This vacancy is for a PROGRAM ANALYST position in the Customer Liaison and Marketing Services Office located at the U.S. Census Bureau Headquarters in Suitland, Maryland. The Census Bureau is accessible from the Metro Rail Green Line - Suitland Station. This Job Opportunity Announcement may be used to fill other PROGRAM ANALYST, 0343- 9/11/12 positions within the Census Bureau in the same geographical location with the same qualifications and specialized experience.

Duties

Assisting the contact center in answering customer questions via calls and emails from the public; managing customer expectations. Conveying information and processes to a variety of audiences (individuals and groups; internal and external stakeholders; the public). Conducting analyses of complex functions and work processes of broad administrative or technical programs and making recommendations for improvement in the effectiveness and efficiency of work operations. Developing new methods, organizational structures, and management processes.

Requirements

• Applicants must meet all qualification requirements by the closing date of this announcement.
• U.S. Citizen.
• Suitable for Federal employment.
• This is a BARGAINING unit position.
• Time-in-grade/band requirements must be met by closing date.
• A one-year probationary period may be required.
• Registered for Selective Service if applicable. (www.sss.gov)

Qualifications

Please read the 'Who May Apply' section carefully to determine your eligibility. NOTE: Equivalent combinations of education and experience are qualifying for all grade levels for which both education and experience are acceptable Specialized Experience: For the GS-09, you must have one year of experience at a level of difficulty and responsibility equivalent to a GS-7 in the Federal service. Experience for this position includes responding to customer questions via calls and emails from the public; updating and maintaining database(s); answering questions from various parties relating to programs and surveys or working in a contact center; assisting in the coordination of events to promote an organization's program(s) or assisting with planning and organizing to achieve program goals for an organization. OR Education: 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: For the GS-11, you must have one year of experience at a level of difficulty and responsibility equivalent to a GS-9 in the Federal service. Experience for this position includes assisting with managing and coordinating events or conferences; managing customer expectations; responding to customer questions via calls and emails from the public; updating and maintaining database(s); answering questions from various parties relating to programs and surveys or working in a contact center. OR Education: Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; or LL.M., if related. Specialized Experience: For the GS-12, you must have one year of experience at a level of difficulty and responsibility equivalent to a GS-11 in the Federal service. Experience for this position includes providing technical advice on program operations; planning, developing, reviewing, monitoring, and evaluating material to achieve program goals and objectives for a large organization; developing approaches to identify and resolve significant issues; managing customer expectations; responding to customer questions via calls and emails from the public; updating and maintaining database(s); answering questions from various parties relating to programs and surveys or working in a contact center. Education: For the GS-12, education CANNOT be substituted for 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 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 work.

Contacts

• Address Customer Liaison and Marketing Services Office 4600 Silver Hill Road Washington, DC 20233 US
• Name: Bernard Lucious
• Phone: 301-763-3705
• Email: [email protected]