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Management And Program Analyst (Customer Service Representative

Bureau of the Fiscal Service | Philadelphia, PA

Posted Date 10/29/2024
Description

This position is located at Bureau of the Fiscal Service, Division of Business and Project Management. As a Management and Program Analyst (Customer Service Representative) you will manage all aspects of customer Interagency Agreements (IAAs) including preparing proposals for new customers, and renewals for existing customers, ensure the descriptions/roles and responsibilities, performance metrics, and driver definitions are both accurate and complete.

The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position.
  • Address customer questions/changes related to the IAAs. As necessary, works with operational management, executive management, and/or chief counsel to accumulate information or decisions that are responsive to the customer inquiry
  • Receive incoming inquiries for ARC services and involve appropriate ARC management in response.
  • Analyze and evaluate new and proposed guidance, policies and legislation
  • Analyze and report differences in our customer agreement report and operating plan compared to signed IAAs and modifications to ensure they are properly loaded in the system and will be accurately billed.
  • Conduct or assist in developing long-range strategies to project future program developments and needs, keeping abreast of and conducting research relevant to programs, and developing strategies and plans to accomplish long-term goals.
You must meet the following requirements within 30 days of the closing date of this announcement.

The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

Specialized experience for the GS-07 is defined as one year of experience at the GS-05 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following:

Communicating verbally and in writing in order to make recommendations or provide instruction. OR
Working with internal or external stakeholders to assess needs and provide information or support.

OR
You may substitute education for specialized experience as follows: 1 full year of graduate level education (18 Semester hours, 27 Quarter hours or equivalent)
OR
You may have a bachelors degree and meet one of the following requirements for superior academic achievement: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies.
OR
You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent.

Specialized experience for the GS-09 is defined as one year of experience at the GS-07 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following:

Explaining service lines to potential customers. OR
Discussing expansion of services.

OR
You may substitute education for experience as follows: master's or equivalent graduate degree OR 2 full years of progressively higher level graduate education leading to such a degree that demonstrates the knowledge, skills, and abilities necessary to do the work OR an LL.B. or J.D., in a field related to this position.
OR
You may qualify with a combination of experience and education. To combine education and experience, your total qualifying experience is calculated as a percentage of the experience required for the grade level. Then, your education is calculated as a percentage of the education required for the grade level. The two percentages are added together. The total percentage must equal at least 100 percent to qualify for that grade level. Note that only graduate education in excess of the amount required for the next lower grade level can be combined with the appropriate level of experience to qualify applicants for positions at the GS-9 grade level.

Note that only graduate education in excess of 18 semester hours can be combined with the appropriate level of experience to qualify applicants for positions at the GS-9 grade level.

Specialized experience for the GS-11 is defined as one year of experience at the GS-09 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following:

Experience tracking and reporting data for numerous customers. OR
Experience facilitating resolution of financial or operational issues

OR
You may substitute education for specialized experience as follows: completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related.
OR
You may qualify with a combination of experience and education. To combine education and experience, your total qualifying experience is calculated as a percentage of the experience required for the grade level. Then, your education is calculated as a percentage of the education required for the grade level. The two percentages are added together. The total percentage must equal at least 100 percent to qualify for that grade level. Note that only graduate education in excess of the amount required for the next lower grade level can be combined with the appropriate level of experience to qualify applicants for positions at the GS-11 grade level.

Specialized experience for the GS-12 is defined as one year of experience at the GS-11 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following:

Experience establishing timelines and monitoring progress on customer activities. OR
Experience addressing customer change requests

Note that only graduate education in excess of 36 semester hours can be combined with the appropriate level of experience to qualify applicants for positions at the GS-11 grade level.

In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:
For the GS-12, you must have been at the GS-11 level for 52 weeks.
For the GS-11, you must have been at the GS-09 level for 52 weeks.
For the GS-09, you must have been at the GS-07 level for 52 weeks.
For the GS-07, you must have been at the GS-05 level for 52 weeks.
Salary49,025.00 - 128,956.00 Annual

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