Program Analyst

About the company

The Smithsonian Institution is the world's largest museum, education, and research complex, with 21 museums and the National Zoo. This position is located in the Office of Visitor and Guest Services, National Museum of African American History and Culture (NMAAHC), under Secretary for Museums and Culture, Smithsonian Institution (SI).

Your tasks

This position serves as a Program Analyst and is responsible for analyzing Office of Visitor and Guest Services (OVGSs) programs and operations, developing recommendations for improvement, and supporting the planning, implementation, and evaluation for visitor service programs and initiatives. Typical duties include: Reviewing and analyzing OVGS programs, operational practices, procedures, workflows, and service delivery methods to identify opportunities to improve effectiveness, efficiency, consistency, and the visitor experience. Assessing OVGS training and operational readiness needs and developing, reviewing, coordinating, and continuously improving training materials, standard operating procedures, onboarding resources, refresher training, and other operational guidance. Developing, implementing, and maintaining systems and tools for organizing, documenting, analyzing, and communicating OVGS program and operational information, including procedures, schedules, briefing materials, reports, and other resources. Evaluating the effectiveness of these tools and recommending improvements. Coordinating assigned OVGS projects and initiatives from planning through implementation, including establishing milestones, coordinating with internal and external stakeholders, tracking progress, analyzing implementation challenges, recommending corrective actions, and reporting results. Researching emerging practices, technologies, and approaches within visitor services and related fields and evaluating opportunities for application within OVGS.

Requirements

Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-9 level in the Federal Service. For this position, specialized experience is defined as demonstrated experience collecting, organizing, and analyzing quantitative and qualitative information related to visitor services programs and operations; reviewing, and improving training materials, standard operating procedures, and other operational guidance; and implementing and maintaining systems and tools for organizing, documenting, and communicating program information. Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience. 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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.

Or Education: Three full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree related to the position may be substituted to meet the experience requirements. Or a Combination: Education and experience may be combined to meet the basic qualifications. For a full explanation of this option please see the Qualification Standards.

Special Instructions for Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. For instructions on where to fax these documents, see the "Required Documents" section of this announcement.

Time-in-Grade Requirements: Under competitive merit promotion procedures, any individual who is currently holding, or who has held within the previous 52 weeks, a General Schedule position under a non-temporary appointment in the competitive or excepted service, must meet "time-in-grade" requirements (have served 52 weeks at the next lower grade of the grade for which you are applying).

This position has no basic education requirement.

Conditions of Employment Qualification requirements, including one year time-in-grade at the next lower grade level for promotion candidates, must be met within 30 days of the job announcement closing date. See the 'Required Documents' section for additional information. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on OPM Website.