Program Analyst

Program AnalystThe Program Analyst is the primary resource for integrating the components of business processes as related to functionality and business requirements, as well as workflow, software upgrades, and software functionality to support user interface activities, Employee Experience, and Veteran Experience. The Program Analyst acts as an advisor to Member Services management, OI&T and Member Services Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality. Major duties include but are not limited to:Supports the day-to-day maintenance and operation of the business application software used within Member Services.Troubleshoot technical issues within the business application software and determine next steps if remediation requires additional support or work from OI&T.Collaborates and advises Member Service Business Lines regarding telephony software to include develop call flows, managing the automated call directory and process flows.Advises Member Service management, OI&T and Member Service Business Lines on call center software, technological upgrades, and business process flows as it impacts business application software functionality.Provides business oversight for software programs integral to the overall administration and operations of the business that effect programmatic changes.Determining functionality and correct operations of software patches as they affect national operations and end users.Participate in Integrated Project Teams (IPT) to support improving Veterans and Employees' experience with business applications software.Works with Systems Management (SM) staff, business lines, OI&T, stakeholders, and end users in the Software Development Lifecycle (SDLC).Apply analytical processes to the design, implementation, and maintenance of new and improved business application software.Coordinates business processes and software functions and supports in the scoping, gathering of requirements, deployment, and roll out of new applications.Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 8:00am - 4:30pm.PD58646ANot required.This position is not authorized for Remote work.This position may be authorized for Telework. Telework eligibility will be discussed during the interview process.This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position.Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.The "location negotiable" option applies to VA employees who are already assigned to a VA duty station. This option will be implemented in accordance with applicable VA policies, as well as current agency and Presidential guidance.Not Authorized.Not Authorized.Not required.