Program Analyst

Smithsonian Institution•Washington, DC

About The Position

The Program Analyst position is located in the Office of Visitor and Guest Services (OVGS), National Museum of African American History and Culture, under the Smithsonian Institution’s Under Secretary for Museums and Culture. The role analyzes OVGS programs and operations, develops recommendations for improvement, and supports the planning, implementation, and evaluation of visitor service programs and initiatives. The analyst reviews OVGS programs, operational practices, procedures, workflows, and service delivery methods to identify ways to improve effectiveness, efficiency, consistency, and the visitor experience. The position also assesses training and operational-readiness needs and develops, reviews, coordinates, and improves training materials, standard operating procedures, onboarding resources, refresher training, and other operational guidance. The position develops and maintains systems and tools for organizing, documenting, analyzing, and communicating OVGS program and operational information, and evaluates those tools for potential improvement. It coordinates projects and initiatives from planning through implementation, including stakeholder coordination, progress tracking, analysis of implementation challenges, corrective-action recommendations, and reporting. The analyst also researches emerging practices, technologies, and approaches in visitor services and related fields and evaluates their potential application to OVGS.

Requirements

One year of specialized experience equivalent to at least the GS-9 level in the Federal Service, involving collecting, organizing, and analyzing quantitative and qualitative information related to visitor services programs and operations; reviewing and improving training materials, standard operating procedures, and other operational guidance; and implementing and maintaining systems and tools for organizing, documenting, and communicating program information.
Alternatively, three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree related to the position may substitute for the experience requirement; education and experience may also be combined to meet the basic qualifications.
Promotion candidates must meet one year of time-in-grade at the next lower grade level within 30 days of the announcement closing date. Applicable competitive-merit-promotion candidates must have served 52 weeks at the next lower grade.
Must have career/career-conditional status or eligibility.
Males born after December 31, 1959, must be registered with Selective Service.
Applicants must submit a resume of no more than two pages that describes their actual relevant experience; qualifying paid, unpaid, part-time, and volunteer experience may be considered, with hours worked per week noted.
Applicants qualifying through foreign education must provide transcripts and proof of U.S. accreditation for the foreign study.

Responsibilities

Review and analyze OVGS programs, operational practices, procedures, workflows, and service delivery methods to identify opportunities to improve effectiveness, efficiency, consistency, and the visitor experience.
Assess OVGS training and operational-readiness needs.
Develop, review, coordinate, and continually improve training materials, standard operating procedures, onboarding resources, refresher training, and other operational guidance.
Develop, implement, and maintain systems and tools for organizing, documenting, analyzing, and communicating OVGS program and operational information, including procedures, schedules, briefing materials, reports, and other resources.
Evaluate the effectiveness of program-information systems and tools and recommend improvements.
Coordinate assigned OVGS projects and initiatives from planning through implementation, including establishing milestones, coordinating with internal and external stakeholders, tracking progress, analyzing implementation challenges, recommending corrective actions, and reporting results.
Research emerging practices, technologies, and approaches within visitor services and related fields and evaluate opportunities for applying them within OVGS.