PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. This position is located at Bureau of the Fiscal Service, Office of Customer Experience Management. As a Management and Program Analyst, you will perform and communicate complex studies and projects, taking into accounting multiple sources of information, viewpoints, and guidance to conduct analyses, identify and recommend solutions.

Duties

The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. -Complete audits of customer experience functions being completed in areas across Fiscal Service. These audits will ensure that program areas are completing work consistently, with honesty and integrity, along with ensuring compliance with all applicable laws, guidelines, and policies. -Independently or as part of a team, provide key support in a wide variety of administrative and operational matters. Tasks and operations involve the organization, enterprise wide and impact culture change work. Conduct broad or specific studies relevant to organizational goals and objectives. -Establish, support, refine, and implement the overarching Fiscal brand strategy across the enterprise, including branding, support for internal and external events. -Track internal and external CX best practices, market research, and customer feedback to inform improvement initiatives. -Create, review, and evaluate governance documents to assess impact to customers and stakeholders.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. For the GS-07, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: Performing analysis and evaluative techniques to develop project plans, manage projects, and identify and recommend changes in the process. OR You may substitute education for specialized experience as follows: 1 full year of graduate level education (18 Semester hours, 27 Quarter hours or equivalent) OR Superior Academic Achievement: You may have a bachelor's degree and meet one of the following requirements for superior academic achievement: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. OR You may qualify by a combination of experience and education. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes all of the following: -Experience facilitating group discussions surrounding improved business processes or reaching a common goal; AND -Experience in supporting a project with an assigned project manager. OR You may substitute education for specialized experience as follows: completed a Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree. OR You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education. For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes all the following: -Experience applying standard analytical and evaluative methods and techniques to issues concerning the efficiency and effectiveness of program operations; AND -Experience conducting studies of operational processes to identify, analyze, and recommend solutions to problems; AND -Experience composing and presenting study findings and recommendations to various stakeholders in a clear and well-organized manner. OR You may substitute education for specialized experience as follows: 3 years of progressively higher level graduate education leading to a Ph.D. degree or Ph. D. or equivalent doctoral degree. OR You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education. Options for qualifying based on a combination will be identified in the online questions. For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes all of the following: - Communicating program specific mission goals, needs, or problems with vendors and/or contractors; AND - Experience posting and approving documents in an accounting system (such as PEGA); AND - Experience monitoring the status of funds, supplies, capital property, and/or financial transactions for an organization. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-07, you must have been at the GS-05 level for 52 weeks. For the GS-09, you must have been at the GS-07 level for 52 weeks. For the GS-11, you must have been at the GS-09 level for 52 weeks. For the GS-12, you must have been at the GS-11 level for 52 weeks.

Education

Contacts

• Address Office of Customer Experience Management 200 Third St Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]