Case Management Support Specialist
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value – not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team
Job Summary
The Case Workflow, Case Metadata & Metric Reporting Support Specialist provides expert-level support in designing and documenting end-to-end case workflows, defining and governing case metadata, and building professional-grade spreadsheet reporting for metadata-driven metrics. The role partners with stakeholders to capture business processes, translate them into actionable workflow diagrams and metadata models, and deliver accurate, timely reporting. The Specialist also supports integrations with and Salesforce to ensure seamless data flow and reporting fidelity within a secure (DoD) environment.
Responsibilities
Lead the creation, drafting, and development of case workflow diagrams (e.g., intake, triage, investigation, review/approval, closeout, and archival).
Validate workflow logic, roles, states, transitions, SLAs, and exception paths; maintain versioned workflow documentation.
Collaborate with business owners and technical teams to align workflows with operational policies and compliance requirements.
Lead the creation, drafting, and development of case metadata: entities, attributes, permissible values, reference data, and lifecycle rules.
Establish metadata governance practices (data definitions, owners/stewards, quality rules, and change control).
Map metadata to systems of record (e.g., Salesforce objects, Box folders/metadata templates) and integration points.
Design and produce professional-grade spreadsheets for metadata metric reporting (e.g., case volumes, cycle times, backlog, SLA adherence, aging, bottlenecks).
Build parameterized, auditable reporting templates (tabs, pivots, filters, data dictionaries, refresh instructions).
Ensure data lineage, reconciliation, and refresh procedures are documented and repeatable.
Partner with platform teams to ensure accurate and Salesforce data integration supporting workflows and metadata reporting.
Participate in solution testing for workflow changes, metadata updates, and reporting enhancements.
Facilitate workshops, capture requirements, and translate business needs into workflow diagrams, metadata models, and reporting specifications.
Provide training materials and quick-reference guides for end users and managers.
Maintain change logs and contribute to Configuration Control processes for updates to workflows, metadata, and reports.
Experience
Minimum 5 years of experience in Case Workflow, Case Metadata, and Metric Reporting support.
Minimum 3 years of demonstrated experience with and Salesforce software integration.
Certifications
Security+ (DoD M compliance).
Verifiable training, working knowledge and/or certification with:
Salesforce 24.0 and/or previous iterations
Required Skills
Proven ability to design and document workflows using standard notations and clear visual artifacts (e.g., BPMN-style swimlanes, state diagrams, RACI).
Strong metadata modeling skills (entity/attribute definitions, controlled vocabularies, data quality rules, stewardship).
Advanced spreadsheet/reporting capabilities (pivot tables, slicers, lookups, error checks, audit tabs, clean formatting, and clear instructions).
Familiarity with secure data handling and role-based access aligned to DoD practices.
Hands-on experience aligning workflow/metadata needs with Salesforce objects/fields and Box metadata templates/folders.
Exceptional communication: ability to facilitate requirements sessions and present complex workflows/metrics to both technical and non-technical audiences.
Strong analytical and problem-solving skills; meticulous attention to detail and documentation quality.
Organized, self-directed, and able to manage multiple requests and deadlines.
Desired Skills
Experience in DoD or highly regulated environments and familiarity with accreditation, change control, and auditability.
Exposure to governance frameworks (e.g., data stewardship, cataloging, retention/records considerations).
Experience preparing operational dashboards and KPI definitions that align with executive and operational reporting needs.
Working knowledge of Salesforce reports/dashboards and Box governance/automation features.
Familiarity with collaboration tools for intake and tracking (e.g., Jira/Azure Boards/ServiceNow) and translating tickets into workflow/metadata updates.
Understanding of document/record lifecycle (intake, working, approval, publication, retention, and disposition).
Security Clearance
Secret clearance
More About B&A
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
A formal mentorship program
Job shadowing and cross training opportunities
Brand Ambassador program
Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
Monthly teambuilding events
B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
EEO is the Law
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.