IT Analyst

Deputy Assistant Secretary for Information and Technology • United States, United States • 3w ago

Summary 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. Responsibilities Determines the impact and implications in supporting information systems by reviewing directives, policies, programs, enterprise-wide functional user requirements and acquisition strategies for program related issues. Provides leadership with recommendations through interpretation of general work plans, problems, policies and needs into comprehensive and long range projects. Displays expert knowledge of the mission and programs of the customer organizations sufficient to provide advice and guidance in dealing with complex IT issues. Manages stressful situations and deals with obstacles including peer relations and demands of handling multiple tasks through flexibility, creativity and initiative. Implements, integrates, tests and maintains new system design and test procedures, including software and hardware devices, into existing network architecture; including enhancing traditional telephony, IP telephony and video teleconferencing in support of critical business applications and processes. Provides technical expertise and management on the implementation of assigned programs and projects while researching, testing and planning for the integration of new information technologies. Provides feedback and recommendations on information gained to senior leadership and interfaces between technical experts and functional users. Responds to after-hours pages, alerts and phone calls indicating the department system performance outside established thresholds, and works to rectify the situation until complete or positive hand off has occurred with other technicians as appropriate. Accomplishes long and short-range projects and management plans in the modification of systems, software, hardware, and networks. Plans, coordinates, develops, improves and integrates efficient and economical management of information systems in support of Unified Communications division activities. Promotion Potential: The position is at full performance level. Work Schedule: M-F 8am - 4:30pm Compressed/Flexible: Available at managers discretion Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: IT Analyst/PD17432A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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 https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education There is no educational substitution at this grade level. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. 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. 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 qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

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