This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/527460800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
This position is located in the Office of Information and Resource Management, Division of Information Systems (DIS), which is responsible for the development, operation, maintenance and oversight of the automated systems that support program and administrative activities throughout the NSF.
03/14/2019 to 03/28/2019
$114,590 - $148,967 per year
GS 14
Yes—as determined by the agency policy.
Not required
No
Permanent
Full-Time
Competitive
14
No
No
DIS-2019-0001
527460800
Current or former competitive service federal employees.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
Current or former Federal employees with competitive status obtained through a permanent Federal competitive service appointment OR individuals with eligibility for noncompetitive special appointing authority OR ICTAP/CTAP eligibles OR veterans eligible under the Veterans Employment Opportunities Act. This opportunity is also open to the public under Delegated Examining through DIS-2019-0002.
The incumbent works as an individual or a member of a team to accomplish a wide variety of assignments in project/contract management and customer relations. Assignments involve developing approaches to implement new requirements, developing new procedures to improve the management of customer service efforts, and leading improvements to customer relationship management. Examples of typical duties include:
Project/Contract Management – Under the technical guidance of the Chief of the Customer Support and Assessment Branch (CSAB), researches and drafts guidance and standard operating procedures under which CSAB operates. Assists in developing the methods and standards that are used to evaluate the quality of accomplishments on specific IT projects and conducts studies and inquiries to determine that projects are accomplished in accordance with application guidance and identify the need for additional policy guidance. Tracks progress of individual IT projects and prepares status reports, identifying shortfalls and recommending approaches to bring about corrective action. Leads individual IT projects in the Customer Support and Assessment Branch including desktop management efforts and collaborates with distributed IT specialists to deliver products such as operating system upgrades and desktop tools. Helps manage IT Help Central.
Customer Relations – Under the technical guidance of the Chief of the Customer Support and Assessment Branch (CSAB) conducts specific studies to identify methods that will improve customer service and service delivery. Identifies and develops specific customer service tools that meet NSF’s unique needs. Investigates customer service issues to determine cause of customer complaints and recommend procedures to resolve them. Prepares information papers, articles, briefings, etc. to inform customers of availability, requirements, changes, and improvements in IT services and processes. Gathers feedback from NSF’s distributed IT specialists and communicates IT plans to distributed IT specialists.
Competencies
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent.
You must meet eligibility and qualification requirements within 30 days of the closing date.
You must answer all job-related questions in the NSF eRecruit questionnaire.
All online applicants must provide a valid email address. If your email address is inaccurate or your mailbox is full or blocked, you may not receive important communication that could affect your consideration for this position.
This position is in the bargaining unit.
To qualify at the GS-14 level, applicant must have at least 1 year of specialized experience equivalent to the GS-13 level in the Federal Service. Examples of specialized experience is work that involves providing comprehensive world-class, customer-focused support services including troubleshooting, customer assistance, and/or training, in response to customer requirements and making recommendations for continuous Help Desk operational improvements.
Selective Factor: Within an organization, experience in implementing and managing all IT lifecycle services, including planning, budget, deployment, and ongoing administration, applied to the efficient and effective management of IT customer relations within an organization (agency, company, non-profit).
Education may enhance skills required for this position; however, no substitution of education for specialized experience may be made at this level.
Relocation Expenses Reimbursed will not be paid.
Interagency Career Transition Assistance Program (ICTAP):
ICTAP and CTAP provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP or CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP or CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. To be well-qualified you must meet the following: OPM qualification requirements for the position, all selective factors, where applicable; special OPM approved qualifying conditions for the position; is physically qualified with reasonable accommodation, where appropriate, to satisfactorily perform the duties of the position upon entry; and receives a rating of at least “Very Good” on the questionnaire. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP or CTAP eligibility, or a copy of your separation personnel action form.
Additional information regarding ICTAP or CTAP eligibility is available from OPM's Career Transition Resources
Veteran's Preference:
If you are entitled to veterans' preference, you should indicate the type of veterans' preference you are claiming on your resume. Your veterans' preference entitlement will be verified by the employing agency. For 5-point veterans' preference, please provide your DD-214 (Certificate of Release or Discharge from Active Duty), official statement of service from your command if you are currently on active duty, or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions. For 10-point veterans' preference, please submit a Standard Form (SF) 15, Application for 10-Point Veteran Preference, DD-214, and the required documentation as specified on the SF-15.
NSF has determined that all of its positions are eligible for telework. Work suitable for telework depends on job duties; therefore, employees must receive approval from their supervisor for telework and have a telework agreement in place. Entering into a telework agreement is voluntary.
For additional information on the NSF eRecruit system, please visit our NSF eRecruit Applicant Guide.
This announcement may be used to fill like positions in other organizations within the National Science Foundation.
The Selected Candidate(s) may be subject to a background investigation.
You will be evaluated for this job based on how well you meet the qualifications above.
Ratings will be assigned based on your responses to the occupational questionnaire. In some cases, additional assessment processes may be used.
Review your resume and responses carefully. Responses that are not fully supported by the information in your application package may result in adjustments to your score. A Human Resources Representative will validate the qualifications of those candidates eligible to be referred to the selecting official.
Applicants eligible for selection preference under the Interagency Career Transition Assistance Plan (ICTAP) must meet the agency definition of "well qualified." At NSF, this means a score of 90.0 or higher.
In the merit promotion selection process, due weight will be given to incentive awards and performance appraisals.
If you are an NSF employee on or eligible for a permanent, competitive service position or you are an NSF employee who is reinstatement eligible based on prior Federal permanent, competitive service, you need not submit documents to confirm status.
If you are not an NSF employee as described above, but you are eligible under merit promotion, under an Interchange Agreements, under a non-competitive authority, or under a similar authority, you will be required to submit supporting documentation. This will typically require the submission of one or more of the following documents:
1. Notification of Personnel Action (SF-50s) or comparable federal agency forms to verify your eligibility for reinstatement and/or grade/step/salary if you are a current or former permanent federal civil service employee.
• SF-50 must indicate that appointment is/was to a competitive service position with permanent tenure or conditional tenure within the last three years; OR, to a similar position in the excepted service at an agency that has an Interchange Agreement.
• An example of a comparable agency form is a personnel action from a DOD Non-appropriated Fund organization or from the US Postal Service for a current and continuing appointment without a break in service.
• Documents that are NOT comparable and NOT acceptable substitutes for a SF-50 include a SF-52, a Performance Appraisal form, a Personnel Action Request (PAR), or a Request for Personnel Action (RPA).
2. Performance appraisals and awards. If you do not possess or are unable to submit a performance appraisal at the time of application submission, further requests will be made during the interview and selection process.
3. DD-214 (Member-4 copy); and if applicable, the Department of Veterans Affairs Notice of Compensable Disability Rating from applicants requesting consideration under the Veterans Employment Opportunity Act (VEOA), Veteran Recruitment Act (VRA), or the disabled veterans appointing authority.
4. Schedule A Certification – from applicants requesting consideration under the Schedule A appointing authority for disabled applicants.
5. Other – Documentation which verifies you are eligible to be appointed to a permanent position in the federal competitive civil service.
If you are requesting consideration under a Special Hiring Authority listed below, you must submit the required documentation as outlined in the regulation or Executive Order. Please also annotate your application to reflect that you are applying under a special hiring authority. If you are requesting consideration under a Special Hiring Authority not listed below, please email eRecruit@nsf.gov or reach out to the point of contact listed on the vacancy announcement.
• Pathways Interns who have completed their educational program, and are eligible for conversion.
• Returned Peace Corp Volunteers
• Certain Military Spouses (Executive Order 13473)
• Former Overseas Employees
• Foreign Service Employees
• Career Service Employees
• Postal Rate Commission Employees
• Government Accountability Office (GAO) Employees
• Administrative Office of the U.S. Courts Employees
If you are requesting special employment consideration under the Interagency Career Transition Assistance Program (ICTAP) or CTAP, you must submit documentation provided by your current or former employing agency verifying your eligibility for that program. This includes a copy of the agency notice, a copy of your most recent performance rating, and a copy of your most recent SF-50 (Notification of Personnel Action) showing your position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP or ICTAP eligible.
We also ask that you complete and submit the Applicant Survey. This will help NSF to ensure that our recruiting efforts are attracting a diverse candidate pool; it will be used for statistical purposes only.
All faxing/uploading must be completed before 11:59 PM Eastern time on the vacancy closing date.
If you are faxing your information, please use extreme care in dialing the fax number to assure we receive your information. You will receive an email confirmation of receipt of your faxed/uploaded document(s).
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Your application should be submitted online and must be completed and all required documents successfully faxed (or uploaded) before 11:59 PM Eastern time on the closing date. You must answer all of the job-related questions to ensure full consideration for this position. For more detailed information, please review our NSF eRecruit Applicant Guide.
If you do not have internet access or if you have questions, please contact the Human Resources Representative listed in the vacancy announcement.
WARNING! Applications submitted online must have a valid email address. If your email address is inaccurate or your mailbox is full or blocked, you may not receive important communication that could affect your consideration for this position.
You may check the status of your application at any time on the USAJOBS website
We highly recommend that all candidates opt to receive email notifications for job status updates.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/527460800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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NSF is on the leading edge of discovery in areas from astronomy to geology to zoology. In addition to funding research in traditional academic areas, the agency also supports innovative ideas, novel collaborations and numerous projects that may seem like science fiction today, but become the reality of tomorrow. NSF ensures that research is fully integrated with education so that today's revolutionary work will also be training future scientists and engineers. We are also at the forefront of federal business and operations best practices, ensuring accountability and efficacy of the work we do. More about NSF.