Supervisory Program Analyst

Full Job Description

The Supervisory Program Analyst functions as the supervisor of Systems Liaisons in Member Service, Business Support Office, providing centralized leadership and strategic direction for the use, implementation, and maintenance of Enterprise call center technology and telephone software within Veterans Health Administration (VHA).

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/20/2026.

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 by the closing date of this announcement.

For a GS-12 position you must have served 52 weeks at the GS-11. 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.

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.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Evaluating and analyzing multiple systems currently in use by staff in the organization; Developing and implementing new systems based on organizational need; Acting as a liaison between the Information Technology (IT) department and all other organization departments to increase speed of response for computer system related problems; Overseeing the gathering of requirements, procurement, deployment, and roll out of center-wide applications and special purpose phone system technology.

Organizing and delivering briefings to management to encourage understanding and acceptance of findings and recommendations.

You will be rated on the following Competencies for this position: Analytical Thinking Leadership Managing Human Resources Project Management Quality Management Systems Life Cycle 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. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

The Supervisory Program Analyst position is in the Business Support Office department of Member Services (MS) and provides administrative and technical supervision of the Systems section.

Duties of the position include, but are not limited to, the following: Performs administrative and human resources management functions relative to the Systems Liaisons staff.

Conducts extensive research and substantial in-depth analysis of a broad range of activities to include all systems utilized by MS staff and their stakeholders.

Assists in designing, building, and maintaining databases for tracking key service statistics and performance indicators.

Works with organizational leadership and various project/program teams to develop, manage, and control various applications and data quality improvement activities.

Manages the change management process of systems and databases which include developing new enhancements, identifying improvements, and advising management on requested changes.

Analyzes and prepares program status reports for internal and external use at all levels.

Identifies requirements, originates new techniques, establishes criteria, and develops reporting requirements in preparation of implementing new business functions.

Acts as a liaison between the Information Technology (IT) department and all other MS departments to increase speed of response for computer systems related problems.

Acts as the program coordinator of the MS Telework Program.

Oversees the oversight of regularly scheduled testing, training, and exercising of MS personnel's equipment, systems, processes, and procedures used to support the MS during any emergent event.

Work Schedule: Tour will be established Monday - Friday between the hours of 7:00 a.m. - 5:00 p.m. Remote: This position is not authorized for Remote work.

Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work.

Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position.

Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.

Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.

Position Description/PD#: Supervisory Program Analyst/PD068480