Program Analyst

This position serves a Program Analyst within the Business Support Office-System Management of VHA Member Services. The Program Analyst will manage the overall maintenance and updates of business application software for the Member Services (MS) business lines to include telephony, customer relationship management, and those software programs used during interactions with our nation's Veterans, their families, caregivers, and survivors.

The Program Analyst is the primary resource for integrating the components of business processes as related to functionality and business requirements, as well as workflow, software upgrades, and software functionality to support user interface activities, Employee Experience, and Veteran Experience. The Program Analyst acts as an advisor to Member Services management, OI&T and Member Services Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality. Major duties include but are not limited to: Supports the day-to-day maintenance and operation of the business application software used within Member Services. Troubleshoot technical issues within the business application software and determine next steps if remediation requires additional support or work from OI&T. Collaborates and advises Member Service Business Lines regarding telephony software to include develop call flows, managing the automated call directory and process flows. Advises Member Service management, OI&T and Member Service Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality. Provides business oversight for software programs integral to the overall administration and operations of the business that effect programmatic changes. Determining functionality and correct operations of software patches as they affect national operations and end users. Participate in Integrated Project Teams (IPT) to support improving Veterans and Employees' experience with business applications software. Works with Systems Management (SM) staff, business lines, OI&T, stakeholders, and end users in the Software Development Lifecycle (SDLC). Apply analytical processes to the design, implementation, and maintenance of new and improved business application software. Coordinates business processes and software functions and supports in the scoping, gathering of requirements, deployment, and roll out of new applications. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 8:00am - 4:30pm. Position Description/PD#: Program Analyst/PD58646A Financial Disclosure Report: Not required 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. Location Negotiable: The "location negotiable" option applies to VA employees who are already assigned to a VA duty station. This option will be implemented in accordance with applicable VA policies, as well as current agency and Presidential guidance Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required.

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 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-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 probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Location Negotiable: The "location negotiable" option applies to VA employees who are already assigned to a VA duty station. This option will be implemented in accordance with applicable VA policies, as well as current agency and Presidential guidance