IT Analyst

Join the Connectivity and Collaboration Service (CCS) under OIT and be part of VA's digital transformation. CCS designs and maintains world‑class connectivity, collaboration, and support services with secure, redundant, and reliable connections across the enterprise. We deliver a delightful user experience, empowering internal and external VA customers, with robust offerings for video and web conferencing, telephony, secure messaging, and more, built on a resilient network infrastructure. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2026. 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: Managing, configuring, maintaining, and supporting enterprise cloud‑based contact center and unified communications platforms. This experience involves administering user accounts, system configurations, call routing, reporting tools, and platform integrations, as well as troubleshooting complex technical issues related to voice, messaging, customer engagement, workforce management, and omnichannel communications. The role also requires collaborating with IT teams, vendors, and stakeholders, utilizing diagnostic tools, managing support tickets and escalations, coordinating with third‑party providers, and documenting operational procedures. Additional experience in supporting customer engagement operations, administering contact center technologies, agent support tools, quality management systems, and analytic platforms to improve operational efficiencies is essential. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at #J-18808-Ljbffr US Deputy Assistant Secretary for Information and Technology