-year term appointment to assist BOND Consultant Time & Travel Operations. You will serve as the primary contact for consultant inquiries, coordinate intake and ticketing, and support time and travel communications.

Responsibilities include managing the shared inbox, reviewing travel requests, vouchers, and expenses in ServiceNow, tracking outstanding items, and liaising with internal

Qualifications

• High School diploma or equivalent with at least five years of experience.
• Bachelor's degree with communications background preferred.
• Strong written and oral communication, and team collaboration.
• Knowledge of government travel procedures and privacy requirements.
• Criminal background check and US citizenship required.
• Ability to obtain and maintain a security clearance.

Responsibilities

• Serve as primary contact for consultant time and travel inquiries.
• Manage front-facing communications regarding travel procedures and reimbursements.
• Prepare and distribute travel communications and guidance.
• Conduct time and travel briefings for consultants and staff.
• Coordinate intake and ticketing in ServiceNow.
• Track inquiries and backlogs; escalate as needed.
• Liaise between consultants, Program Admin (Travel), and internal stakeholders.
• Support payment status and expense submission communications.
• Maintain travel records and assist with reports and documentation.
• Perform other related administrative duties as assigned.

Skills

Detail oriented

Interpersonal skills

Communication

Adaptability

Education

High School diploma

Bachelor's degree in communications

Tools

Microsoft Suite

Concur

ServiceNow

Job description

This position is a 2-year term appointment with the possibility for extension.

Overview

Provides administrative, communications, and customer service support for BOND Consultant Time & Travel Operations. Serves as a primary point of contact for consultant inquiries, coordinates intake and ticketing activities, facilitates time and travel communications, and supports the Program Admin (Travel) in managing operational taskers and administrative requirements.

Responsibilities

Consultant Communications & Customer Service

• Serve as a primary point of contact for consultant time and travel inquiries, providing timely, accurate, and professional responses.
• Manage front-facing communications with consultants regarding travel procedures, service vouchers, expense reimbursements, and general administrative requirements.
• Prepare and distribute travel-related communications, including welcome emails, Concur profile information, procedural guidance, and general announcements.
• Conduct time and travel briefings for consultants and internal team members, clearly communicating requirements, processes, and expectations.
• Coordinate follow-up communications regarding missing information, outstanding documentation, and unresolved inquiries.
• Maintain consistent messaging and a high standard of customer service across consultant communications.
• Escalate complex inquiries, sensitive matters, or unresolved issues to the Program Admin (Travel).

Shared Inbox, Intake & Ticketing Support

• Monitor and manage the shared Time & Travel inbox to ensure timely acknowledgment and routing of incoming submissions.
• Review incoming Travel Requests (TRs), Service Vouchers (SVs), and Expense Reports (ERs) for intake and ticket creation.
• Enter and categorize incoming submissions within the designated ticketing system (ServiceNow).
• Ensure submissions are appropriately documented, classified, and routed to the responsible team member for processing.
• Monitor incoming inquiries and tickets to identify items requiring follow-up or escalation.
• Support accurate tracking and visibility of outstanding consultant requests.
• Coordinate with the Program Admin (Travel) to address intake backlogs and prioritize time-sensitive requests.

Travel Administrative & Operational Support

• Provide direct administrative support to the Program Admin (Travel) in coordinating operational taskers, deadlines, and follow-up actions.
• Assist with tracking outstanding action items, consultant inquiries, and administrative requirements.
• Serve as a liaison between the Program Admin (Travel), consultants, and internal stakeholders to facilitate timely communication and issue resolution.
• Coordinate communications concerning payment status, reimbursement questions, and outstanding expense submissions.
• Track and follow up on payment-related inquiries with the appropriate processing or finance personnel.
• Maintain and update applicable travel-related records, including medical accommodation information, in accordance with privacy and access requirements.
• Assist with preparing reports, correspondence, briefing materials, and other operational documentation.
• Identify recurring consultant questions or communication gaps and recommend improvements to guidance and processes.
• Perform other related administrative and operational duties as assigned.

Qualifications

• High School diploma or equivalent with at least five years of experience. Bachelor's degree with communications background preferred.
• Detail oriented, organized and a team player.
• Strong interpersonal skills with ability to communicate effectively, orally and in writing, with all levels of employees.
• Able to pivot at a moment's notice.
• Understands government travel and comfortable with Microsoft Suite, Concur and familiar with GSA/JTR/FAR
• Successful completion of a criminal background check is required.
• US citizenship is required.
• Ability to obtain and maintain a security clearance is required.

Compensation

We support transparency, equity, and fairness in our compensation program and provide a reasonable estimate of the salary range based on data-driven market analysis for each position. While it is not typical for an individual to be hired at or near the top of the range, a reasonable estimate of the salary range for this role is $56,254 - $90,007. Individual salary within this range will be commensurate with the incumbent's experience, unique skills and qualifications, and other relevant factors.

Successful completion of a criminalbackground check is required.

U.S. Citizenship is required

Ability to obtain and maintain a security clearance is required

IDA is an equal opportunity employer committed to providing a fair recruiting process and working environment free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability or protected veteran status.

IDA is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position, please send an email to [e-mail] and let us know the nature of your request and contact information.

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