You will serve as a Program Analyst, IT Infrastructure Library (ITIL) Incident Management Process Manager, and Center Liaison to the NASA Centers supporting the Applications and Platforms Services (APS) Branch of the Enterprise Division within the Office of the Chief Information Officer (OCIO)
Summary
You will serve as a Program Analyst, IT Infrastructure Library (ITIL) Incident Management Process Manager, and Center Liaison to the NASA Centers supporting the Applications and Platforms Services (APS) Branch of the Enterprise Division within the Office of the Chief Information Officer (OCIO)
Current NASA federal employee serving on a career, career-conditional, Schedule A for individuals with disabilities, or NASA term appointment that provides eligibility to convert to a permanent appointment.
Build, implement, and continuously improve Incident Management practices within APS in coordination with Service Line leadership. Establish/build relationships with Center CIOs and their offices to ensure seamless delivery of APS Services.
Lead the development, implementation, execution, and optimization of the IT Infrastructure Library (ITIL) Incident Management practice.
Coordinate/collaborate across OCIO Offices and Service Lines. Ensure process adoption and organizational change management within Application and Platform Services (APS) Incident Management.
Integrate and coordinate with the other ITIL practices within APS and across OCIO; these practices include but are not limited to Incident, Configuration, Problem, and Communications.
Drive consistency with IT Service Management (ITSM) coaches, and mentors junior staff in ITIL practices. Manages the Incident Management process, integrating with others across OCIO to ensure prompt response, restoration, documentation, and analysis.
Incorporate appropriate operating model methodologies into APS incident approaches (e.g. Agile, DevOps, Lean, TBM, etc.) while staying in alignment with OCIO change policies.
Identify process-related changes and impacts. Create and manage measures and metrics that identify weaknesses to be strengthened and value to users.
Serve as the APS Center Liaison, collaborating with NASA Centers, other Business Relationship Management personnel, and OCIO Agency Level Offices to identify IT solutions that meet business and mission needs.
Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
If selected, you will be required to complete a financial disclosure statement
This is a bargaining unit position - American Federation of Government Employees - Local 513
Position subject to pre-employment background investigation or higher-level clearance. Investigation/Clearance may differ and be required based on the duties/location-NASA Center requirements.
Financial Disclosure, Drug Testing, and/or the Travel Requirements for this position may differ and be required based on the duty location/NASA Center requirements.
Qualifications
Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work.
To qualify for GS-14, you must have one year of directly related specialized experience equivalent to the GS-13 level.
Implementing IT Infrastructure Library (ITIL) IT Service Management (ITSM) Incident Management practices for a large, diverse IT organization;
Working with stakeholders to identify areas of opportunity for improvement in IT service delivery, determining accuracy and relevance of information, generating and evaluating alternatives, and making recommendations to Leadership and stakeholders;
Formulating objectives, identifying priorities and working with stakeholders to plan and develop a roadmap for their IT
application strategy.
AND
You MUST also have IT-related experience demonstrating each of the four competencies listed below:
Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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.
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.
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job.
Education
This job does not have an education qualification requirement.
Additional information
Additional selections may be made for similar positions across NASA within the local commuting area(s) of the location(s) identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) within NASA. CTAP/ICTAP will be cleared for any additional selection from this announcement.
If you are a current federal employee, you must meet applicable time-in-grade requirements to be considered eligible for this position. To be eligible, you must have completed a minimum of 52 weeks in a position no more than 1 grade lower than the advertised position. (Please submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. If your eligibility for both merit promotion and/or time-in-grade cannot be determined, your application will be rated ineligible.
Note: Time-in-grade requirements also apply to applicants who have held a non-temporary, competitive service GS position in the past year.
If you have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP), you must:
- Indicate your eligibility when applying for a position. The questionnaire asks you to identify your ICTAP/CTAP eligibility.
- Be well qualified for this position to receive consideration. Candidates rated in the 'Best Qualified' category are considered well-qualified. Please see 'How You Will Be Evaluated' for more information.
- Submit proof that you meet the requirements for CTAP/ICTAP as indicated in 'Required Documents'
Qualified NASA term employees who have term conversion eligibility (Term Appointments | NASA) under the NASA Flexibility Act of 2004 will be referred and considered equally with other NASA permanent employees under internal competitive placement procedures.
This is a bargaining unit position. If additional selections are made, those positions may or may not be in a bargaining unit. To learn more about bargaining units at NASA please click here NASA Unions (Bargaining Units) | NASA.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated for this position based on how well you meet the qualifications and eligibility requirements listed in this vacancy announcement. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.
You will be assessed on the following competencies:
Attention to Detail
Customer Service
Information Management
IT Service Management and Delivery Operations
IT System and Requirements Analysis
Oral Communication
Problem Solving
Strategic Thinking
NASA considers 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.
Under NASA's quality grouping process, applicants will be assessed on the position competencies and placed in one of three groups identified and defined below:
Best Qualified Group - Applicants who demonstrate a superior level of all evaluation criteria.
Highly Qualified Group - Applicants who demonstrate a satisfactory level of the evaluation criteria.
Qualified Group - Applicants who demonstrate the basic qualifications, with general knowledge, skills, and abilities.
Candidates eligible for ICTAP/CTAP, reemployment priority or priority consideration will be referred before other candidates, as necessary. If no such candidates apply or are eligible to be referred, the following candidates will be sent to the hiring official for employment consideration:
Best Qualified merit promotion candidates. Highly Qualified merit promotion candidates may also be referred, if additional candidates are needed.
Qualified candidates eligible for consideration under Schedule A or VRA in accordance with veterans' preference rules, as applicable.
Qualified candidates that are eligible for special hiring authorities or non-competitive hiring authorities.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume. Your resume should describe your specialized experience and support your answers to the vacancy announcement questionnaire. If you are using a Curriculum Vitae (CV) as a resume, it must meet all requirements listed above for a complete resume package. Please note: if any of the following types of information are included on your resume, your application package will be disqualified:
Classified or government sensitive information.
Social Security Number (SSN)
Photos of yourself
Personal information, such as age, gender, religious affiliation, etc.
Encrypted and digitally signed documents
If your resume contains any of the above information, you must redact that information prior to the submission of your application.
The following documents are required:
Resume
SF-50/ Notification of Personnel Action
There may be other supporting documents (Notification of Personnel Action SF-50, licenses, certification, veterans preference, transcripts, etc.), depending on your answers to the questionnaire and job announcement description, that you may have to submit, please verify your application.
If you are a surplus or displaced employee (CTAP and ICTAP), submit proof that you meet the requirements for CTAP/ICTAP. This includes copies of your agency notice, most recent Performance Rating and most recent Notification of Personnel Action (SF-50) noting current position, grade level, and duty location.
If you are a veteran and you are claiming veterans' preference, you must submit a DD214, Certificate of Release from Active Duty, which shows dates of service and discharge under honorable conditions. For more information on veterans' preference and possible other supporting documents that you may have to submit, please visit FedshireVets
Official documents are required at the time of appointment for verification of eligibility and qualifications.
Please read the entire announcement and all the instructions before you begin an application and have all required information available. We encourage you to provide a complete description of your educational achievements and include both paid and non-paid work in the experience portion of your resume. If you submit a resume that does not contain the required information, you may lose consideration.
To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
1. To begin the application process, you will need to be logged into your USAJOBS account. If you do not have a USAJOBS account, you will need to create one before beginning the application process. Once logged in to your account, click on the "Apply" link.
2. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. We strongly encourage you to utilize the USAJOBS resume builder when creating your resume. Using the resume builder will help you ensure your resume includes important information related to your qualifications and eligibility for this position. Answer the questions presented in the application and attach all necessary supporting documentation. During the application process you can review, edit, delete and update your information. We'll automatically save your progress as you go, so you won't lose any changes. Your uploaded documents may take several hours to clear the virus scan process.
3. After acknowledging you have reviewed your application package, complete the 'Include Personal Information' section as you deem appropriate and click to continue with the application process. You will be taken to the vacancy questionnaire which you must complete in order to apply for the position. Complete the online application, verify all required documentation is included with your application package, and submit the application.
4. Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
If you have questions about this announcement, you may contact the agency toll free at the phone number located below. Be advised - application materials faxed, emailed, and/or mailed to Kennedy Space Center will not be accepted for this announcement.
NASA provides reasonable accommodations to applicants with disabilities. If you are an applicant with a disability and need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact center listed on the job vacancy announcement. The decision on granting reasonable accommodations will be on a case-by-case basis.
Kennedy Space Center
Space Commerce Way
Titusville, FL 32899
US
Next steps
Once you submit your application package, you will receive an acknowledgement email. Throughout the process you will receive regular status updates through USAJOBS. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
If you are found qualified, you may be referred to the hiring manager for further consideration. Whether or not you are contacted for an interview depends upon the location of the position and the judgment of the hiring manager.
If you are selected, you will be notified by phone or email with a tentative job offer. If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing a scheduled appointment, we may rescind a tentative job offer.
An official, written job offer will be issued once all requirements have been verified.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume. Your resume should describe your specialized experience and support your answers to the vacancy announcement questionnaire. If you are using a Curriculum Vitae (CV) as a resume, it must meet all requirements listed above for a complete resume package. Please note: if any of the following types of information are included on your resume, your application package will be disqualified:
Classified or government sensitive information.
Social Security Number (SSN)
Photos of yourself
Personal information, such as age, gender, religious affiliation, etc.
Encrypted and digitally signed documents
If your resume contains any of the above information, you must redact that information prior to the submission of your application.
The following documents are required:
Resume
SF-50/ Notification of Personnel Action
There may be other supporting documents (Notification of Personnel Action SF-50, licenses, certification, veterans preference, transcripts, etc.), depending on your answers to the questionnaire and job announcement description, that you may have to submit, please verify your application.
If you are a surplus or displaced employee (CTAP and ICTAP), submit proof that you meet the requirements for CTAP/ICTAP. This includes copies of your agency notice, most recent Performance Rating and most recent Notification of Personnel Action (SF-50) noting current position, grade level, and duty location.
If you are a veteran and you are claiming veterans' preference, you must submit a DD214, Certificate of Release from Active Duty, which shows dates of service and discharge under honorable conditions. For more information on veterans' preference and possible other supporting documents that you may have to submit, please visit FedshireVets
Official documents are required at the time of appointment for verification of eligibility and qualifications.
Please read the entire announcement and all the instructions before you begin an application and have all required information available. We encourage you to provide a complete description of your educational achievements and include both paid and non-paid work in the experience portion of your resume. If you submit a resume that does not contain the required information, you may lose consideration.
To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
1. To begin the application process, you will need to be logged into your USAJOBS account. If you do not have a USAJOBS account, you will need to create one before beginning the application process. Once logged in to your account, click on the "Apply" link.
2. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. We strongly encourage you to utilize the USAJOBS resume builder when creating your resume. Using the resume builder will help you ensure your resume includes important information related to your qualifications and eligibility for this position. Answer the questions presented in the application and attach all necessary supporting documentation. During the application process you can review, edit, delete and update your information. We'll automatically save your progress as you go, so you won't lose any changes. Your uploaded documents may take several hours to clear the virus scan process.
3. After acknowledging you have reviewed your application package, complete the 'Include Personal Information' section as you deem appropriate and click to continue with the application process. You will be taken to the vacancy questionnaire which you must complete in order to apply for the position. Complete the online application, verify all required documentation is included with your application package, and submit the application.
4. Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
If you have questions about this announcement, you may contact the agency toll free at the phone number located below. Be advised - application materials faxed, emailed, and/or mailed to Kennedy Space Center will not be accepted for this announcement.
NASA provides reasonable accommodations to applicants with disabilities. If you are an applicant with a disability and need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact center listed on the job vacancy announcement. The decision on granting reasonable accommodations will be on a case-by-case basis.
Kennedy Space Center
Space Commerce Way
Titusville, FL 32899
US
Next steps
Once you submit your application package, you will receive an acknowledgement email. Throughout the process you will receive regular status updates through USAJOBS. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
If you are found qualified, you may be referred to the hiring manager for further consideration. Whether or not you are contacted for an interview depends upon the location of the position and the judgment of the hiring manager.
If you are selected, you will be notified by phone or email with a tentative job offer. If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing a scheduled appointment, we may rescind a tentative job offer.
An official, written job offer will be issued once all requirements have been verified.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
