See below for important information regarding this job.

Duties

Serves as the expert analyst and advisor to management on functional program, process, and performance improvement initiatives. Analyzes and advises organization leadership on the development and implementation of policies and procedures. Conducts technical analysis to support the Customer Relationship Management Process Owner by evaluating reports, customer data extracts, and analyzes the current and proposed customer support processes across the agency. Utilizes ServiceNow (SNOW) Customer Service Management (CSM) module to extract data and generate reports. Develops reports utilizing statistical process controls to refine processes, create training materials, and execute corrective actions. Recommends, briefs, and develops master memorandums of agreement supported by the results of process improvement initiatives and studies.

Requirements

• Must be a U.S. citizen.
• Tour of Duty: Set Schedule
• Security Requirements: Non-Critical Sensitive with Secret Access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Bargaining Unit Status: Yes
• This position and any future selections from this announcement may be used to fill various shifts located within DLA Logistics Operations in Battle Creek, MI.

Qualifications

To qualify for a Business Process Analyst, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 level or equivalent under other pay systems in the Federal service, military, or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Monitors and conducts comprehensive reviews and advisory services to address organizational performance issues. Develops plans and conducts studies to identify problems and solutions to improve performance effectiveness. Performs data mining from systems to develop statistical process controls. Analyzes complex data and develops briefings and reports to address conclusions and recommendations for improvements. 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 experience.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Contacts

• Address DLA Logistics Operations 8725 John J Kingman Road Fort Belvoir, VA 22060 US
• Name: Casie Ross
• Phone: 717-770-2929
• Email: [email protected]