Management Analyst

Clarification from the agency

This vacancy announcement is open ONLY to current, permanent Veteran Affairs (VA) and Veterans Benefit Affairs (VBA) employees and current/former VA employees who are CTAP eligible.

Major duties include:

• • Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Contact Center's operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production. This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations.
  • Provides staff assistance to develop and implement changes in procedures, operations, and staff organization.
  • Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Uses personal computer and other high technology equipment to prepare and produce this data.
  • Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports. Assembles workload data, work measurement data, and work program data for the development of budget estimates.
  • Studies areas where modified work methods, procedures, or systems must be developed in response to technological advances or actual or proposed changes in either legislation or overall program purpose. Analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes.
  • Generates and disseminates, daily, weekly, and monthly statistical reports on telephone activity. These reports are used for Regional Contact Center workflow management, employee performance measurement, Call Center Metric Dashboards, and reports, etc. Prepares reports as necessary for NCC dissemination.
  • Independently performs tasks involving budget execution by compiling resource data from various financial management reports. Tracks funds distribution, reconciling commitments/obligations and reallocating organizational funds as directed. Assignments include new and unusual work situations which require the adaptation of guidelines. Monitors costs and prepares reports projecting use of available resources. Advises supervisor of conditions which would result in over-obligation of funds. Gathers, extracts, and compiles data for use in recurring and nonrecurring report formats and provides status updates on a regular basis. Ensures all budgetary transactions follow authorized policies and procedures. Prepares annual phased plan to show projected monthly expenditures and reimbursable funds. Compares current estimates with ongoing expenditures on a continuing basis.

Conditions of employment

As a condition of employment for accepting this position, you may be required to serve a 1-year probationary 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. Additional Conditions of Employment are as follows:

• You must be a U.S. Citizen to apply for this 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 may be required to complete pre-employment requirements 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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:07/14/2026.

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.

• For a GS-11 position you must have served 52 weeks at the GS-9 level.

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.Applicants must submit their most recent Notification of Personnel Action, SF-50:

• Official SF-50 that shows you held the grade (or higher) for the full performance level of the position you are applying for, or
• Official SF-50 that shows you held the next lower grade for at least one year for the position you are applying for. Multiple SF-50s may need to be submitted to show this.

Examples of appropriate SF-50s to include which show TIG requirements have been met include:

• Within grade increases (WGI) at the highest grade held; or
• Promotions with an effective date that occurred more than one year from the closing date of the job opportunity announcement; or
• Most recent appointment.

NOTE: Do not submit Award or General Adjustment SF-50s, as they do not provide sufficient information and will not be accepted for the purpose of verifying TIG.

SPECIALIZED EXPERIENCE REQUIREMENT: Applicants must have 52 weeks of specialized experience equivalent to the next lower grade(s) GS-9.

Specialized Experience would typically include, but are not limited to:

• Gathering and analyzing data using various statistical sampling techniques;
• Using data and special studies to improve work processes and program performance;
• Reviewing and reporting work measurement data within the organization to assist in adjusting workloads or changing work processes;
• Evaluating the impact of new or revised policies and procedures on the existing organizational structure.

OR

• Education Substitution: Applicants must have a Ph.D. or equivalent doctoral degree or have completed 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., IF RELATED. Note: A copy of your transcripts from an accredited college or university must be submitted at the time of application.

Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information.

Volunteer Experience: 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.

Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.

Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; etc. No special physical demands are required to perform the work.

Reference: Additional information on the qualification requirements for this position can be located on the OCHCO VA Qualifications Standards website found at https://department.va.gov/employees/va-qualifications-standards/.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview.You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. 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 (knowledge, skills, abilities, and other characteristics):

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

• Oral Communication - Ability to communicate orally, in a manner that is tactful in phrasing and tone, to elicit confidence and cooperation from people of varying backgrounds.
• Computer Skills - Ability to use computers, software applications, databases, and automated systems to accomplish work.
• Organizational Stewardship - Ability to take responsibility and initiative, set and meet priorities, follow through on commitments, safeguard information, and organize and use time and resources to achieve desired results.
• Analytical Reasoning - Ability to understand and interpret written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; apply what is learned from written material to specific situations. Dissects problems and information into their meaningful parts and uses logic and judgment to evaluate alternatives and develop solutions.
• Writing - Ability to recognize or use correct English grammar, punctuation, and spelling; communicate information (for example, facts, ideas, or messages) in a brief, clear, and organized manner; produce written information, which may include technical material, that is appropriate for the intended audience.

The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

To apply for this position, you must provide a complete Application Package to include the documents detailed below.
Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible. It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. We will not request additional documentation or accept late or missing documents after the announcement has closed.

• Resume, limited to 2 pages, detailing specialized experience and competencies as they relate to this position.
  • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
• Your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
• Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.

Additional Documents accepted:

• Most recent Performance Appraisal (VA Form 0750)
• CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal

Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information.

SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

• Most recent SF-50 if you are a current or former Federal employee
• An SF-50 showing 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
• Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50's include:
  • Within grade increases at the highest grade held; or
  • Promotions with an effective date more than one year old; or
  • SF-50's at the highest grade held with an effective date more than one year old.

Next steps