Case Management Support Specialist

Role Overview

• 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 Box.com 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.

Requirements

• Minimum 5 years of experience in Case Workflow , Case Metadata , and Metric Reporting support.
• Minimum 3 years of demonstrated experience with Box.com and Salesforce software integration.
• Certifications Security+ ( DoD 8570.01-M compliance).
• Verifiable training, working knowledge and/or certification with: Box.com Salesforce 24.0 and/or previous iterations
• 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.

Benefits

• 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