One full year of specialized experience comparable in scope and responsibility to the GS-13 level in the Federal service (obtained in either the public or private sectors). This experience must include activities such as 1) manage Information Technology Service Management tools such as Asset Management, Change Management, Incident Management, Problem Management, Knowledge Management and Configuration Management Database modules; 2) respond to customer service problems resulting from catastrophic events such as virus infections, hardware or software failures, and/or or power outages; 3) serve as an expert for database management systems; 4) plan and develop IT systems and subsystems; and 5) troubleshoot problems throughout the entire systems development lifecycle, addressing items such as systems capacity and performance issues.
Applicants must also have IT-related experience demonstrating each of the four competencies listed below.
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Time-in-Grade Requirements: Current Federal employees must have served 52 weeks at the next lower grade in the Federal service. All qualifications and time-in-grade requirements must be met by the closing date of this announcement.
New employees must serve a one year probationary period.
NOTE: As this is a supervisory position, applicants must have demonstrated in their work experience that they possess, or have the potential to develop, the qualities of successful supervision. An interview may be included in the evaluation process to assess these abilities.
Applicants should possess proficiency or the potential to develop proficiency in the following ten competencies: 1) accountability; 2) customer service; 3) decisiveness; 4) flexibility; 5) integrity/honesty; 6) interpersonal skills; 7) oral communication; 8) problem solving; 9) resilience; and 10) written communication.
Employees who are initially appointed to supervisory positions must serve a supervisory probationary period of one year.
HOW YOU WILL BE EVALUATED:
Once the application process is complete, a review of resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Qualified candidates will be assigned to a quality category. The categories are defined as follows:
Best Qualified Demonstrates better overall or key knowledge, skills, or abilities for a specific position.
Well Qualified Possesses the knowledge, skills, and abilities which clearly exceed the minimum qualification requirements for the position, but does not necessarily meet the definition of best qualified.
Qualified Meets the minimum qualifications standards, including any selective placement factors, for a specific position.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
Knowledge of IT Service Management System principles, concepts, and methods
Skill in customer service
Knowledge of IT developments and new applications
Knowledge of IT systems and architecture
Ability to supervise
Application of Veterans' Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligible within each category. Veterans who meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher.