Program Specialist

This position is in the Veterans Experience Office's Multi-Channel Technology Directorate in the Enterprise Contact Center Operations (ECCO) Division. The incumbent serves as a Management and Program Analyst in the Automated Data Processing Application Coordinator (ADPAC) program.

*This announcement will close at midnight of the day that 100 applications have been received*.

Qualifications:

GS-09: Specialized Experience: You must have one (1) year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Experience assisting with contact center operations, and/or experience assisting with on boarding/off boarding staff members.
OR
GS-09: Education: You must possess a master's or equivalent graduate degree or two (2) full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
OR
GS-09: Combination of Education and Specialized Experience: Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

GS-11: Specialized Experience: You must have one (1) year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Experience with contact center operations, and/or diagnosing and resolving customer reported technology incidents, and/or serving as the point of contact for on-boarding/off-boarding staff members.
OR
GS-11 Education: You must possess a Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher level graduate education leading to such a degree or LL.M., if related.
OR
GS-11 Combination of Education and Specialized Experience: Applicants may also combine education and experience to qualify at the GS-11 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Administration and Management
• Analysis and Problem Solving
• Teamwork
• Technology Management

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.

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.

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/.

Salary : $49,082 - $77,112