Program Analyst

Veterans Health Administration•Lakewood, CO

About The Position

This position is within the Customer Service (CS) Directorate, Office of Integrated Veteran Care (IVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA). The incumbent provides 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. The position may be filled at the GS-09 or GS-11 level. A selectee may be promoted to the full performance level without further competition after meeting applicable regulatory, qualification, and performance requirements; selection at a lower grade does not guarantee promotion. The work schedule is an eight-hour tour Monday through Friday between 6 a.m. and 5 p.m. Mountain Time, based on business needs. Telework eligibility will be discussed during the interview. Virtual work may be authorized for current VA employees who are already subject to the return-to-in-person-work mandate in their current position, with work performed outside the original hiring duty station at a VA-owned or leased space. Return-to-office mandates apply, and selectees must report in person unless they already have an approved exemption. Applicants must meet the applicable qualification requirements by the announcement closing date of October 23, 2026. GS-09 qualification may be based on one year of specialized experience equivalent to GS-07, qualifying graduate education, or a combination of education and experience. GS-11 qualification may be based on one year of specialized experience equivalent to GS-09, qualifying doctoral-level education, or a combination of education and experience. Current federal employees and certain former federal employees must also meet time-in-grade requirements. A transcript is required when education is used to qualify. Employment is subject to U.S. citizenship, required application steps and an online assessment, Selective Service registration where applicable, background/security investigation, onboarding and identification requirements, and participation in the VA seasonal influenza vaccination program. A one-year probationary period or two-year trial period is required. Relocation, recruitment, critical skills, and permanent change of station incentives are not authorized.

Requirements

U.S. citizenship is required.
Complete all required application steps, including an online assessment.
Meet applicable GS-09 or GS-11 qualification requirements through specialized experience, education, or an allowed combination of education and experience.
For GS-09, specialized experience must be equivalent to at least GS-07 and include relevant work such as supporting workload and productivity data, call center metrics, schedules and timekeeping, or software and procedure testing; alternatively, qualifying graduate education or a combination may be used.
For GS-11, specialized experience must be equivalent to at least GS-09 and include relevant work such as qualitative and quantitative program analysis, recommendations on program objectives, health care administrative operations, audits or performance analysis, leadership reports, or call-center systems; alternatively, qualifying doctoral-level education or a combination may be used.
Current federal employees and certain former federal employees must meet applicable time-in-grade requirements; GS-09 requires 52 weeks at GS-07 and GS-11 requires 52 weeks at GS-09.
Submit transcripts if education is used to qualify; foreign education requires a Certificate of Foreign Equivalency.
Selective Service registration is required for males born after December 31, 1959.
Pass a background/security investigation and complete online onboarding and acceptable identification requirements.
Participate in the VA seasonal influenza vaccination program.
Serve a one-year probationary period or two-year trial period.
Report in person unless an approved return-to-office exemption applies.

Responsibilities

Respond to internal operational requests and trouble tickets by coordinating with cross-functional departments to facilitate timely issue resolution.
Communicate with internal and external customers about operational processes, service concerns, and program-related initiatives.
Assist with implementing new procedures, technologies, and workflow enhancements affecting Customer Experience operations.
Provide training as the Customer Service subject matter expert.
Test and validate software applications and system enhancements related to customer service and contact center operations, and assist with their implementation.
Perform other duties as assigned.