Management and Program Analyst

Full Job Description

See below for important information regarding this job.

To qualify for a Management and Program Analyst, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position.

To qualify at the GS-011 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military or private sector.

Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement.

Creditable specialized experience includes: Assists in coordinating or finding resolution of customer service/customer relations issues, providing information or assistance in identifying customer document services needs related to: Electronic Document Management (EDM), Equipment Management Solutions (EMS), Document Services Online (DSO), and various specialty services.

With assistance and training markets and sells the full range of products and services offered by Document Services to a diverse and geographically dispersed customer base across all levels of rank and responsibility.

Independently coordinates, implements, and ensures compliance with Congressional, agency, and Document Services printing and document automation regulations, policies and procedures.

Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S.

Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation.

To qualify based on education in lieu of specialized experience, you must possess: GS-11: A Ph.D.

or equivalent doctoral degree, or 3 full years of progressively higher-level graduate education leading to such a degree, or LL.M., if related.

Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS 09 grade level, 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-09 or GS-11 levels.

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, religious, 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. Major Duties:

• Serves as a customer service specialist for the DLA Doc Svcs and the organizations main business area: Equipment Management Solutions (EMS), for office printing devices including leased multifunctional devices, purchases and other specialty services.
• Acts as a customer liaison for EMS business area to ensure customer requirements are met in a timely manner and a quality product is delivered.
• Markets and sells the full range of product and services offered by Document Services to a diverse and geographically dispersed customer base across all levels of rank and responsibility.
• Schedules and facilitates quarterly program reviews with all customers identified as significant or critical by the Supervisory Customer Relations Specialist.
• Works with the customers to achieve customer requirements and goals without compromising established Document Services business rules.
• Responsible for development of customer Memorandum of Agreement (MOA) up to total value of $100K and receipt of funding for services as requested.
• Researches, analyzes and monitors customer service patterns and potential problems.