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Supervisory Systems & Procedures Analyst
Deputy Assistant Secretary for Finance · Posted 1 days ago
HybridBlue Ridge, GA$106K – $138KApply by Jun 3, 2026Financial Administration And ProgramENFJENFPESFJISFJCustomer Success
Apply for this job →About the Role
The position is located within the Department of Veterans Affairs(VA),Financial Services Center, Customer Experience Office where the incumbent serves as the Section Chief and is responsible for implementing the systems, policy, and procedures required to effectively manage execution of the Quality Assurance, Product Support and Product Implementation program in support of all customer service delivery for FSC.
What You'll Do
- →Major Duties: Oversees knowledge articles, policy and procedural communications via the Customer Self-Service Portal and external facing Portal for customers both within and external to the organization.
- →Provide direct support throughout the implementation of a financial system program and post deployment operations and maintenance as it relates to customer support quality assurance activities.
- →Provide customer service advice to senior executives, program officials and/or other specialists regarding the organization's programs, which impact the operation of several agency wide programs.
- →Establish controls over program schedules and resource requirements to ensure their synchronization across Financial and customer support programs to include related external activities.
- →Oversees a wide range communication methods, including written correspondence, audit activities, financial management activities, Federal financial policies and procedures, and briefs Maintains an internal and external communication system.
- →Implements quality customer service standards.
- →Oversees the delivery of customer service audit and training support for all functional customer support staff for a wide range of financial and functional support needs Maintain extensive knowledge of customer service technology and processes, the Prompt Payment Act, VA accounting and fiscal policy, Federal Acquisition Regulations, and other relevant rules and Regulations.
- →Promote the use of Customer Relationship Management (CRM) and customer self-service portal technology.
- →Oversee the development of knowledge articles, policy and procedural communications via the Customer Self-Service Portal for VA customers both within and external to the organization.
- →Determine customer service requirements through ongoing customer communication; visiting operational environments; conduct surveys; form focus groups; benchmark best practices; analyze information and applications.
- →Improve customer quality results by studying, evaluating and re-designing processes establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- →Produce reports that gauge quality of service; which are then presented to executive management on a recurring basis with recommendations for improvement along with root-cause reasons for any negative findings.
- →Identify customer service trends, determine system improvements; recommend and support implementation of system changes Provide advice and recommendations on Department policy decisions based upon knowledge and experience in the customer service areas.
- →Standardizes customer service scripts Make timely and accurate recommendations for balancing and expediting individual programs within the context of overall mission execution.
Requirements
- ✓You must be a U.S.
- ✓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.
- ✓As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two 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 one year probationary period or two year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: cf282004-652b-4958-a327-15b0695beee0
Posted via USAJobs