Summary
This position serves a Program Analyst within the Business Support Office-System Management of VHA Member Services. The Program Analyst will manage the overall maintenance and updates of business application software for the Member Services (MS) business lines to include telephony, customer relationship management, and those software programs used during interactions with our nation's Veterans, their families, caregivers, and survivors.
Duties
The Program Analyst is the primary resource for integrating the components of business processes as related to functionality and business requirements, as well as workflow, software upgrades, and software functionality to support user interface activities, Employee Experience, and Veteran Experience. The Program Analyst acts as an advisor to Member Services management, OI&T and Member Services Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality. Major duties include but are not limited to: Supports the day-to-day maintenance and operation of the business application software used within Member Services. Troubleshoot technical issues within the business application software and determine next steps if remediation requires additional support or work from OI&T. Collaborates and advises Member Service Business Lines regarding telephony software to include develop call flows, managing the automated call directory and process flows. Advises Member Service management, OI&T and Member Service Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality. Provides business oversight for software programs integral to the overall administration and operations of the business that effect programmatic changes. Determining functionality and correct operations of software patches as they affect national operations and end users. Participate in Integrated Project Teams (IPT) to support improving Veterans and Employees' experience with business applications software. Works with Systems Management (SM) staff, business lines, OI&T, stakeholders, and end users in the Software Development Lifecycle (SDLC). Apply analytical processes to the design, implementation, and maintenance of new and improved business application software. Coordinates business processes and software functions and supports in the scoping, gathering of requirements, deployment, and roll out of new applications. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 8:00am - 4:30pm. Position Description/PD#: Program Analyst/PD58646A Financial Disclosure Report: Not required Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Location Negotiable: The "location negotiable" option applies to VA employees who are already assigned to a VA duty station. This option will be implemented in accordance with applicable VA policies, as well as current agency and Presidential guidance Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required.
Requirements
You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Location Negotiable: The "location negotiable" option applies to VA employees who are already assigned to a VA duty station. This option will be implemented in accordance with applicable VA policies, as well as current agency and Presidential guidance
Education
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
How you will be evaluated
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.