Program Analyst

About this role

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. Time in Grade: Current federal employees applying for a promotion opportunity must meet the time in grade requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.

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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

To qualify for the GS-9: Applicants must possess one year of specialized experience equivalent to the GS-7 in the Federal and or Public Service. Specialized experience is defined as: Providing users with technical assistance related to account access, login procedures, workflow processes, and system navigation, including basic troubleshooting for internal and external applications and systems; Documenting tickets, issues, and troubleshooting steps taken, and escalating more complex problems when necessary; and Tracking recurring issues and developing frequently asked questions, user guides, and basic training materials.

OR a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related To qualify for the GS-11: Applicants must possess one year of specialized experience equivalent to the GS-09 in the Federal and or Public Service. Specialized experience is defined as: Independently troubleshooting complex system and business process issues involving orders, inventory, shipments, deliveries, data validation, access, permissions, and workflow dependencies while coordinating with stakeholders; Analyzing service desk and program data to identify trends, recurring issues, root causes, workload patterns, and process gaps; preparing reports and recommending improvements; and Developing technical guidance, procedures, FAQs, knowledge base content, and training materials; assisting users and coordinating escalated issue resolution with stakeholders.