Program Analyst

This position is located in the Division of Innovation & Change Management (DICM), under the District of Columbia Access System (DCAS) HelpDesk team within the Economic Security Administration (ESA), Department of Human Services (DHS). The mission of the D.C. Department of Human Services is to empower every District resident to reach their full potential by providing meaningful connections to work opportunities, economic assistance, and supportive services.

The program analyst will be responsible for analyzing IT-related issues related to the District's statewide integrated eligibility system, determining escalation needs, and providing resolutions to end users. The integrated eligibility system determines eligibility and benefit levels for residents seeking SNAP, TANF, or Medicaid benefits. Applicants are preferred to have in-depth system knowledge to effectively diagnose problems and assist users. Additionally, they must document issues clearly, including technical details when necessary, to facilitate further troubleshooting by developers. The role requires proficiency in handling incoming support calls and logging tickets in a customer relationship management system. such as SalesForce. Analysts should also be able to identify patterns in reported issues to help prioritize broader IT solutions.

Duties and Responsibilities

Responsibilities include planning, developing, and conducting program analyzes of substantial scale and impact concerning all aspects of current or projected operating programs for actual or potential effectiveness in achieving planned goals and objectives. Developing, maintaining, and monitoring projects, and integrated reporting system(s) affecting program(s) throughout the activity. Communicates information to supervisor for effective evaluation of program operations and milestones. Analyzes, extracts, summarizes, and identifies significant trends and issues. Forecasts and estimates program requirements and prepares programmatic reports, justifications, charts, graphs, statistical and narrative data, etc., for presentations and briefings.

Qualifications and Education

Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, applicants must have at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.

Licenses and Certifications

N/A

Working Conditions/Environment

The work is primarily performed in a normal office setting.

Other Significant Facts

Tour of Duty: Monday - Friday 8:00AM-5:00PM

Pay Plan, Series and Grade: CS -0343-12

Promotion Potential: None

Collective Bargaining Unit: This position is covered under a collective bargaining agreement represented by AFSCME 2401 and you may be required to pay an agency service fee through direct payroll deduction.

Emergency Designation: This position has been designated as Emergency. Employees occupying positions designated as Emergency are required to:

• Provide advice, recommendations, and/or specific functional support necessary for the continuity of operations during a declared emergency.
• Remain at their duty station, or alternate work location (approved by their supervisor), if activated, when a situation or condition occurs and results in early dismissal for nonessential/non-emergency employees.
• Report to their duty station, when activated, on time and as scheduled when a situation or condition occurs during non-work hours, and results in the late arrival or closing of District government offices for non-essential/non-emergency employees.
• Telework during a declared emergency, instead of remaining or reporting to his or her duty station, if directed by the agency head (or designee), supervisor or manager.

Position Designation: This position has been deemed Security Protection Sensitive under the guidelines of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.