This position is in the Department of Veterans Affairs, Veterans Benefits Administration (VBA) Education Service (EDU). The incumbent serves as a Program Analyst for the Customer Service Team on the Customer Service Office Staff, and reports to the Chief, Customer Service Team, Education Service.

Duties

Specific duties include: Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and Federal service delivery, increase agency/organization/program/service customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 and from the private, state, local, and other sectors. Design and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Work with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods. Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy. Plan and facilitate workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. The grade progression for this position is GS-11, GS-12, GS-13. Work Schedule: Full time, Monday through Friday 8am - 4pm Compressed/Flexible: Available Telework: Available Virtual: This is not a virtual position. Position Description/PD#: Management & Program Analyst (Customer Service); 41655A (GS-13), 41656A (GS-12), 41657A (GS-11) Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Authorized

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:05/17/2024. 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. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. For a GS-11 position you must have served 52 weeks at the GS-09 level. For a GS-12 position you must have served 52 weeks at the GS-11 level. For a GS-13 position you must have served 52 weeks at the GS-12 level. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: GS-11 Grade Level: Specialized Experience: Experience in customer experience and service delivery. Education Substitution: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have A 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. Transcripts (official or unofficial) must be submitted when using any part of education to qualify. GS-12 Grade Level: Specialized Experience: Experience in researching and reporting as a technical advisor in matters, issues, and questions pertaining to customers and employees experience. Education Substitution: No educational substitute at the GS-12 grade level. GS-13 Grade Level: Specialized Experience: Experience in researching and reporting as a technical advisor in matters, issues, and questions pertaining to customers and employees experience plus work with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Education Substitution: No educational substitute at the GS-13 grade level. Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. 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; 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: The work is sedentary, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

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

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.

Contacts

• Address VBA Human Resources Center - Central Office 810 Vermont Ave NW Washington, DC 20420 US
• Name: Eric Kelly
• Phone: (410) 230-4417 X2770
• Email: [email protected]