Summary This position is located within the VA Financial Services Center (FSC). FSC provides help desk support to VA employees and to VA payroll and HR offices. The help desk primarily handles issues and concerns for the VA Time and Attendance System (VATAS) and the Defense Civilian Pay System (DCPS). The incumbent will provide customer service, analyze payroll inquiries, and utilize a Customer Relations Management (CRM) system. Duty locations will be determined upon selection. Responsibilities This is not a bargaining unit position. Please read this public notice in its entirety prior to submitting your application. Applications will be considered and referred based on the cut-off date criteria indicated below. 8/28/2025 - Applications received on 8/22/2025 - 8/28/2025 by 11:59 pm 9/05/2025 - Applications received on 8/29/2025 - 9/05/2025 by 11:59 pm 9/12/2025 - Applications received on 9/06/2025 - 9/12/2025 by 11:59 pm 9/19/2025 - Applications received on 9/13/2025 - 9/19/2025 by 11:59 pm 9/22/2025 - Applications received on 9/20/2025 - 9/22/2025 by 11:59 pm Applications received by 11:59 pm on the cut-off dates will be reviewed. If an application is received after the cut-off date has passed, the applicant's resume and any other supporting documentation will be retained and reviewed on the next cut-off date.Applicants will receive a notification regarding their referral status once a qualification determination has been made for all applicants who applied during the cut-off window. Qualified applicants will be referred to the selecting official for further consideration and will be notified once a selection decision has been made. Note: Submitting multiple applications may alter the order in which they are reviewed. VA offers a comprehensive total rewards package: VA Total Rewards Work Schedule: Monday - Friday, Specific tour-of-duty to be discussed with hiring manager Compressed/Flexible Schedule: Available with supervisory approval Telework: Available with supervisory approval Duty Location Status: To be determined - This is a virtual position that will be required to work in the nearest VA facility if office space is available. Position Description Title/PD#: Systems and Procedures Analyst/ PD13239A and PD13240A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Physical Demands: The position is principally sedentary. This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-9. At the GS-7 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-9. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied. Major Duties: Serves in a call center environment, working assigned tours of duty to support nationwide coverage of customer support operations Delivers technical customer support by researching and applying relevant policies, procedures, knowledge bases, and reference materials to resolve functional and technical incidents related to the agency's financial management systems and applications Functions as an analyst on major organizational projects, including, but not limited to the planning and deployment of new systems (e.g., VATAS), migration to upgraded systems (e.g., DCPS), and implementation of initiatives involving key financial applications (e.g., HR Smart) Responds to and resolves customer requests and technical issues related to information technology services, escalating issues as needed to ensure timely and effective resolution Exercises strong communication skills through delivering presentations, preparing and editing technical documentation and correspondence, and actively listening to accurately assess and address customer needs Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/22/2025. 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-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7. 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. Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year 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 using automated systems to process payroll, time and attendance, or leave transactions. AND You may qualify based on your education/experience/combination as described below. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Specialized Experience for GS-7: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience providing customer service to end users by responding to inquiries and delivering accurate information in accordance with established policies and procedures; assisting customers in navigating financial systems, applications, and related resources to ensure proper issue routing or escalation; and documenting actions taken to maintain continuity in help desk or customer support operations; OR Education for GS-7: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or superior academic achievement; OR Combination of Education and Experience for GS-7: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond a full 4-year course of study leading to a bachelor's degree. Specialized Experience for GS-9: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience providing consultative and technical support to end users on the use of financial management systems and applications; performing root cause analysis to identify and resolve software defects; recommending and implementing solutions or workarounds, and documenting all related communication and resolution steps in an incident tracking system; and delivering formal or informal training to employees and customers to improve understanding of system functionality and reduce recurring issues; OR Education for GS-9: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related; OR Combination of Education and Experience for GS-9: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 full year of graduate level education. You will be rated on the following Competencies for this position: Communication Problem Solving Technical Competence Per Office of Personnel Management General Schedule Qualification Policies, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, human resources director, or official documentation such as SF-52, SF-50 documenting an official detail/assignments, or other comparable documentation). The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties. To receive credit for experience in your resume that is not within the official series and grade level of your position, you must provide official documentation of such experience as indicated above. 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; religions; 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. Note: A full year of work is considered to be 35-40 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. For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp. Education Education for GS-7: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or a Bachelor's degree with superior academic achievement. Superior academic achievement (SAA) is a provision that recognizes students who have achieved superior academic standing as evidenced by (1) class standing, (2) grade-point average, or (3) honor society membership. To be creditable under this provision, applicants must have completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled and must submit proof from their educational institution that they meet one of the criteria listed below: Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Election to membership in a national scholastic honor society -- Applicants can be considered eligible based on membership in one of the national scholastic honor societies recognized by the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision. For more information regarding SAA, please visit: General Schedule Qualification Policies (opm.gov) Education for GS-9: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D. PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. Additional Information The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. This job opportunity announcement may be used to fill additional vacancies. The Fair Chance to Compete for Jobs Act (or the Act) prohibits the Department of Veterans Affairs (VA) from requesting applicant criminal history record information before extending a conditional or tentative offer of employment. In accordance with 5 U.S.C § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Act. Applicants who believe they have been subjected to a violation of the Act, may submit a written complaint within 30 calendar days of the date of the alleged non-compliance to VA at vacofairchanceact@va.gov. Applicant written complaints should include the following: Administration name: Veterans Health Administration (VHA) Office name, employee name and contact information or contractor who made contact (if known). Date of contact. Details regarding the job opportunity announcement applied to, and copies of any documents or other evidence related to the complaint. Visit Office of the Chief Human Capital Officer (OCHCO) for more information. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
