Description du poste
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.
PRINCIPALES MISSIONS :
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
QUALIFICATIONS REQUISES :
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 ineligi