Job Summary

This position serves as the Call Center Data Analyst of the VA Northern California Health Care System Telephone Access Program under Benefits and Data Management Service (BOMS). This position is on the Veterans Integrated Service Network (VISN) 21 Patient Aligned Care Team (PACT) Call Center Pilot Team and the VISN 21 Customer Relations Management Team.

Job Description

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/02/2026. 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-09 position you must have served 52 weeks at the GS-07. 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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of organizational programs, terminology, procedures, and standards in order to perform the full scope of the investigative process from study and planning to execution to final reports. Ability to analyze factual information and evaluate significant factors, solve complex problems based on statistical data. Ability to apply knowledge of qualitative and quantitative analytical techniques such as workload measurement, trending analysis, regression analysis, correlation, and similar statistical measures. Knowledge to conduct process studies to identify, analyze, and recommend solutions to problems associated with support functions or program operations. Knowledge and skill in applying analytical and evaluative techniques to identify, analyze, and resolve issues/problems to improve the efficiency and effectiveness of the Call Center operations. Extensive knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and data analysis software to organize, evaluate, and analyze data to produce reports, technical papers, and briefings. Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Successfully completed a Master's degree or 2 full years of progressively higher level or LL.B. or J.D., if related graduate education leading to such a degree in a major field of study related to the work of the position which provided the knowledge, skills, and abilities necessary to perform the duties of this position. (NOTE: TRANSCRIPTS MUST BE SUBMITTED WITH THE APPLICATION MATERIALS. CONFERRAL OF DEGREE(S) EARNED SHOULD BE PRESENT ON TRANSCRIPT(S). UNOFFICIAL TRANSCRIPT(S) IS OK.). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond bachelors degree. [Note: To combine education and experience, first determine how much of the qualifying experience and education you have, as a percentage of what is required for each. Add the percentages together, and if the total is 100% or more, then the combined education and experience is qualifying for the position. EXAMPLE: To compute the percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of education beyond the first 18 semester hours (i.e. beyond the first year) by 18. Add the two percentages together. The total percentage must equal at least 100% to qualify.] (NOTE: TRANSCRIPT(S) MUST BE SUBMITTED WITH APPLICATION MATERIAL. CONFERRAL OF DEGREE(S) EARNED SHOULD BE PRESENT ON TRANSCRIPT(S). UNOFFICIAL TRANSCRIPTS OK). You will be rated on the following Competencies for this position: Accountability Analytical Reasoning Attention to Detail Computer Skills Customer Service Customer Service (Clerical/Technical) Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Veteran and Customer Focus 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. Physical Requirements: The work is primarily sedentary with some standing, stooping, reaching and lifting up to 20 pounds; driving an automobile to site locations within the VANCHCS will be necessary. The employee is required to work with computer equipment which impacts on hand and wrist motions. Work is typically performed in an adequately lighted and climate controlled office. May require occasional travel. There are frequent interruptions by phone calls from facility staff requesting information. Due to changing deadlines and priorities, work may be stressful at times. 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/.