Management Analyst

Summary

This position is located in the Veterans Experience Office (VEO), Customer Experience Data, Analytics, and Technology Solutions (CXDATS), Enterprise Contact Center Operations (ECCO). The incumbent serves as a Management Analyst who develops complex SQL queries and Power BI dashboards; uses AI tools to analyze structured and unstructured data; and translates analytical findings into recommendations to improve operations and the Veteran experience.

Duties

Develops and executes complex SQL queries to extract, integrate, and validate data from multiple enterprise sources, including telephony, CRM, workforce management, and quality systems Designs, builds, and maintains Power BI dashboards and standardized reports, including data models and calculated measures, used by VA senior leaders Uses VA-approved AI tools, including AI coding assistants, to build and validate analyses of unstructured data, such as text mining and classification of hundreds of thousands of case comments, and identifies appropriate uses of AI and automation Applies statistical and analytical methods, including Lean Six Sigma, to identify trends, root causes, and links among service delivery, employee performance, and Veteran outcomes Analyzes operational data, such as staffing forecasts, schedule adherence, quality reviews, and knowledge management use, to identify performance gaps and recommend improvements Translates analytical findings into recommendations, briefings, and written reports for VA senior leadership and in response to data requests from Congress, OMB, and the White House Works as part of a team and with VHA, VBA, NCA, and VEO partners to obtain data, define business rules, and deliver data-driven improvement projects Applicant Count: This announcement will remain open until the closing date, 11/18/2026, or when the applicant count is reached, whichever is earlier. The applicant count is the point at which the first 100 applications are received. All applications submitted that day up to 11:59 p.m. Eastern Standard Time on the date the applicant count is reached will be accepted and considered. Work Schedule: Mon - Fri 7:30 am - 4:00 pm ET Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position. Position Description/PD#: PD17760A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Permanent Change of Station (PCS): Not Authorized Requirements

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-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. As a condition of employment for accepting this position, you may be required to serve a one-year probationary period or two-year trial 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 one-year probationary period or two-year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/18/2026. 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 some former Federal employees applying for reinstatement, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. AND Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume. The Selective Placement Factor for this position is: Experience developing and executing complex Structured Query Language (SQL) queries to extract and integrate data from multiple sources. AND 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: Extracting, integrating, and validating data from multiple sources using database querying or data processing tools; Developing dashboards, data models, and reports using Power BI or comparable business intelligence tools; and Applying quantitative and qualitative analytical methods to identify trends, evaluate organizational performance, and develop recommendations for program or operational improvements. You will be rated on the following Competencies for this position: Data Analysis Data Visualization Organizational Performance Analysis Written Communication 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. Note: Resume must include job title and employer name, number of hours worked per week, start and end dates (including month and year), list of duties and responsibilities for each position held. In addition, if the experience was a federal position, you must list the grade for each position held. Failure to include this information may result in an ineligible rating. A full year of work is considered to be 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. Physical Requirements: Work is primarily sedentary in nature, and will require working on the computer and listening to conference calls and recordings of training and calls with customers. 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/. The Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified for this vacancy, you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and meet the well-qualified criteria below: Independently developing and implementing SQL-based analytical solutions involving multiple organizational data sources to support recurring performance reporting, complex analyses, and management decision-making; Independently designing and developing complex dashboards, data models, and reports using Power BI or comparable business intelligence tools to support performance monitoring and senior leadership decision-making; and Conducting comprehensive quantitative and qualitative analyses of complex organizational programs or operations to identify trends, evaluate performance, and develop actionable recommendations for senior leadership. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Education

There is no educational substitution at the GS-13 level. How You Will Be Evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. 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 for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork 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. Narrative responses are not required at this time. If you are referred for consideration, you may be contacted for 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. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. Area of Consideration: Eligible applicants will be reviewed and referred in the following order: CTAP-eligible candidates Current, permanent Department of Veterans Affairs (VA) employees During the application process, you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Other Information

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. For more information about the Act and the complaint process, visit Human Resources and Administration (HRA) at The Fair Chance Act. 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. VA policy is 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. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. 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 the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information