Management & Program Analyst

Management & Program Analyst

Department: Department of Veterans Affairs

Location(s): Dallas, Texas

Salary Range: $67100 - $87235 Per Year

Job Summary: The Primary Purpose of the Position is: To provide analytical, evaluative, and administrative assistance to the Veteran and Staff Experience Coordinator for the VA North Texas Health Care System. The Organizational Location of the Position is: Office of Assistant Director for Outpatient Services, Veteran and Employee Experience Office, VA North Texas Health Care System (VANTHCS), Dallas, TX.

Major Duties:

• Duties include but are not limited to: Improvement Projects (40%) Analyzes, Plans, Conducts, Coordinates, and Develops process improvement projects to increase Veteran Satisfaction within all areas of the VA North Texas Healthcare System. Provides for the overall analyses of Veteran and Employee Satisfaction Data as it pertains to the Office of Customer Service. This will require downloading, analyzing, formatting, and evaluation of data from multiple internal and external databases setup up to capture Veteran and Staff satisfaction at both the local and National VHA level. Utilized the following programs to extract the data will include; Survey of Healthcare Experiences of Patient (SHEP), Patient Advocate Tracking System (PATS), TruthPoint Reports, Speak to the Director and Courtesy in Action (CIA) Programs, All Employee Survey, and other areas that pertains to improving satisfaction Veteran and Employee Satisfaction. Data Analysis (30%) Conducts studies on various issues or problems. Reports on and identifies from the data collected areas in which we can improve Services to both Veterans and Staff of the VA North Texas Healthcare System. To accomplish this employee will be required to work with Executive Leadership, Service Chiefs, and Administrative Officers to identify concerns within their respective areas of responsibility and to assist with the facilitation of action plans to overcome them. Tracks and monitors these action plans and updating Executive Leadership and others about their effectiveness. Establishment of a database from which to do this is essential. Reports and Correspondence (15%) Prepares a variety of reports, documents, correspondence, etc. Composes and prepares correspondence such as VISN Level Suspense's, External requests for information about the VA North Texas Healthcare Systems mission, programs, and Veteran and Staff Satisfaction levels. Anticipates need for information, gathers and summarizes information from databases and reports and systematically prepares material so that it is immediately available for Leadership and Staff needs. File and Record Management (15%) Develops, establishes, updates, and maintains administrative procedures and records/files of various types to ensure effective and efficient operations. Manages the development, implementation and on-going monitoring of the data for the Office of Customer Service using SharePoint technology. In conjunction with Customer Service Coordinator , identifies information needed for the site, develops the format for the data management, uploads required content, monitors data for consistency/accuracy and makes necessary edits to assure information is current and up to date. Work Schedule: Monday - Friday, 8:00am to 4:30pm Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Management & Program Analyst/PD087160 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/29/2026. 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-09 position you must have served 52 weeks at the GS-07. 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 former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one 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. Examples of specialized experience would typically include, but are not limited to: CLERICAL: Office Automation to include: creating reports, reviewing documents, and answering phone lines; CUSTOMER SERVICE: Assists Veterans and families, staff, employees, service officers, local, state and federal officials or any individuals requesting assistance; WRITING: Maintains correspondence for the service to include incoming/outgoing mail, reports and other documents. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 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 (TRANSCRIPT REQUIRED). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 year of graduate education. 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/.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12943847. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 04/29/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at https://help.usajobs.gov/faq/application/documents/resume/page-limit

Application Deadline: 2026-04-29