This position serves as an Information Technology (IT) Specialist in the Customer Support and Assessment Branch (CSAB), Division of Information Systems (DIS), Office of Information and Resource Management (OIRM). The incumbent completes difficult assignments with agency-wide impact in the following areas: project management, contract management, and customer relations.
Summary
This position serves as an Information Technology (IT) Specialist in the Customer Support and Assessment Branch (CSAB), Division of Information Systems (DIS), Office of Information and Resource Management (OIRM). The incumbent completes difficult assignments with agency-wide impact in the following areas: project management, contract management, and customer relations.
Any U.S. citizen and ICTAP/CTAP eligible employees.
This opportunity is also open to current/former competitive service employees or those with status only under announcement DIS-2021-0008.
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:
Responsible for developing the methods and standards that are used to evaluate the quality of accomplishments on specific IT projects and conducts studies and inquires to determine that projects are accomplished in accordance with application guidance and identify the need for additional policy guidance.
Performs as IT Specialist and Subject Matter Expert on a variety of IT projects and studies, coordinates the efforts of the project teams, and serves as a primary authoritative source of state-of-the-art information in unified communications platforms, products, and services.
Monitors project activities for achieving agreed-upon milestones, verifying and validating cost projections, meeting user requirements, and delivering projected benefits.
Ensures IT projects are integrated within the overall organizational IT requirements, schedule, budget, and reporting mechanisms; and meet high IT quality standards in terms of both development and non-development portions of projects.
Leads and/or monitors the conduct of broad analytical and evaluation studies, reviews, and analysis of policies, performance, and trends.
Develops and executes a communication plan related to milestones via status reports, and presentations suitable for all levels of management and staff.
Creates successful action plans for resolving issues to mitigate and minimize project exposure and risk.
Negotiates emerging issues and changes in project requirements and advises leadership when issues are beyond his/her scope to resolve; and recommends information technology strategies, policies, and procedures by evaluating organizational outcomes.
Manages, monitors, coordinates, and executes various communications programs acquisitions activities including unified communications for the formulation of requirements, conducting market research, authoring statements of work, recommending sources, maintaining service and support contacts, tracking, and preparing for equipment End-of-Life dates, and planning for the orderly and timely replacement of obsolete equipment and expiring contracts.
Builds and maintains strong relationships and strategic partnerships with senior-level leaders and IT partners. Assertively builds rapport and trust, has strong communication and reasoning skills, dynamically finds alternate solutions, and convey positive energy. Possesses insight into what senior-level leaders and IT partners value, builds consensus, and influences IT partner organizations. Develops influential relationships with key stakeholders and partners at the senior management level, including agency, division, and industry leaders. Serves as senior, strategic focused technology advisor in making recommendations to supervisor, division director and IT managers on Integrated Project Teams and Enterprise Integrated Planning Team activities, as required to translate and prioritize strategic technology plans into actionable plans to execute the integration of emerging business and technology needs.
Evaluates vendor proposals, conducts network studies and traffic analyses, prepares forecasts of network traffic and capacity, supports application integration with unified communication infrastructure, and recommends design modifications that reduce costs or improve service.
Participates in the gathering of end-to-end communications hardware and software requirements for new initiatives and evaluates and tests hardware and software products to determine which products best meet the IT requirements of the Foundation and enhance the Foundation's information security posture.
Selective Service registration required for male applicants, unless exempt.
It is NSF policy that NSF personnel employed at or IPAs detailed to NSF are not permitted to participate in foreign government talent recruitment programs. Failure to comply with this NSF policy could result in disciplinary action up to and including removal from Federal Service or termination of an IPA assignment and referral to the Office of Inspector General. Foreign Talent Definitions
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.
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.
Qualifications
Applicants must have IT‐related experience (which maybe may be obtained by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate) 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.
In addition to the competencies, applicants must meet the specialized experience listed below:
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.
Education
Education may enhance skills required for this position; however, no substitution of education for specialized experience may be made at this level.
Additional information
Relocation Expenses 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.
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.
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.
A GREAT LOCATION! The National Science Foundation Headquarters is conveniently located across the street from the Eisenhower Avenue Metro Station, right in Alexandria, VA, a few miles from downtown Washington, DC. There are shops and restaurants within walking distance, as well as historic Old Town Alexandria a short trip away. Employees receive the Federal benefits package and NSF offers:
Pre-tax parking Public transportation subsidy Child care subsidy Flexible working hours Telecommuting Physical Fitness Facility on site Health Services Unit on site Employee Assistance Program
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.
Category rating procedures will be used to rank and select eligibles. Based on your responses to the occupational questionnaire, you will be assigned a score. Your score will determine in which of three categories you will be placed: Excellent, Very Good, or Good. Under this process, veterans will be assigned to the appropriate category (without additional preference points) and then placed at the top of their category.
Veterans with service-connected disability of 10% or more will be placed at the top of the highest quality category.
The information contained in your resume and supporting documentation will be compared to your responses to the Occupational Questionnaire to determine the degree to which you meet the competencies required of this position. Please ensure you answer all questions accurately. Your responses are subject to verification. In support of your responses provided in the Occupational Questionnaire, your resume should include verbiage that describes your experience relative to the position for which you are applying and provide examples that show the depth of knowledge, level of skill, or degree of ability you possess. If your application does not support your responses to the Occupational Questionnaire or your application is not complete, it may affect your evaluation or result in your name being removed from further consideration. In some cases, additional assessment processes may be used.
Applicants eligible for selection preference under the Interagency Career Transition Assistance Plan (ICTAP) or CTAP must meet the agency definition of "well qualified." In NSF categories, this means at least “Very Good" with a score of 90.
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.
A GREAT LOCATION! The National Science Foundation Headquarters is conveniently located across the street from the Eisenhower Avenue Metro Station, right in Alexandria, VA, a few miles from downtown Washington, DC. There are shops and restaurants within walking distance, as well as historic Old Town Alexandria a short trip away. Employees receive the Federal benefits package and NSF offers:
Pre-tax parking Public transportation subsidy Child care subsidy Flexible working hours Telecommuting Physical Fitness Facility on site Health Services Unit on site Employee Assistance Program
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.
All applicants should submit a resume/CV of their choice, and may also submit a cover letter.
Additional Documents, if applicable, may include:
Veteran's Preference Documentation (DD-214 and SF-15): If you are eligible and claiming 5-point veteran's preference, you MUST submit a copy of your "member copy 4 version" DD-214 or other proof of eligibility. If you are claiming 10-point veteran's preference, you MUST submit a copy of your DD-214, SF-15, "Application for 10-Point Veterans' Preference" and the documentation required by the SF-15. (Please note: An SF-50, Notification of Personnel Action, showing veterans' preference will not be accepted as proof of entitlement.)
CTAP/ICTAP Documentation: If you are applying under CTAP or ICTAP, you MUST submit proof of eligibility under 5 CFR 330.602(a) for CTAP and 5 CFR 330.704 for ICTAP. 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.
Performance appraisals and awards may be considered during the evaluation process if voluntarily submitted.
All uploading must be completed before 11:59 PM Eastern time on the vacancy closing date.
If you are relying on your education to meet qualification requirements:
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 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 are unable to apply electronically, please use the Contact Information below for special instructions on how to submit your application materials. Hearing impaired individuals may call TDD (703) 292-5090 for assistance.
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.
All applicants should submit a resume/CV of their choice, and may also submit a cover letter.
Additional Documents, if applicable, may include:
Veteran's Preference Documentation (DD-214 and SF-15): If you are eligible and claiming 5-point veteran's preference, you MUST submit a copy of your "member copy 4 version" DD-214 or other proof of eligibility. If you are claiming 10-point veteran's preference, you MUST submit a copy of your DD-214, SF-15, "Application for 10-Point Veterans' Preference" and the documentation required by the SF-15. (Please note: An SF-50, Notification of Personnel Action, showing veterans' preference will not be accepted as proof of entitlement.)
CTAP/ICTAP Documentation: If you are applying under CTAP or ICTAP, you MUST submit proof of eligibility under 5 CFR 330.602(a) for CTAP and 5 CFR 330.704 for ICTAP. 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.
Performance appraisals and awards may be considered during the evaluation process if voluntarily submitted.
All uploading must be completed before 11:59 PM Eastern time on the vacancy closing date.
If you are relying on your education to meet qualification requirements:
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 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 are unable to apply electronically, please use the Contact Information below for special instructions on how to submit your application materials. Hearing impaired individuals may call TDD (703) 292-5090 for assistance.
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.
