Management Analyst

About the role

This position is in the National Call Center (RCC), Salt Lake City, Regional Office (RO).

The incumbent serves as a Management Analyst and member of the professional staff for the Salt Lake City RO National Call Center Manager (RCCM) and is responsible for conducting evaluative studies and serving as a consultant to the RCC RCCM on pertinent issues associated with the effectiveness and efficiency of Salt Lake City RCC operations as they relate to the delivery of benefits and service to Veterans.

What you will do

• Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Call Center's operations.
• Conducts management audits, surveys, and systematic reviews of operations in order to ensure that established policies, practices and procedures are effectively implemented.
• Prepares graphs, charts, and other audio-visual displays depicting RCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO.
• Reviews, analyzes and evaluates reports and statistics to advise on trends, out-of-line situations, and anticipated needs.
• Coordinates incoming data from a variety of sources.
• Coordinates the review process of all incoming and outgoing deliverable from the RCC.
• Reviews documents, reports, and/or applications for omissions and inconsistencies.
• Participate in the composition of complex correspondence or other written work for external, high-level officials.
• Independently identifies and performs special studies to assure compliance with directives and quality standards.
• Serves as liaison between the RCC, OFO, BAS and any outside organizations.
• Promotion Potential: None Work Schedule: Monday -Friday, 8 a.m.- 4:30 p.m. MST Compressed/Flexible: Not Available Telework: Not Available, this is a Remote position Virtual: This is not a virtual position.
• Position Description/PD#: Management Analyst; PD38639A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required This announcement is being limited to the first 75 applications received.
• The announcement will close either on the published closing date at 11:59 p.m. Eastern Standard Time (EST) or on the day when the number of applications reaches 75 at 11:59 p.m. (EST), whichever comes first.

Requirements

• As a condition of employment for accepting this position, you will 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 You may be required to serve a probationary period 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 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.

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: ***

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: *** You may submit unofficial transcripts when applying.

However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

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 Written Communication Planning and Evaluating Interpersonal Skills Self-Management Technology Application 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 preview the application questionnaire, click the following link:*** 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. 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. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully.

Errors or omissions may affect your rating or consideration for employment.

Documents you must provide

• 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 must also indicate the grade level.
• Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including Federal grade level(s) are insufficient to determine basic qualifications.
• Transcript if you are using education to qualify.
• Your transcript must show coursework and the total number of credits earned to include graduation date and degree.
• A diploma is NOT sufficient to determine 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 make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• 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.

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

Referred applicants may be contacted at any time during the hiring process. Please check all forms of communication (including email, voicemail, and spam folders), based on the contact information provided with your application, regularly to ensure you don't miss any updates.

Failure to respond to communications may result in you being disqualified from consideration.

You will receive a final notification of results once a decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Additional information

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies.

To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting your current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at *** Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion.

The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO).

Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), *** Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review: Procedures for Requesting a Reasonable Accommodation for Online Assessments.

(***) For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.