About this role
Job SummaryThis position is located within the Customer Service (CS) Directorate, Office of Integrated Veteran Care (IVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA). The incumbent serves as a key member of the CS team, providing analytical, operational, and project management support to improve customer service operations, program performance, process improvement initiatives, and organizational efficiency in a high-volume, fast-paced contact center environment.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/26/2026. 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 by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. 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 provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying qualitative and quantitative analysis techniques to assist in evaluating program effectiveness, efficiency, and productivity within a customer service, health care, or contact center environment. Recommending adjustments to program objectives using structured analytical methods. Using working knowledge of the mission and administrative operations of a health care center to contribute to audits, training evaluations, or performance trend analysis. Preparing clear documentation, summary reports, or briefing materials to communicate recommendations to leadership. Utilizing foundational knowledge of call-center information systems to support improvements in staffing patterns, procedures, automated processes, and productivity tools. OR, Education: 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 graduate level education leading to such a degree or LL.M., if related. OR, Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at the GS-11. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Major DutiesArea of Consideration- Eligible applications will be reviewed and referred in the following order: 1. Current VA employees designated as surplus or displaced by the VA - Career Transition Assistance Plan (CTAP) eligible 2. Current VA employees of the facility where this vacancy is located (either 810 Vermont Ave NW, Washington, DC 20420 or Denver Federal Center, West 6th Avenue & Kipling Street, Lakewood, CO, 80225) 3. Current VA employees of the staff office posting this vacancy - Integrated Veteran Care (current SF-50 must show IVC in box 22 or 135 in box 40) Duties include, but are not limited to: Responding to internal operational requests and trouble tickets by coordinating with cross-functional departments to facilitate timely resolution of issues. Communicating effectively with internal and external customers regarding operational processes, service concerns, and program-related initiatives. Assisting with the implementation of new procedures, technologies, and workflow enhancements impacting Customer Experience operations. Providing training as the subject matter expert (SME) for Customer Service. Testing, validating, and assisting in the implementation of software applications and system enhancements related to customer service and contact center operations. Performing other duties as assigned. Work Schedule: 8-hour tour Monday-Friday between 6am and 5pm MT, based on business needs. 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 a VA owned or leased space. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in person work unless they have an approved exemption already in place. Position Description/PD#: Program Analyst/PD00808A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not AuthorizedRequirementsYou 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 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. 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.