This position is located in Quality, Training and External Affairs Division, Service Center Operations Directorate. As an Management and Program Analyst, you will coordinate and analyze a variety of management programs, provide briefings and presentations, and develop and evaluate policies and communications as it pertains to directorate and agency initiatives regarding quality assurance and case solutions.

Duties

The responsibilities described are for the full performance level. At developmental grade levels, assignments will be of more limited scope performed with less independence, and limited complexity. Manages, conducts studies, and oversees segments of department-wide mission-oriented administrative programs involving SCOPS Quality Assurance and Case Inquiry Solutions using a wide range of qualitative systems and management support principles. Analyzes quality assurance data and using information systems such as the Service Request Management Tool (SRMT), the congressional STARS-LETS system, PCQS, SMART, the Quality Assurance Data Base, and other related quality and management systems. Provides support, technical assistance and sound advice in the evaluation and development of policies relating to the application and coordination of communication and case inquiry solutions to executive managers to support mission requirements. Drafts and reviews analytical reports, analyzes and devises plans to implement solutions of issues identified in quality review reports. Writes a variety of internal and external communications and documentation, Standard Operating Procedures, and drafts high level reports for handling expedited and other high profile cases. Acts as liaison with the technology branch to develop requirements, as well as manages the development and implementation for systems to automate business processes.

Requirements

Qualifications

The qualifications for this position must be met by 11:59 PM (Eastern Time) on 10/05/2023. Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service. The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 10/05/2023. GS-13: You qualify at the GS-13 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-12 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Preparing queries and maintaining data gathered from files to provide feedback for supervisors regarding patterns and trends for training purposes. Planning and implementing quality improvement projects to develop, document and implement effective responses based on adjudicative trends. Preparing reports regarding Quality Assurance for case solutions activities. Utilizing the Service Request Management Tool (SRMT) and other systems to manage case inquiries, quality assurance, and case solutions. GS-14: In addition to the requirements at the lower grade level(s), you qualify at the GS-14 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-13 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Participating in working groups to plan and conduct analytical studies. Managing special projects by preparing analysis with use of charts, diagrams, slides, and other visual material for use in the communication of information. Preparing in depth reports for leadership to propose more efficient quality review processes. Developing policy, drafting standard operating procedures and other written materials, to provide guidance on complex and sensitive issues. Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 10/05/2023. Your resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. USCIS will only review the first 5 pages of your resume to determine your initial eligibility/qualifications for a position. As such, please be sure to include content to support your eligibility/qualifications for this position within the first 5 pages. Please note that your full resume will be made available to the hiring manager if you are referred. Be clear and specific when describing your work history since Human Resources cannot make assumptions regarding your experience. Your application will be rated and ranked based on your responses to the online questions. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position. Full-time or part-time status (include hours worked per week) Salary Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible. Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position. National Service Experience (i.e., volunteer experience): 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; religious; spiritual; community, student, social). Volunteer work helps build criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution at these grade levels.

Contacts

• Address
• Name: HROC Staffing Help Desk
• Phone: 952-697-8380
• Email: [email protected]