Program Analyst - Transportation Security Administration - Colorado Springs, Colorado - EXPIRED

This Program Analyst position is located in the Office of Intelligence and Analysis (OIA), Program Management Division, Universal Enrollment Services Branch, Transportation Security Administration (TSA), Department of Homeland Security (DHS). If selected for this position, you will serve as a Customer Service Representative contributing to the management and utilization of databases, ticket management tool, and case management systems to perform research in order to verify status of applicants’ security threat assessment and provide escalated customer service support. Typical assignments include but are not limited to:

• Work escalated cases (tickets) to ensure timely completion and adherence to SOPs, and participating in the development of new SOPs or revision to existing SOPs.
• Apply transportation security policies, procedures, and regulatory and statutory requirements governing an organization\'s security threat assessment programs to resolve escalated issues/tickets.
• Accurately, and efficiently handling calls by using proper greeting and authentication, call handling techniques, job knowledge, and proper etiquette.
• Build and maintain collaborative relationships with stakeholders, internal and external to the agency, to improve business processes, streamline procedures, and ensure quality service delivery.
• Support the development of internal and external communications in support of transportation related security programs. Contributing to the preparations of briefings, presentations, status reports, program documentation, and responding to internal and external stakeholders.
• On-boarding new programs/vetting populations requiring customer service support. Creating new SOPs, and training to ensure all customer service scenarios are managed coherently and according to policy.
• Track and prepare daily, weekly, and monthly customer service metrics reports as detailed by the programs and senior leadership.

The major duties described above reflect the full performance level of this position. Typically, the lower pay band (F Band) performs the same duties but will receive more guidance and training; and/or projects/work assignments may be less complex.

To qualify for the SV-F Pay Band (equivalent to GS-5/7/9), you must meet one of the qualification requirements (A, B, OR C) outlined below.

A. Experience: For those qualifying using experience, your application must clearly outline three (3) years of progressively responsible general experience, one year of which was equivalent to at least the SV-E Pay Band or GS-4 in the Federal service or equivalent experience in the private sector. Such specialized experience is defined as the ability to analyze problems, gather pertinent data, and recognize solutions; plan and organize work; and communicate effectively orally and in writing.

OR

B. Education: A Bachelor\'s or higher-level degree in any field from an accredited college or university.

OR

C. Combining of Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements, and may be computed by first determining the total qualifying experience as a percentage of the experience required for the position; then determining the education as a percentage of the education required for the position; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify for the position.

To qualify for the SV-G Pay Band (equivalent to GS-11), you must meet one of the qualification requirements (D, E, or F) outlined below.

D. Experience: You must have one year of specialized experience at the SV-F Pay Band or GS-9 in the Federal service or equivalent experience in the private sector. Specialized experience is defined as experience that has equipped you with the knowledge, skills and abilities to successfully perform the duties of the position, and is typically in or related to the work of the position to be filled. Such specialized experience is defined a:

• Experience supporting technical and operational activities supporting security threat assessment programs; and
• Experience evaluating information in order to draw conclusions and provide customer support.

OR

E. Education: Completion of a Ph.D. or equivalent doctoral degree in a field related to this position; OR three (3) full years of progressively higher level graduate education leading to such a degree.

OR

F. Combining of Education and Experience: Combinations of successfully completed graduate level education (beyond the second year) and experience may be used to meet total qualification requirements for this position, and may be computed by first determining your total qualifying experience as a percentage of the experience required for the band level; then determining your education as a percentage of the education required for the band level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify for the position.

GRADUATE EDUCATION: Education at the graduate level in an accredited college or university in the amounts indicated above meets the requirements for this position. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. One (1) year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement.

Applicants who meet the qualifications listed above based on education or a combination of education and experience MUST provide proof of education such as a list of completed college courses or the date and school of degree including the number of semester or quarter hours or a transcript from an accredited college or university. The information must be provided as an attachment to the application by the closing date of the announcement. If selected, the applicant must supply a transcript or certification of degree.

National Service Experience (i.e., volunteer experience): 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; religious; 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: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio, i.e., working 20 hours per week for two months equals one month of experience. No additional credit is given for overtime.

You must meet the qualification requirements for this position no later than the closing date of the vacancy announcement.