Summary

The position serves as a Market Research Analyst, classified at less than the full performance level for recruitment and training purposes, within the Office of Customer Care (OCC (QCC)), Customer and Stakeholder Engagement (CASE), Federal Acquisition Service (FAS).

Location of position: This is a virtual position and duty location of this position will be determined upon selection.

We are currently filling one vacancy, but additional vacancies may be filled as needed.

This job is open to

• Federal employees - Competitive service
  
  Current or former competitive service federal employees.
• Career transition (CTAP, ICTAP, RPL)
  
  Federal employees who meet the definition of a "surplus" or "displaced" employee.
• Veterans
• Individuals with disabilities
• Military spouses
• Special authorities
  
  Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
• Peace Corps & AmeriCorps Vista
• Land and base management
  
  Certain current or former term or temporary federal employees of a land or base management agency.

Clarification from the agency

Your application will be considered if you are a:
Current career/career-conditional Federal employee in the competitive service; Reinstatement eligible; Special Appointing Authority eligible; VEOA eligible Veteran; ICTAP eligible; or OPM Interchange Agreement eligible.

Videos

Duties

GS-12 Duties:

• Provides management consulting services for all CASE, FAS as well as various GSA programs and services. Understands the basics of requirements development. Identifies patterns in data and converts raw data and other research findings into usable analysis and recommendations for a wide range of clients and purposes.
• Develops guidelines and standards regarding data analysis, evaluation, and presentation in order to maximize the usefulness of this data to various clients.
• Prepares and conducts briefings for various stakeholders including higher level management to explain analysis of market research trends, provide recommendations or action plans, and propose guidance and direction for implementation of recommendations.

GS-13 Duties:

• Serves as an expert management consultant on market research and provides authoritative advice and technical assistance to managers on using data and research findings to prepare strategic market research plans.
• Uses the results of data analysis to create metrics, develop market goals, establish benchmarks for market research execution, and keep management apprised of program accomplishments.
• Develops original insights and recommendations to address unique needs or questions pertaining to customer experiences with GSA FAS before, during, and after a need, requirement, or purchase.
• Prepares and presents more extensive presentations that facilitate acceptance of technical assistance and recommendations.

Requirements

Conditions of Employment

• US Citizenship or National (Residents of American Samoa and Swains Island)
• Meet all eligibility criteria within 30 days of the closing date
• Meet time-in-grade within 30 days of the closing date, if applicable
• Register with the Selective Service if you are a male born after 12/31/1959

If selected, you must meet the following conditions:

• Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or NonCareer SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.
• Undergo and pass a background investigation (Tier 2 investigation level).
• Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security's e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
• Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position

Qualifications

For each job on your resume, provide:

• the exact dates you held each job (from month/year to month/year)
• number of hours per week you worked (if part time).

If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

For a brief video on creating a Federal resume, click here.

The GS-12 salary range starts at $88,621.00 per year.

The GS-13 salary range starts at 105,383.00 per year.

To qualify, you must have at least one year of specialized experience equivalent to the GS-11 level or higher in the Federal service.

GS-12:

Specialized experience is experience using qualitative and quantitative methods to analyze and interpret contact center and supply data sets, and make recommendations to a variety of audiences. This experience must include performing quantitative and qualitative research and analysis related to contact center operations, customer service workflows, and customer service trend analysis.

To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service.

GS-13:

Specialized experience is experience using qualitative and quantitative methods to analyze and interpret contact center and supply data sets and make recommendations to a variety of audiences. This experience must include performing quantitative and qualitative research and analysis related to contact center operations, customer service workflows, and customer service trend analysis.

Education

This job does not have an education qualification requirement.

Additional information

Bargaining Unit Status:

- This position is eligible for the bargaining unit

Recruitment incentive if you are new to the federal government

• Credit toward vacation leave if you are new to the federal government

If you are selected at a grade lower than the full performance level, you may be promoted up to that grade level without having to re-apply or compete against other applicants.

Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area as needed; through other means; or not at all.

GSA is committed to diversity, equity, inclusion and accessibility that goes beyond our compliance with EEO regulations includingOn a case-by-case basis, the following incentives may be approved:

• Valuing and embracing diversity, promoting equity, inclusion and accessibility, and expecting cultural competence; and
• Fostering a work environment where all employees, customers and stakeholders feel respected and valued.

Our commitment is:

• Reflected in our policies, procedures and work environment;
• Recognized by our employees, customers and stakeholders; and
• Drives our efforts to recruit, attract, retain and engage the diverse workforce needed to achieve our mission.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  You will have access to many benefits including:
  
  
  • Health insurance (choose from a wide range of plans)
  • Life insurance coverage with several options
  • Sick leave and vacation time, including 11 paid holidays per year
  • Thrift Savings Plan (similar to a 401(k) plan)
  • Flexible work schedules
  • Transit and child care subsidies
  • Flexible spending accounts
  • Long-term care insurance
  • Training and development
  
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be scored on the questions you answer during the application process, which will measure your possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.

• Mastery of market research and general market research theories, policies, practices, and techniques required to serve as an expert on varied and highly complex market research issues.
• Mastery of a wide range of qualitative and quantitative techniques required to collect and analyze market research data.
• Skill in communicating, negotiating, and expressing technical concepts and ideas, orally and in writing, to technical and non-technical personnel.
• Ability to synthesize information and prepare written technical reports.

Additional hurdle assessments, such as narrative responses or other assessments, may be administered to applicants who meet the requirements of the first hurdle, e.g., the minimum qualification requirements. If additional assessments are used, you will be provided with further instructions.

Consideration will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). You should list any relevant performance appraisals and incentive awards in your resume so that information will be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

If you are eligible under GSA's Career Transition Assistance Plan (CTAP), you must receive a score of 85 or higher to receive priority.

You may preview questions for this vacancy.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  You will have access to many benefits including:
  
  
  • Health insurance (choose from a wide range of plans)
  • Life insurance coverage with several options
  • Sick leave and vacation time, including 11 paid holidays per year
  • Thrift Savings Plan (similar to a 401(k) plan)
  • Flexible work schedules
  • Transit and child care subsidies
  • Flexible spending accounts
  • Long-term care insurance
  • Training and development
  
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
  
  Your resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.
  
  Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. Such document(s) must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.
  
  If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:
  
  (a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows your type of discharge and the dates of your active duty service.
  
  (b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).
  
  If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).
  
  If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.
  
  If you are eligible under an Interchange Agreement: Submit your latest SF-50.
  
  If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.
  
  If you are a current or former Land Management Agency Employee - Submit a and b:
  
  (a) one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
  
  (b) Copy of your agency's annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
  
  If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS's People With Disabilities page.
  
  If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority. See See USAJOBS for more information..
  
  If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
  
  Current or Former Political Appointees: Submit SF-50.
• How to Apply
  
  Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
  
  If you are having issues applying to this announcement, you should switch to a different browser, network or device. Note: Your firewall may block your transfer from USAJOBS to your GSA application.
  
  To begin, click the Apply Online button on the vacancy announcement.
  
  
  • Sign in or register on USAJobs and select a resume and documents to include in your application.
  • Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
  • Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
  • Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer) or USAJOBS (click the "USAJOBS" link to complete the transfer process).
  
  
  Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions. Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.
  
  Agency contact information
  
  Natalie Snead-Burney
  
  Phone
  
  202-969-5703
  
  Email
  
  Natalie.Snead-Burney@gsa.gov
  
  Address
  
  GSA, Federal Acquisition Service
  
  General Services Administration (GSA)
  
  Office of Human Resources Management (OHRM)
  
  1800 F Street NW
  
  Washington, District of Columbia 20405
  
  United States
  
  Next steps
  
  After the closing date/deadline:
  
  
  1. ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
  2. REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
  3. SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
  4. FINAL JOB OFFER: Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
  5. FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking "Track this Application" on the Applicant Dashboard.
  
  
  Thank you for your interest in working for U.S. General Services Administration!
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.

Your resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.

Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. Such document(s) must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.

If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:

(a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows your type of discharge and the dates of your active duty service.

(b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).

If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).

If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.

If you are eligible under an Interchange Agreement: Submit your latest SF-50.

If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.

If you are a current or former Land Management Agency Employee - Submit a and b:

(a) one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.

(b) Copy of your agency's annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).

If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS's People With Disabilities page.

If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority. See See USAJOBS for more information..

If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.

Current or Former Political Appointees: Submit SF-50.

How to Apply

Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.

If you are having issues applying to this announcement, you should switch to a different browser, network or device. Note: Your firewall may block your transfer from USAJOBS to your GSA application.

To begin, click the Apply Online button on the vacancy announcement.

• Sign in or register on USAJobs and select a resume and documents to include in your application.
• Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
• Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
• Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer) or USAJOBS (click the "USAJOBS" link to complete the transfer process).

Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions. Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.

Agency contact information

Natalie Snead-Burney

Phone

202-969-5703

Email

Natalie.Snead-Burney@gsa.gov

Address

GSA, Federal Acquisition Service

General Services Administration (GSA)

Office of Human Resources Management (OHRM)

1800 F Street NW

Washington, District of Columbia 20405

United States

Next steps

After the closing date/deadline:

1. ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
2. REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
3. SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
4. FINAL JOB OFFER: Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
5. FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking "Track this Application" on the Applicant Dashboard.

Thank you for your interest in working for U.S. General Services Administration!

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request