Management and Program Analyst

Telework Eligible

Yes

Major Duties

• If selected at the GS-9 level, duties will be in a developmental capacity
• Serves as a customer service specialist for the DLA Document Services and the organization's main business area
• Acts as a customer liaison for EMS business area to ensure customer requirements are met in a timely manner and a quality product is delivered.
• Markets and sells the full range of product and services o?ered by Document Services to a diverse and geographically dispersed customer base across all levels of rank and responsibility.
• Schedules and facilitates quarterly program reviews with all customers identi?ed as signi?cant or critical by the Supervisory Customer Relations Specialist.
• Works with the customers to achieve customer requirements and goals without compromising established Document Services business rules.
• Responsible for receipt of funds, acceptance and de-obligation of funds as requested utilizing G-Invoicing and legacy funding systems.
• Researches, analyzes and monitors customer service patterns and potential problems.

Qualification Summary

To qualify for a Management and Program Analyst, your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-09 level, applicants must possess one year of specialized experience equivalent to the GS-07 level or equivalent under other pay systems in the Federal service, military or private sector. To qualify at the GS-011 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: GS-09: Assisting in coordinating or finding resolution of customer service/customer relations issues Providing information or assistance in identifying customer document services needs related to: Electronic Document Management (EDM), Equipment Management Solutions (EMS), Document Services Online (DSO), and various specialty services. Assisting in the marketing and sales of products and services offered by Document Services. Assisting geographically dispersed customer base across all levels of rank and responsibility in regard to the mission. GS-11: Coordinating, implementing, and ensuring compliance with Department of War (DoW) regulations, policies and procedures. Conducting Equipment Management Solutions (EMS) Assessments on office equipment (copy, print, scan, fax) for customers. B.Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary todo the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See If using education to meetbasic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based oneducation in lieu of specialized experience, you must possess: GS-09: A master's or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to such a degree, or LLB. or J.D., if related. GS-11: A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or LL.M., if related. C.Combination: Combinations of successfully completed post-high school education and experience may beused to meet total qualification requirements for the GS 09 grade level, and may be computed by firstdetermining the applicant's total qualifying experience as a percentage of the experience required for the gradelevel; then determining the applicant's education as a percentage of the education required for the grade level;and then adding the two percentages. The total percentages must equal at least 100 percent to qualify anapplicant for that grade level. Only graduate education in excess of the amount required for the next lowergrade level may be used to qualify applicants for positions at the GS-09 or GS-11 levels. 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. For an explanation of the overseas entitlements, please review the information in the following link: U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Ordinarily Resident is defined as a U.S. citizen who is locally resident; and, has legal, permanent resident status within the host country; and, is subject to host country employment and tax laws. Pay Retention will be extended to an eligible employee who applies through a formal recruitment program and is selected for a position at an overseas location.