• Provide ongoing Quality Assurance for CBO Business Service associates • Conduct quality reviews and report evaluations to the team supervisor • Provide ongoing development and maintenance of training materials • Act as a resource and answer questions to all team members • Assist team in reviewing and processing daily work • Work closely with all teams under Business Services for efficient workflows • Responsible for obtaining and maintaining policies and procedures • Compile information and prepare reports to monitor team goals and results • Test, implement, and train associates on materials related to Epic Upgrade • Identify, analyze and report any credit trends to management team • Cross-trained in workflows of other teams for reporting and training purposes • Assist respective team and other teams with daily duties as assigned

• Atuará no Onboarding de clientes, auxiliando nas configurações, parametrizações e treinamentos para garantir o melhor uso dos nossos produtos. • Implantar softwares desenvolvidos pela Segware, conduzindo o cliente durante todo o processo de implantação remota ou presencial. • Garantir que os prazos e capacitações combinadas sejam cumpridos corretamente. • Realizar análise detalhada das necessidades do cliente para definir a melhor forma de implantação, minimizando impactos na operação do cliente. • Análise e Identificação de problemas que possam ocorrer durante a implantação. • Ministrar treinamentos presenciais e remotos para garantir que os usuários finais estejam preparados para utilizar as soluções implementadas. • Fornecer suporte contínuo para atender às necessidades dos clientes. • Documentar todos os projetos de implantação, mantendo atualizada a ferramenta de trabalho. • Elaborar documentação de ajuda do sistema para facilitar o entendimento das funcionalidades pelos usuários. • Identificar oportunidades de melhoria nos processos de implantação e sugerir inovações. • Atendimentos e parametrizações dos sistemas conforme expectativa e necessidades do cliente. • Gestão simultânea de múltiplos projetos, garantindo a organização e entrega eficaz das implantações.

• As an Implementation Analyst, you will work on client onboarding, assisting with configurations, parameterization and training to ensure optimal use of our products. • Implement software developed by Segware, guiding the client throughout the remote or on-site implementation process. • Ensure that agreed deadlines and training sessions are properly met. • Perform a detailed analysis of the client's needs to define the best implementation approach, minimizing impact on the client's operations. • Analyze and identify issues that may occur during implementation. • Deliver in-person and remote training to ensure end users are prepared to use the implemented solutions. • Provide ongoing support to meet client needs. • Document all implementation projects, keeping the work tools up to date. • Prepare system help documentation to make it easier for users to understand features. • Identify opportunities to improve implementation processes and suggest innovations. • Perform system support and parameterization according to the client's expectations and needs. • Manage multiple projects simultaneously, ensuring organization and effective delivery of implementations.

Role Description This position is located within the Department of Veterans Affairs Debt Management Center (DMC), Veteran Experience Division (VED), within the Office of Finance, Office of Management. The primary purpose of this position is to plan, track, and optimize the daily workforce needs to satisfy leadership and Veteran expectations. - Conducts workload and staffing analyses by reviewing historical trends, monitoring real-time workload, and evaluating projections to support efficient contact center operations. - Reviews and adjudicates routine schedule and workload-deviation requests, and provides recommendations to supervisors on non-routine matters to ensure staffing alignment with operational needs. - Coordinates and oversees special projects, balancing stakeholder requirements, assigning tasks, and ensuring project execution does not disrupt core operations while maintaining compliance with labor laws. - Analyzes program performance and operational data, develops new reporting methods when needed, and recommends process improvements to enhance data collection, reporting, and overall efficiency. - Provides program oversight by completing special assignments, participating in division meetings, and conducting qualitative reviews of work products to identify inefficiencies and promote operational accuracy. Work Schedule: Monday - Friday, Negotiable tour between the hours of 6:30 am CST and 6:30 pm CST Compressed/Flexible: Not available Virtual: This is a virtual position. Position Description/PD#: PD00036A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Qualifications - Applicants must meet all requirements by the closing date of this announcement, 07/07/2026. - 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. - Specialized Experience: One year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation. - Experience must include analyzing and recommending work schedules, staffing approaches, and workload distribution. - Evaluating program objectives, performance metrics, and workflow processes to identify inefficiencies and recommend improvements. - Collaborating with supervisors, managers, and stakeholders to resolve workload discrepancies. - Using multiple data systems and analytical tools to collect, interpret, and present information for workload forecasting. Requirements - Experience in analyzing complex, multi-source workload and performance data. - Identify root causes of workload, performance, or staffing misalignment. - Develop or improve procedures, guidelines, or reporting methods. - Experience planning, coordinating, or executing projects or special assignments. - Communicate complex analytical findings clearly and collaborate effectively. Benefits - Eligible displaced Federal/VA competitive service employees have selection priority. - Information about ICTAP and CTAP eligibility is available on OPM's Career Transition Resources website.