Systems and Procedures Analyst

$62,829 - $98,817/Yr

Department of Veterans Affairs - Austin, TX

Full-time - Entry Level

Austin, TX

Administration of Human Resource Programs

About the position

This position is located in the Financial Services Center, Chief Experience Office, Quality Assurance Section in Austin, TX where the incumbent serves as the Systems and Procedures Analyst. The incumbent is responsible for ensuring legislation, policy, procedures and knowledge content for the customer service program within FSC are documented and adhered to.

Responsibilities

• Advises top management, staff, and contractors on legislative, policy and process changes which impact the knowledge content, quality service delivery and training of customer service staff, ensuring knowledge content is immediately updated to reflect changes.
• Engages and initiates new financial service programs as they are centralized at the Financial Services Center by providing program, financial advice and support through analysis and evaluation.
• Performs a range of program quality assurance reviews, for customer service teams supporting a wide range of FSC financial systems and product lines.
• Provides subject matter expertise on internal controls compliance, process improvement, establishment and monitoring of key performance indicators.
• Provides comprehensive training support for new staff and ongoing recurring training for all customer support staff.
• Investigates and analyzes staff and customer complaints associated with deficiencies and prepares written evaluation reports concerning findings.
• Identifies process, knowledge, and training gaps and develops plans to address and improve them.

Requirements

• Must be a U.S. citizen to apply for this job.
• Selectees are subject to a background/suitability investigation.
• Selectees may be required to serve a probationary period.
• Selective Service Registration is required for males born after 12/31/1959.
• A complete application package, i.e., Resume, Transcripts, etc., as required by job announcement.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the Seasonal Influenza Prevention Program for VHA Health Care Personnel (HCP) is a requirement for all Department of Veterans Affairs HCP.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
• Must be proficient in written and spoken English.

Nice-to-haves

• Experience utilizing Customer Relationship Management (CRM/IFAMS) technology in support of customer service programs.

Benefits

• Comprehensive total rewards package including health insurance, retirement plans, and paid time off.