Supervisory Program Analyst

Full Job Description

As the Supervisory Program Analyst for VHA Member Services, the incumbent reports directly to the Associate Director of Knowledge Management. Responsibilities are complex in scope.

The work involves evaluating existing Policy/Procedures/scripting and analyzing the need to edit, revise or create new Policy/Procedures/scripting utilized in social science services throughout Member Services (MS).

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/06/2026.

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-13 position you must have served 52 weeks at the GS-12. 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-12 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Responding to questions and inquiries, resolving recurring problems and discrepancies, and developing basic procedural guidelines.

Promoting and implementing state of the art Knowledge Management (KM) solutions. Providing guidance and technical direction to staff for accomplishing the work of the unit.

Ensuring available policies, procedures, and scripting accurately reflect expected measures.

Providing guidance to front line contact center staff, KM, trainers, coaches, supervisors, and others to ensure script content is consistent.

You will be rated on the following Competencies for this position: Administration and Management Developing Others Knowledge Management Planning and Evaluating 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:

Develop and implement the use of processes and best practices for multi-disciplinary contact center operations, assuring the delivery of accurate, effective and high quality programs.

Conducts reviews and analyses, provides written guidance to employees, answers questions and responds to customer requests for document changes.

Coordinates and manages documentation initiatives, assesses proposals, and conducts regular audits of existing knowledge content.

Ensures all KM generated policies, procedures, and scripting comply with Quality and Compliance guidelines and promote quality.

Provide leadership and guidance for knowledge content to improve and sustain the quality and effectiveness provided by KM systems.

Possess knowledge of work processes of all scripting/documentation activities and/or possess high level or ability to adapt and learn.

Provides guidance and technical direction to staff for accomplishing the work of the unit and ensuring available policies, procedures, and scripting accurately reflect expected measures.

Work Schedule: 8am to 430pm Monday through Friday. 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/PD06874A