Management Analyst

About the company

This position is located in the Veterans Experience Office (VEO), Customer Experience Data, Analytics, and Technology Solutions (CXDATS), Enterprise Contact Center Operations (ECCO). The incumbent serves as a Management Analyst who develops complex SQL queries and Power BI dashboards; uses AI tools to analyze structured and unstructured data; and translates analytical findings into recommendations to improve operations and the Veteran experience.

Your tasks

• Develops and executes complex SQL queries to extract, integrate, and validate data from multiple enterprise sources, including telephony, CRM, workforce management, and quality systems
• Designs, builds, and maintains Power BI dashboards and standardized reports, including data models and calculated measures, used by VA senior leaders
• Uses VA-approved AI tools, including AI coding assistants, to build and validate analyses of unstructured data, such as text mining and classification of hundreds of thousands of case comments, and identifies appropriate uses of AI and automation
• Applies statistical and analytical methods, including Lean Six Sigma, to identify trends, root causes, and links among service delivery, employee performance, and Veteran outcomes
• Analyzes operational data, such as staffing forecasts, schedule adherence, quality reviews, and knowledge management use, to identify performance gaps and recommend improvements
• Translates analytical findings into recommendations, briefings, and written reports for VA senior leadership and in response to data requests from Congress, OMB, and the White House
• Works as part of a team and with VHA, VBA, NCA, and VEO partners to obtain data, define business rules, and deliver data-driven improvement projects

• Independently developing and implementing SQL-based analytical solutions involving multiple organizational data sources to support recurring performance reporting, complex analyses, and management decision-making;
• Independently designing and developing complex dashboards, data models, and reports using Power BI or comparable business intelligence tools to support performance monitoring and senior leadership decision-making; and
• Conducting comprehensive quantitative and qualitative analyses of complex organizational programs or operations to identify trends, evaluate performance, and develop actionable recommendations for senior leadership.

Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/18/2026.

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-13 position you must have served 52 weeks at the GS-12. 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 some former Federal employees applying for reinstatement, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.

AND Selective Placement Factor: This position includes a skill, knowledge, ability or other worker characteristic basic to -and essential for- satisfactory performance of the job. Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. Evidence of the Selective Placement Factor must be reflected in your resume. The Selective Placement Factor for this position is: Experience developing and executing complex Structured Query Language (SQL) queries to extract and integrate data from multiple sources.

AND You may qualify based on your experience as described below:

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

• Extracting, integrating, and validating data from multiple sources using database querying or data processing tools;
• Developing dashboards, data models, and reports using Power BI or comparable business intelligence tools; and
• Applying quantitative and qualitative analytical methods to identify trends, evaluate organizational performance, and develop recommendations for program or operational improvements.

You will be rated on the following Competencies for this position:

• Data Analysis
• Data Visualization
• Organizational Performance Analysis
• Written Communication

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.

There is no educational substitution at the GS-13 level.

You must be a U.S. Citizen to apply for this job

• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• 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 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 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.

What we offer

Telework: Not applicable, this is a remote position.

How to apply

Applicant Count: This announcement will remain open until the closing date, 11/18/2026, or when the applicant count is reached, whichever is earlier. The applicant count is the point at which the first 100 applications are received. All applications submitted that day up to 11:59 p.m. Eastern Standard Time on the date the applicant count is reached will be accepted and considered.

Note: Resume must include job title and employer name, number of hours worked per week, start and end dates (including month and year), list of duties and responsibilities for each position held. In addition, if the experience was a federal position, you must list the grade for each position held. Failure to include this information may result in an ineligible rating. A full year of work is considered to be 40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

The Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified for this vacancy, you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and meet the well-qualified criteria below:

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

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.

Other

Work Schedule: Mon - Fri 7:30 am - 4:00 pm ET

Virtual: This is not a virtual position.

Position Description/PD#: PD17760A

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not Required

Permanent Change of Station (PCS): Not Authorized

Physical Requirements: Work is primarily sedentary in nature, and will require working on the computer and listening to conference calls and recordings of training and calls with customers. 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/.