Total 421 Full-time customer service job vacancies in FXO/USA/FK04300704/Carmel IN Carmel Dr

• Participates with operating officials, system users, and others in progress review of established systems to determine the reliability, productivity, and user friendliness of the existing system hardware and software.
• Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services.
• Provides management with information necessary to address difficult and complex problems in automating work processes.
• Presents formal and informal training and assistance customers regarding property management inquiries.
• Provides insight of process improvement and assists in the creation of reports, analyzing data, and reports any discrepancy to the Office of Digital Transformation Management.
• Monitors the return of FDA Information Technology (IT) equipment and ensures accountability.
• Researches and investigates Accountable Property movement to ensure FDA property systems are accurate.
• Assists in collecting data for adding assets, transferring assets, and disposing of assets in the Property Management Information System (PMIS).

• Analyzes and evaluates the management practices and methods, and administrative operations of substantive organizations and complex functions.
• Ensures coaching on aspects of health care quality improvement to teams is provided on an ongoing basis. Targeted interactions occur as needed with individuals as well as with teams. Coordinates virtual educational training sessions related to innovation and improvement process.
• Works with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
• Serves as a contracting officer's technical representative on contracts of an administrative nature and/or contractor support for the conduct of large studies.
• Compiles data and prepares complex administrative and management reports that emanate from the Department or high echelons in the organization. Reports encompass workforce and organizational issues and proposed plans and proposals for implementing Executive Orders, new legislation.

Note: This is a DETAIL/TEMPORARY appointment (not to exceed 120 days). Supervisor approval in writing is required before starting if selected and you will return to you position at the conclusion of the detail/temporary assignment.

This announcement will close on 11/18/2024. The initial application review cut-off for this job announcement is 50 applications. The first 50 applications received will be considered first. Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management.

Duties

• Incumbent serves as a member of the VACO General Post Fund Review Committee which reviews and approves the distribution of available resources to the field facilities.
• Provides program and technical support to Central Office, regional offices and medical center directors to maintain a high level of program activity.
• Supervises research and special projects directed towards utilizing information and data from the system to maintain and expand the program.
• Develops, coordinates and evaluates the training program required to operate the program successfully.
• Identifies the training needs and develops appropriate training experiences; and determines to what extent training improves performance.
• Develops guidelines and resource material to support institutionalizing methods in which VA can receive and act on VSO resolutions and other Issues in an expeditious and organized fashion.
• Serves as the principal representative, staff advisor and points of contact with Veterans Service Officers (VSOs) for the Under Secretary for Health.
• Develops, administers and coordinates a variety of organizational and operational issues that impact the work of the Voluntary Service Office.
• Develops guidelines and resource material to support institutionalizing methods in which VA can receive and act on VSO resolutions and other Issues in an expeditious and organized fashion.
• Serves as a member of the VA Central Office (VACO) General Post Fund Review Committee, which reviews and approves the distribution of available resources to the field facilities.
• Provides program and technical support to VACO, regional offices and medical center directors to maintain a high level of program activity.
• Other duties as assigned.

This vacancy will close on the posted closing date OR at 11:59 p.m. EST on the day in which 100 applications are received, whichever comes first.

The Multi-Channel Technology, Chief Data Officer is a position within the Veterans Experience Office (VEO), Multi-Channel Technology Directorate. This position also serves as the Division Chief over the Customer Information Services Division of MCT and will lead data driven innovations and transformations for the VA enterprise, specifically in the customer and omnichannel data domains. They will lead and manage an array of capabilities to provide authoritative customer data to the Department for both transactional and analytic needs with the burden on VA's customers to prove who they are and provide this information more than once and to help VA employees utilize accurate customer data to provide efficient and personalized services. Additional responsibilities include investigation, adoption, and exploitation of artificial intelligence. In addition, they will lead the research, strategy creation and development of new data products or services to improve the customer and employee experiences, and to enable the acceleration of digital business innovation and transformation. They will foster the creation of a data-driven culture, related competencies, and data literacy within MCT, VEO, and the VA enterprise. They will lead these transformation efforts by developing data and analytics talent and maturing the data capability of MCT.

The CIS Division Chief is responsible for overseeing all aspects of MCT's data strategy, governance, and management. The Division Chief plays a pivotal role in leveraging data as a strategic asset to drive business growth, developing advanced data-driven capabilities to enhance decision-making, and ensure data compliance and security. All data efforts require collaboration and coordination from other VA organizations as well as Department of Defense.

• Develop and implement a comprehensive data strategy aligned with the VEO and MCT's organizational goals
• Establish and enforce data governance policies, processes, standards, and best practices to ensure data quality, security, and compliance with relevant regulations.
• Define data access controls and permissions to safeguard sensitive information.
• Support compliance with data privacy regulations and implement robust security policy and measures to protect sensitive customer data.
• Identify opportunities to leverage data for innovation.
• Explore emerging technologies and trends in data management and analytics.
• Work closely with product managers and development teams to embed data-driven features and functionalities into existing and upcoming products.
• Identify opportunities for innovation through data analytics, leading to enhanced user experiences and customer satisfaction.
• Develop strategies and partnerships that leverage the exchange of data to drive business outcomes.
• Oversee data collection, integration, storage, and retrieval processes.
• Manage data architecture and infrastructure, including databases, data warehouses, and data lakes.
• Define data quality standards and oversee data profiling and cleansing efforts.
• Ensure data is accessible, reliable, and available for operational and analytical purposes.
• Drive the goals and priorities for the design and maintenance of scalable and efficient data infrastructure and systems that support data ingestion, storage, processing, and retrieval.

The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied.

Duties include, but are not limited to:

Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution. The services provided involve a broad range of topics that directly impact all three administrations with Veterans Affairs. The representative must ask clarifying and probing questions to capture the root cause of the customer's needs and ensure that the primary issue of the customer is identified as well as determine any other concerns or issues that may or may not be related.

Controls the conversation, in a courteous, empathetic, tactful, and respectful manner, to ensure that the caller's inquiry is resolved timely. Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution.

• Determines the appropriate VA services to meet the specific needs of customers.
• Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs.
• Interprets case resolution and feedback from various VA agencies for the customer.
• Triages cases that need immediate attention and alerts key stakeholders as needed.
• Maintains professionalism and controls the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls.
• Asks appropriate and probing questions to identify complex or vague requests for VA services.
• Accurately records details of calls and other service requests in a limited time frame.
• Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment.
• Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff.
• Respect the right of privacy and maintain confidentiality of callers.
• Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer.
• Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship.
• Determines most appropriate action or identifies alternative in resolving issue(s) interpretation and analysis of information contained within the knowledge management platform and several other resources.
• Utilizes resources through VA websites, Knowledge articles and wide variety of other applicable resources as needed
• Communicates with internal and external key contributors through Microsoft Outlook, Skype messaging system, Chatter groups located in the Customer Relationship Management system.
• Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions to provide details of work-related activities.
• Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance.

• Duties are listed at the full performance GS-12 level
• Provides Regional advice and guidance to line and staff officers and other program managers in all aspects of the unit's grants and agreements to federal and non-federal agencies; state, local, and tribal governments; and other varying entities.
• Provides advice and guidance on the administrative aspects of partnership agreements including cooperative agreements, cost-share agreements, participating agreements, collection agreements, interagency agreements, and cooperative fire agreements.
• Exercises full and final authority to negotiate grants and agreements within the limits of delegated authority, reviews all reimbursement requests for appropriateness, and processes payments.
• Provides interpretation of laws and regulations concerning use of Federal funds and qualifying program expenditures. Determines appropriate legislative and program authority prior to execution of each grant or agreement.
• Develops instruments within the delegated authority, circularizes requests for proposals for grants and agreements, reviews and analyzes responses, and makes or recommends acceptance by higher authority as appropriate.
• Monitors and analyzes the effect of changes in laws, regulations and policies pertaining to grants and agreements, administration and management, and performance reporting.
• Plans and conducts annual meetings or workshops for agency personnel for maintaining partnership agreement and grant expertise
• Approves all official correspondence sent to partners, program personnel, and other interested parties relating to any specific case.
• Terminates grants and agreements as the situation dictates. Closes out grants and agreements within the established closeout procedures.

• Reviews and analyzes records to improve centralized record functions, standardized handling, electronic data, document searches, and retention requirements and procedures.
• Plans and analyzes technology programs for effectiveness and efficiency to identify problems and provide recommendations for correction and/or improvement.
• Provides recommended updated requirements and specifications according to standard templates.
• Coordinates, researches, analyzes, and validates budget proposals to provide guidance regarding technology requirements.

• Maintains accounts by reviewing documents to verify accounting data as necessary, entering data into the system.
• Prepare reports reflecting the examinations made, discrepancies noted, and the corrective entries required to adjust accounts.
• Reviews and reconciles all third-party payer documents for correct data, on all third-party vouchers for accurate claims number.
• Prepares monthly, quarterly and annual reconciliation and recapitulation of third-party billing to assure that collection, billed data, and the computerized and manual reports are in balance.
• Maintains current documentation and guidelines pertaining to reimbursement activities inappropriate files, binders, etc., and ensures preparation and distribution of copies to all appropriate disciplines.

The incumbent serves as a consultant and advisor in all phases of budget and related financial management matters. Provides leadership to managers of budget programs in budget formulation and execution. Formulates and executes broad financial plans and policies affecting the authorization and use of funds.

Prepares, recommends, and justifies the allocation of funds based on analysis of the budget presentation, legislative directives, workload analyses, annual work plans, field estimates and reports, and financial studies and investigations to achieve a sound financial management program in the National Park Service (NPS) and to ensure equitable and correlated distribution of funds.

Directs the preparation of fund allocation charts, tables, and summaries, together with detailed instructions as to authorizations, limitations, and guidelines relating to the use of funds to expeditiously accomplish allotment advice actions.

Park Information:

Natchez Trace Parkway (NATR) Information: The Natchez Trace Parkway is a tribute to the ancient travel route called the Natchez Trace, which has a rich history as one of North America's oldest transportation paths. This modern Parkway spans a remarkable 444 miles, requiring over 10 hours to journey from one end to the other. It spans across three states, encompassing 25 counties and 20 communities, with a combined residential population of nearly two million people. Additionally, there are over 3,000 commercial and private landowners residing alongside the Parkway boundary.

The completion of the modern Parkway occurred in 2005, establishing it as one of the largest units within the national park system, covering a vast geographic range. The Parkway corridor extends over five degrees of latitude and boasts an impressive 52,000 acres of breathtaking scenic beauty. Within this expanse, visitors can immerse themselves in a diverse array of traditional southern landscapes, including forests, wetlands, prairies, rivers, pastures, and croplands. These natural wonders are accompanied by rich cultural and historic resources, creating an immersive experience for all who traverse its path.

Recognizing its immense value, the Natchez Trace Parkway was rightfully designated as a National Scenic Byway and All-American Road in 1996. This prestigious acknowledgment is a testament to the Parkway's significant historic, cultural, natural, and scenic qualities. In 2014 alone, the Parkway welcomed nearly 6 million visitors, solidifying its position as the eighth most visited National Park Service place in the entire nation.

The Headquarters of the Natchez Trace Parkway, a scenic and historic roadway that stretches from Mississippi to Tennessee, is located in Tupelo. The main visitor center provides a wealth of information for those interested in learning about the parkway's significance and exploring the surrounding attractions. For additional details, we invite you to explore our website at www.nps.gov/natr.

You will be responsible for:

• Manages the day-to-day operations of one of the National Maintenance Control Centers (MCC's).
• Supervises the specialists and administrative personnel assigned to the MCC. 
• Works closely with the Central Office Vehicle Management Division and the Purchasing Division in Washington DC.
• Works independently with the National and/or Regional Training Coordinators to develop an annual training plan to keep MCC specialists updated on maintenance technology. 
• Solicits for specialized training sources for the training, and/or makes presentations on necessary technical subjects.

Employee / Labor Relations Advisory Services:
Provides client managers, supervisors, and employees with information and interpretations of the Southwest Regional Human Resources Office's employee conduct and performance management, benefits administration, and other work life programs, procedures, practices, policies, and guidelines, when the issues addressed require substantial interpretation, there is potential for controversy, and/or the issue involves more than one area of Human Resources (HR) policy. Reviews performance, conduct related actions, and provides guidance on complex and/or sensitive issues, such as those that conflict with past practices, involve highly visible or political situations, or have the attention of labor organizations or other groups. Reviews routine to complex, multi-issue, and multi-party complaints or grievances; conducts personal interviews and other fact finding to advise management of alternative and optional approaches to resolve the situations.

Employee / Labor Relations Policy Development and Review:
Reviews and analyzes the effects of proposed and actual changes to employee relations policies and guidelines that impact a significant organizational segment of an organization, such as a Regional Office, Center, or major field installation. Develops and communicates Southwest Regional HR Office-wide positions and interpretations on conduct-related decisions, rulings, appeals, guidelines, and new or revised instructions to managers, peers, employees, and employee organizations. Develops changed or new policies and procedures to promote and implement revised conduct administration program principles, practices, and criteria to promote organizational efficiencies. Works with senior HR Specialists and client managers to develop alternative strategies and assess trade-offs between conflicting Human Resources requirements, such as OPM requirements, Executive Orders, or MSPB decisions, and issues arising from the implementation of new or revised conduct administration and/or performance management practices, such as a new performance appraisal system.

Labor Agreement Administration:
Recommends solutions to labor relations problems and issues having significant impact on cost, production, or working conditions. Certain issues impact significant organizational segments of an agency, such as a regional office, Center, or major field installation, and involve collective bargaining agreements with more than one bargaining unit. Conducts systematic studies and prepares statistical reports and/or written guidance to address subjects of union and management interest. Produces labor summaries, covering subjects such as trends, formal grievances, and arbitration, to clarify and/or quantify generalizations about the current state of the labor relations program for client managers.

Labor Partnering and Negotiations:
Collaborates with client managers to develop SWRHRO positions, proposals, and strategies on complex Human Resources issues, such as controversial items requiring modification or adaptation of guidelines where no clear precedent exists.

Agency Representation in Third-party or Potential Third-party Proceedings:
Serves as a technical advisor or management representative in cases with potential impact on a labor relations program area in a major agency organizational segment, such as a Center or regional office. Reviews and investigates formal grievances on complex and/or far-reaching issues in the pre- litigation stage for possible settlement or withdrawal before third-party proceedings are initiated. Additional responsibilities in the areas of: Employee/Labor Relations Program Administration, Proposal /Plan Development for Employee / Labor Relations Projects, Employee / Labor Relations Program Oversight, Employee / Labor Relations Program Evaluation Work

• Designs, develops, and delivers innovative training curriculum to enable compliance with mandated certification programs for the Acquisition Workforce (AWF).
• Provides oversight and direction to the Acquisition staff in preparing responses to audits, inspections and Administrative inquiries (FOIA’s) that come into the Portfolio.
• Participates in conducting training for the AWF to improve acquisition practices and in the formation and implementation of Center level strategies. Initiatives are developed and tailored for AWF implementation.
• Monitors and controls transactions, prepares special reports and recommends suggestions on modifying existing programs. Ensures acquisition policies and operating instructions are followed by the AWF.
• Assesses the skills, performance, productivity and talents of employees and preparing written evaluations with supporting advice for improvement and knowledge.
• Manages a team of students and the associated workload; trains junior contract specialists, works with peers to provide a consistent training experience to include both technical acquisition training and guidance, as well as a more broad introduction to GSA, healthy workplace practices such as team building, and soft-skills training.
• Ensures that the organization’s strategic plan, mission, vision and values are communicated to the team and integrated into the team’s strategies, goals, objectives, work plans and work products and services.
• Leads the team in identifying, distributing and balancing workload ensuring tasks are in accordance with established workflow, skill level and/or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; and ensuring that each employee has an integral role in developing the final team product.

• The duties may include, but are not limited to:
• Provides expert advice for all pre-award and post-award functions and is involved with the planning and development of purchase and financial assistance programs and procedures.
• Determines both financial and technical responsibility of potential new vendors and assists those vendors through the process to become an approved vendor.
• Reviews and analyzes relevant production and price data and, where applicable, makes recommendations concerning the need for surplus removal purchase programs.
• Responsible for reviewing announcements, invitations to bid, requests for information, requests for proposals, and related contractual documents in the administration of contracts.
• Reviews, analyzes, and makes recommendations concerning various factors affecting ongoing purchase and other financial assistance operations.
• Works closely with minority business firms, small businesses, the Small Business Administration and the Office of Small and Disadvantaged Business Utilization.
• Recommends purchase and financial assistance programs relative to the full range of agricultural commodities.
• Examines Instrument and Notices of Assignment, invoices, claims, and other requests for payment for commodities provided to the Government.
• Develops procedures and overall contracting strategies to effectively accomplish unique acquisition programs including making independent decisions on complex problems.

Data Software Engineering and Security

• Serves as an expert data engineer and consultant, managing and directing multiple highly complex and innovative data engineering and information security projects and initiatives.
• Leverages data, programming, data visualization, and advanced analytic tools, skills, and techniques to support accomplishment of the organizational mission and facilitate the program’s adoption of data-driven information security, cybersecurity, and risk management approaches.
• Utilizes integrated development environment software for data engineering and visualization (e.g., R Studio, Visual Studio Code, Tableau, MicroStrategy), general purpose programming languages for statistical and data analysis (e.g., R, Python, Java, Scala), data structures, algorithms, and SQL (e.g., SQL, MySQL, PostgreSQL).
• Engineers data automations and processes (e.g., building, testing, and deploying code) using programming languages and other tools to minimize human error and improve data security, reliability, efficiency, and quality for program/customer agency missions, goals, and future planning.
• Uses relevant programming language(s) as well as its packages or libraries for various applications to organize, manipulate, reuse, and/or scale data and for associated secure engineering functions and processes used in program office data operations.

Customer Communications and Reporting

• Provides authoritative advice on data engineering and security methodologies, products and services, and related analyses in discussions with program office managers, supervisors, data consumers, and coworkers.
• Determines appropriate data tools or services with clients or customers to define project scopes, requirements, and deliverables.
• Implements and/or maintains data engineering quality assurance processes.

Data Security Support

• Supports emerging IT and information security initiatives including but not limited to DevSecOps (i.e., development, security, and operations), continuous integration and continuous delivery, and vulnerability management, ensuring new technologies are appropriately accounted for from a data engineering and security perspective.
• Provides technical expertise and advice on the restructuring and/or re-architecting of program data collection storage and approach to ensure maximum visibility into risk while minimizing data collection and storage engineering overhead.