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Summary The Program Analyst for the Credentialing and Privileging Unit oversees credentialing programs and related information systems, delivers technical support for platforms such as SharePoint and ServiceNow, conducts data analysis, ensures regulatory compliance, provides user training, and assists with unit operations, policy development, and administrative functions. This position is only open to current USPHS officers. USPHS Call to Active Duty (CAD) candidates are not eligible for this position. Responsibilities DUTIES AND RESPONSIBILITIES: Credentialing Program Management: Develop, deliver, manage, and maintain credentialing information systems and credentialing programs (e.g., peer reviews, reappointments, data analysis, policy, and standard operating procedures) for federal civil service, U.S. Public Health Service, contract staff assigned to IHSC, and off-site providers. Technical Systems Support and Administration: Serve as the primary point of contact for technical support related to credentialing and privileging system. Administer and maintain SharePoint sites for credentialing and privileging document management, workflow automation, and collaboration within IHSC. Develop, configure, and maintain ServiceNow workflows and ticketing systems to support credentialing processes, track requests, and resolve user issues. Utilize Microsoft Teams for communication, file sharing, and virtual collaboration across the unit and with external stakeholders. Data Analysis and Reporting: Collect, analyze, and interpret data to identify trends, gaps, and areas for improvement in credentialing processes within ICPU. Use Microsoft Excel and other MS Suite tools to generate reports, dashboards, and visual representations of data for stakeholders and decision-makers. Present findings and recommendations to leadership to support data-driven decision-making. Policy and Process Involvement: Analyze and evaluate existing programs, policies, and procedures to improve efficiency and effectiveness. Develop and implement strategies for process improvement, leveraging technical tools to automate routine tasks and enhance workflow efficiency. Monitor implementation of changes to ensure desired outcomes are achieved. Quality Assurance and Compliance: Conduct quality management reviews and audits to ensure adherence to policy, standards, and guidelines. Investigate and research information as needed to support compliance and continuous improvement. User Training and Support: Provide training and technical support to IHSC staff on the use of SharePoint, ServiceNow, Teams, and other technical systems relevant to credentialing and privileging. Develop user guides, FAQs, and other resources to facilitate effective system use. Unit Leadership and Operational Support: Serve as the designated Purchase Card Holder for the Division of Administration, making authorized purchases in compliance with DHS and ICE policies. Maintain accurate records and documentation for all transactions, ensuring adherence to federal acquisition regulations and internal controls. Complete required training, monitor card usage for compliance, and support audits or reviews related to purchase card activities. Collaborate with unit leadership to address operational needs, resolve challenges, and support strategic initiatives. Contribute to the development, review, and implementation of unit policies, procedures, and standards. Participate in leadership meetings, provide input on operational planning, and assist with decision-making processes. Other Duties as Assigned: Support the ICPU and IHSC with additional administrative, analytical, or technical support-related tasks as required. Requirements Conditions of Employment Qualifications PHYSICAL DEMANDS: Must be able to perform duties in a fast-paced environment without physical limitations. Sitting and/or standing for extended periods of time [6-8 Hours]. Performing repeated bending motion. Average manual dexterity for computer operation. Phone use for extended periods of time Education REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Qualifying degree from the U.S. Public Health Service officer's category and at least three years of professional experience relevant to the Officer's category. Minimum of three years' experience in data analytics, management, administration, or program evaluation. Demonstrated experience with SharePoint site administration, document management, and workflow automation. Proficiency in Microsoft Office Suite, including advanced skills in Excel, Teams, Project, and Visio. Experience with ServiceNow or similar technical service management platforms for workflow automation and user support. Ability to analyze data accurately, produce reports, and develop actionable recommendations. Strong organizational skills and attention to detail. Excellent written and verbal communication skills. Ability to collaborate effectively with internal and external stakeholders, including technical and clinical personnel. Ability to exercise a high degree of independence, initiative, judgment, and follow-through on a broad range of sensitive, complex administrative and technical support tasks. Openness to change and rapid adaptation to new information, technologies, and unexpected obstacles. Demonstrated ability to maintain confidentiality and exercise good judgment and discretion in handling and disseminating information. Consistently prioritize exceptional customer service and excel in all forms of interpersonal communication. Maintains BLS for Healthcare Providers certification through the American Heart Association or the American Red Cross. Additional Information This position is located within the Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE), Enforcement and Removal Operations (ERO), ICE Health Service Corps (IHSC), Office of the Deputy Assistant Director of Administration, IHSC Credentialing and Privileging Unit (ICPU). The incumbent serves as a Program Analyst with the primary duties involving developing, delivering, managing, and maintaining credentialing information systems and, or credentialing program(s). This role places a strong emphasis on technical support and the use of technology platforms such as but not limited to, SharePoint, Microsoft Suite (including Teams), and ServiceNow to optimize program effectiveness. The incumbent also serves as a member of the unit leadership team, actively addressing operational needs and contributing to policy development. IHSC provides direct care daily to approximately 15,300 detainees housed at 20 designated facilities throughout the nation. The health care provided includes medical, dental, and mental health care, and public health services. IHSC provides medical case management and oversight for an additional 22,600 detainees housed at approximately 112 non-IHSC staffed detention facilities daily across the country. In addition, IHSC oversees the financial authorization and payment for off-site specialty and emergency care services for detainees in ICE custody. The ICE detainee population is approximately 34,000 detainees daily, with an average length of stay of approximately 30 days, surpassing 400,000 detainees annually. IHSC provides medical support during ICE enforcement operations in the air, on the ground and at sea. SUPERVISORY CONTROLS: The incumbent works under the supervision of the Chief of ICPU. The incumbent plans and organizes his/her own work, determines the sequence of assignments, selects, and develops methods, and seeks assistance from experts only rarely. Assignments are usually long-term, recurring, or broadly defined. Work is reviewed for feasibility, compatibility with other work, and effectiveness in meeting requirements or expected results.