Program Analyst

Posted Date 2 months ago(12/2/2021 5:05 PM)
# of Openings


As USAC continues to support universal service impacting health care providers, educators, and consumers, it is critical now more than ever that we hire people equally passionate and committed to helping fulfill our mission.  We are currently seeking an experienced, dynamic and collaborative professional to serve as a Program Analyst within our Schools and Libraries team.  Reporting to the Supervisor of Program Management you will:


  • Perform research and analysis of issues raised through stakeholder contacts, with a particular emphasis on USAC’s customer contact center (Client Service Bureau or CSB).Provide one line description of role.


This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.


Working in a creative and fast-paced environment, the Program Analyst will serve as subject matter expert in process and system functionality.  Among others, your responsibilities will include the following:


  • Communicate with external vendors and USAC staff of all levels, including Senior Management.
  • Maintain awareness of timelines for deployment of system functionality and enhancements, generally.
  • Serve as a program participant liaison to resolve issues raised in customer contacts, demonstrate an ability to identify the root cause and triage issues raised in order to resolve them in a timely and efficient manner that promotes stakeholder success.
  • Receive and resolve customer service cases as needed, ensuring all issues inform improvements and are escalated through appropriate channels to management and/or the FCC in order to protect program integrity, address and limit instances of fraud, waste and abuse.
  • Monitor, develop reporting, analyze data, and make recommendations related to addressing issues raised through stakeholder contacts including through CSC that improves visibility into the USAC stakeholder experience.
  • Establish and maintain policies and procedures, which are complete, accurate and in compliance with relevant rules and regulations and which allow for efficient and effective resolution of issues raised by stakeholders.
  • Support efforts to develop guidance, training, and reference materials that will assist program participants with tools to be successful.
  • Establish relationships with external vendors and internal staff to assist in their efforts to support stakeholder interactions.
  • Provide input to assist with the development of outreach materials as a result of information collected.
  • Participate in user acceptance testing as requested.
  • Other specific duties as assigned.


About You


The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for the success of the Schools and Libraries Division.


  • You have a Bachelor’s degree from an accredited institution in a related field.
  • You have 3 to 4 years of working in a professional environment as an Analyst or similar position.
  • You have experience working in the telecommunications industry, performing audit response functions and/or leveraging financial systems.
  • You are proactive and highly organized, with strong attention to detail and follow through with the ability to handle multiple, complex tasks and establish priorities.
  • You have capacity to work independently without significant guidance and be able to exercise good judgment, taking the initiative when necessary.
  • You have excellent analytical and proven problem-solving skills.
  • You have to analyze and interpret program data to identify any risks, issues, solutions, and recommendations.
  • You have to demonstrate strong interpersonal skills and have strong verbal and written communication skills.
  • You have the ability to identify and implement continuous process improvement.
  • You have proficient with the Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Visio).


About USAC

Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.


The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.


USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.


Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.


Additional information on USF programs can be found at:


USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.


USAC is committed to providing a safe and healthy workplace for all employees.  All offers of employment with USAC are conditioned on completing and passing a background and reference check and certification of vaccination against COVID-19.  USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.


USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.


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