Planned Systems International

Customer Experience Specialist

Location US-Remote
Posted Date 3 months ago(11/29/2023 12:15 PM)
Job ID
2023-10359

Overview

Planned Systems International, Inc. (PSI) is seeking a Customer Experience Specialist to support our VA Enterprise Human Capital Management Modernization (VA HCM) contract. 

 

VA is modernizing its Human Capital Management (HCM) capabilities to empower and enable a diverse, fully staffed, and highly skilled workforce that consistently delivers world-class services to Veterans and their families. VA’s goal is to enhance the overall Human Capital lifecycle, customer, and user experience, and improve VA’s ability to compete with modern recruitment and talent acquisition landscape across the Public and Private recruitment and Talent Acquisition landscape.

Essential Functions and Job Responsibilities

VA's current core HR IT solution implemented under the name of HR·Smart is Oracle PeopleSoft Human Capital Management that serves as VA’s official system of record for Human Resources information-related data. HR·Smart is the current HR transactional and position-based system and serves as VA’s data source on employee and position related data.

 

VA requires a modernized integrated solution that will seamlessly deliver the core requirements that are in the existing HR·Smart solution as to not lose capability or functionality currently in use. VA also requires incremental enhancement and modernization of the VA Enterprise HCM Solution and Front-End capability to meet VA’s unique requirements to enhance user experience. All enhancement and modernization efforts shall meet the Office of Personnel Management (OPM) Human Capital Business Reference Model (HCBRM) and OIT standards and policies.

 

HR·Smart is used enterprise-wide by VA Administrations and Staff Offices, all with distinctly different needs. These include the VA Central Office (VACO), located in Washington DC, nationwide field facilities administered by three major line subcomponents (Veterans Health Administration (VHA), Veterans Benefit Administration (VBA), and National Cemetery Administration (NCA)), and staff offices. There is a nationwide network of approximately 184 hospitals, 800 outpatient clinics, 135 community living centers, 49 domiciliary residential rehabilitation treatment programs, 278 Veteran centers, 66 Veterans Benefits regional offices, and 155 National Cemeteries that provide services and benefits. This system supports approximately 6,300 HR users, over 41,000 managers, 80,000 administrative supports for department actions, 9,000 payroll users, 7,500 manpower users, 150,000 Workers without Compensation (for example, health professional trainees, providers, and researchers), 8,500 fee basis employees, 5,000 paid trainees, 1,000 students and VA will soon have over 430,000 employees gaining access for employee self-service.

 

The transactions processed by VA HR servicing offices currently exceed one million HR transactions per year, additionally these actions are submitted to HR through Standard Form (SF) 52 Requests for Personnel Action Requests (PAR) or within Manager Self Service (MSS), to include cancellations and correction of historical transactions, over 430,000 mass pay change actions annually, and an average of approximately 50,000 personnel actions per pay period. Appendix A: PAR Processing contains additional details VA personnel action processing requirements. Transactions in the systems are not limited to PAR.

 

The data from HR·Smart is also interconnected bi-directionally with VA’s core payroll system Defense Finance Accounting Service (DFAS), and time and attendance supporting biweekly payroll processing through Veterans Affairs Time and Attendance System (VATAS), and the Recruitment/Talent Acquisition solution USA Staffing (OPM solution). HR·Smart also provides employee data in support of various needs to include functions within the Federal HCBRM including recruitment life cycle, identity, and access management systems; security clearance system; separation management; employee benefits, employee labor relations, performance management, position classification, safety and workers compensation, Human Capital Data Warehouse, Workers without Compensation, and financial and accounting management systems across VA.

Minimum Requirements

  • Bachelor’s degree in Marketing, Communications, advertising, business management or other relevant field 
  • 5 years total professional experience as customer experience specialist or 3 years relevant experience + Master’s degree. 10 years relevant professional experience may be substituted for education 
  • Expertise in human-centered design processes, collaboration, Project Management, Agile
  • Demonstrated experience in measuring metrics to gauge how the brand is performing on Customer Experience performance parameters
  • Demonstrated experience in measuring metrics to gauge how the brand is performing on Customer Experience performance parameters

Key Requirements

  • PeopleSoft to Oracle HCM Cloud migration experience
  • Knowledge and understanding of the OPM Federal Human Capital Business Reference Model (HCBRM)  HCBRM Map (opm.gov)
  • Clear understanding of Title 5 and Title 38 federal employees
  • Change Management - product change as well as organizational change
  • Testing - system testing, User Acceptability Testing (UAT)
  • HR system training

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.

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