Program Analyst

ArcSource Group, Inc. is an award-winning, woman-owned small business providing program and project management, business optimization, training development and delivery, digital accessibility, administrative, and information technology support services to federal civilian and defense customers for more than 20 years. ArcSource combines agile project management expertise and technical skills with innovative, effective solutions to help our customers achieve mission objectives. ArcSource’s commitment to delivering high-quality services is demonstrated through its appraised processes and ISO certifications for quality and IT management.

We are seeking a Program Analyst to support the HHS and Office of the Secretary Digital Accessibility Program Services. This position provides operational, analytical, administrative, and customer-support services across the program.

The Program Analyst maintains the operational infrastructure that enables the Program Manager and technical accessibility team to execute efficiently, including service requests, trackers, backlog administration, reporting, records management, stakeholder coordination, account and license administration, user support, and program documentation. The position also provides trained administrative coverage across program functions to reduce single points of failure and preserve operational continuity.

Position Location: Remote/telework

Clearance Level Required: None 

Key Responsibilities:

• Maintain action-item, stakeholder, risk, issue, service-request, and program trackers; support work breakdown structure and backlog administration; andmaintainSharePoint-based program trackers and repositories.
• Collect routine KPI and program-performance information, support the collection and validation of data used for KPI and analytics activities,monitorsource-data quality, and compile information for monthly, quarterly, and ad hoc reports.
• Support meeting scheduling, agendas, minutes, action tracking, follow-up, and the maintenance of program recordsin accordance withestablished records-management requirements.
• Support service-request intake, triage, routing, status monitoring, and closure; track workloads, service-level agreements, outstanding actions, and customer requests; and support customer inquiries and helpdesk operations.
• Coordinate user onboarding and offboarding and support account provisioning, account deactivation, and license tracking.
• Coordinate role-based user training andmaintainassociated records.
• Develop andmaintainuser guides, standard operating procedures, templates, operational documentation, and program and Digital Accessibility Solution Center knowledge resources.
• Provide administrative and workflow coordination for accessibility testing and remediation personnel, includingassistancewith accessibility scan schedules and calibration tracking.
• Identifyworkflow bottlenecks, recurring administrative issues, and opportunities for process improvement.
• Assist the Program Manager with deliverable coordination, resource tracking, communications, reporting, and program-governance activities.
• Provide surge coverage across program functions as needed to preserve operational continuity.

Education and Experience:

• Bachelor’s degree or equivalent relevant work experience.
• Minimum of three years of relevant experience in program or project coordination, program operations, service-request management, business or process analysis, or a related area.
• Experience supporting a federal program.
• Experience developing andmaintainingstandard operating procedures, user guides, templates, and operational documentation.

Preferred Skills and Experience:

• Experience supporting a federal Section 508 or digital accessibility program.
• Working knowledge of Section 508 requirements, WCAG Level AA criteria, DHS Trusted Testermethodology, and federal digital-accessibility practices.
• Familiarity with accessibility considerations for websites, web and mobile applications, electronic documents, forms, multimedia, eLearning content, and assistive technologies.
• Understanding of the digital-accessibility service lifecycle, including request intake, accessibility testing, defect documentation, remediation, verification testing, conformance reporting, automated scanning, crawler calibration, customer support, and training.
• Experience with program or project coordination, service-request management, KPI and status reporting, backlog management, action-item tracking, records management, and customer or helpdesk support.
• Experience using SharePoint and Microsoft 365 tomaintaintrackers, repositories, documentation, and program information.
• Strong organizational, writing, communication, customer service, and follow-through skills.

Employee Benefits:

• Medical, Dental, & Vision Benefits
• Employer-paid long-Term & Short-Term Disability,Life Insurance
• 401k Planwith generous company matching
• 15-dayPTOand11FederalHolidaysforfull-time employees working on Federal Contracts
• Employee Assistance Program
• Salary dependent on skills and experience

Minimum Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the minimum knowledge, skills, and/or abilities required.

• Problem-Solving-Identifiesand resolves problemsin a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in groupproblem-solvingsituations; uses reason even when dealing with emotional topics.
• Written Communication- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Strategic Thinking- Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition;identifiesexternal threats and opportunities; adapts strategy to changing conditions.
• Innovation- Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Planning/Organizing- Prioritizesand plans work activities; uses time efficiently; plans foradditionalresources; sets goals andobjectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Professionalism- Approaches others in a tactful manner; reacts well under pressure; treatsothers with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Language Skills -Ability to read, analyze,and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability towritereports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and thegeneral public.
• Mathematical Skills -Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability- Ability to define problems, collect data,establishfacts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. While performing the duties of this Job, the employeeis regularly required tosit, talk, type or hear. The employee isfrequentlyrequired to walk; use handsandfingers, handle, or feel and reach with hands and arms.

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Applicants selected will be subject to a government security investigation and must be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation, including, but not limited to, criminal history, employment and education verification, and drug testing. 

We are an equal opportunity employer and make employment decisions based on qualifications, merit, and business need. We participate in the E-Verify Employment Verification Program.