Clarification from the agency

Current Federal employees serving under career or career conditional competitive service appointments, former Federal employees with reinstatement eligibility, persons eligible for non-competitive appointment under special appointment authorities, or persons eligible under the Interchange Agreements. Veterans who are eligible to apply under the following: Veterans Employment Opportunity Act (VEOA), Veterans Recruitment Appointments (VRA), 30% or more disabled veterans are eligible to apply.

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This is a bargaining unit position

Work Schedule: Mon-Fri 8:00am - 4:30 pm
Compressed/Flexible: Not Available
Telework: Not Applicable, this is a remote position
Position Description/PD#: Program Analyst/PD19858A and PD12974A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Physical Demands: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and the employee may sit comfortably. There may be some walking, standing, bending, and carrying of light items, etc. Fieldwork may involve traveling to interviews, meetings, and sources of information, if necessary.

This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-09. At the GS-09 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-09. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.

Major Duties:

• Supports several committees and the facilitation of process improvement workgroups and/or initiatives.
• Utilize various software packages (i.e., Microsoft Excel, Power BI, PowerPoint, SQL, RStudio, Visual Basic, SAS, etc.), to prepare reports using advanced visualization tools, forms, and briefings necessary to support the Veterans Experience Office's Enterprise Contact Center Operations functions.
• Evaluate, selects, and modifies analytical methodologies and techniques to determine the most appropriate procedures for efficiency, reliability, and feasibility in call center operations.
• Develop and maintain working relationships with other divisions in the multichannel technology department (Change Management, VRM, and Business Process Reengineering), other VA call centers and stakeholders to work on customer experience projects identified through analysis of telephone and CRM data.

Conditions of employment

• You must be a U.S. citizen to apply for this job.
• Selectees are subject to a background/suitability investigation.
• Selectees may be required to serve a probationary period.
• Selective Service Registration is required for males born after 12/31/1959.
• A complete application package, i.e., Resume, Transcripts, etc., as required by job announcement.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the Seasonal Influenza Prevention Program for VHA Health Care Personnel (HCP) is a requirement for all Department of Veterans Affairs HCP.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Must be proficient in written and spoken English.
• Pre-employment physical examination/evaluation may be required.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/08/2023.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.

Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

AND

You may qualify based on your education/experience combination as described below.

A transcript must be submitted with your application if you are basing your qualifications on education.

Education GS-09: master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree Or LL.B. or J.D., if related

Specialized Experience GS-09: You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Experience working in or for a call center/contact center environment, and experience gathering, organizing, analyzing, and/or visualizing data.

OR

Combination of Education and Specialized Experience GS-09: Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Specialized Experience GS-07: You must have one year of specialized experience equivalent to at least the next lower grade (GS-5) in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Experience working in or for a call center/contact center environment

OR

Education GS-07: 1 full year of graduate level education or superior academic achievement

OR

Combination of Education and Specialized Experience GS-07: Applicants may also combine education and experience to qualify at the GS-07 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-07. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

OR

Superior Academic Achievement at the GS-7 level: (SAA) recognizes students who have achieved superior academic standing as evidenced by one of the three methods described below. In order to be creditable under this provision, superior academic achievement must have been gained in a curriculum that is qualifying for the position to be filled. Applicants who wish to apply under this provision must submit proof from their educational institution that they meet one of the criteria listed below. To qualify for SAA, applicants must have completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled and meet one of the following:
1.) Rank in the upper one-third of your class in the college, university, or major subdivision.
2.) A grade-point average of at least "B" (a GPA of 3.0 or higher out of a possible 4.0) for all completed undergraduate courses, or those completed in the last two years of undergraduate study.
3.) A grade point average of at least "B+" (a GPA of 3.5 or higher out of a possible 4.0) average of required courses completed in the major field of study or required courses in your major completed in the last two years of undergraduate study.
4.) Membership in a national honor society. Membership in a freshman honor society cannot be used. Honor societies recognized by Association of College Honor Societies. For a list of recognized honor societies please visit https://www.achshonor.org/.

Per Office of Personnel Management General Schedule Qualification Policies, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, human resources director, or official documentation such as SF-52, SF-50 documenting an official detail/assignments, or other comparable documentation). The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties.

To receive credit for experience in your resume that is not within the official series and grade level of your position, you must provide official documentation of such experience as indicated above.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.