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Program Analyst
Veterans Health Administration · Posted 120 days ago
Hybrid Lakewood, CO $75K – $121K Apply by May 26, 2026 Management And Program Analysis ENTJINTJINTPISTJ OperationsCustomer Success
Apply for this job → About the Role
This position is located within the Customer Service (CS) Directorate, Office of Integrated Veteran Care (IVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA). The incumbent serves as a key member of the CS team, providing analytical, operational, and project management support to improve customer service operations, program performance, process improvement initiatives, and organizational efficiency in a high-volume, fast-paced contact center environment.
What You'll Do
- →Area of Consideration- Eligible applications will be reviewed and referred in the following order: 1.
- →Current VA employees designated as surplus or displaced by the VA - Career Transition Assistance Plan (CTAP) eligible 2.
- →Current VA employees of the facility where this vacancy is located (either 810 Vermont Ave NW, Washington, DC 20420 or Denver Federal Center, West 6th Avenue & Kipling Street, Lakewood, CO, 80225) 3.
- →Current VA employees of the staff office posting this vacancy - Integrated Veteran Care (current SF-50 must show IVC in box 22 or 135 in box 40) Duties include, but are not limited to: Responding to internal operational requests and trouble tickets by coordinating with cross-functional departments to facilitate timely resolution of issues.
- →Communicating effectively with internal and external customers regarding operational processes, service concerns, and program-related initiatives.
- →Assisting with the implementation of new procedures, technologies, and workflow enhancements impacting Customer Experience operations.
- →Providing training as the subject matter expert (SME) for Customer Service.
- →Testing, validating, and assisting in the implementation of software applications and system enhancements related to customer service and contact center operations.
- →Performing other duties as assigned.
- →Work Schedule: 8-hour tour Monday-Friday between 6am and 5pm MT, based on business needs.
- →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 a VA owned or leased space.
Requirements
- ✓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 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓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.
- ✓A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
- ✓Note: Only education or degrees recognized by the U.S.
Personality Fit
Job ID: 149ee579-4c16-4d0c-85c9-ca64e970192f
Posted via USAJobs