This position is located in the DoD Office of Inspector General, Office of the Chief Information Officer. The incumbent is an IT Specialist in the OCIO that serves as a senior advisor to the Deputy CIO and performs duties as the Digital Workplace Services (DWS) Director and is responsible for all IT customer support. They bring experience, knowledge, and vision for transforming the DWS function including its operations, service offerings, and workforce with a focus on the end user experience.
Summary
This position is located in the DoD Office of Inspector General, Office of the Chief Information Officer. The incumbent is an IT Specialist in the OCIO that serves as a senior advisor to the Deputy CIO and performs duties as the Digital Workplace Services (DWS) Director and is responsible for all IT customer support. They bring experience, knowledge, and vision for transforming the DWS function including its operations, service offerings, and workforce with a focus on the end user experience.
Serves as the DWS Director, responsible for advising, planning, managing, coordination and administration of information technology activities, programs, and projects for DoD OIG as it relates to customer support and end user experience.
Provides advice to the CIO and Deputy CIO in the areas of help desk, call center, desk-side support, voice and video communications, asset management, and Service Management related to digital workplace processes, personnel, and support contracts.
Plans work operations and issues task assignments, sets priorities and establishes objectives with regard to the management and modernization of DWS, operational processes, and IT services to include improving the end user experience.
Responsible for establishing and defining service level agreements (SLAs) and operational level agreements (OLAs) for service offerings as well as reviewing and negotiating or adjusting SLAs at times to meet specific customer needs.
Responsible for the automation of Help Desk processes, applying concepts of the ?Smart? Help Desk, utilization of modern technology (e.g. chat bots), and self-service portals as part of improving the overall customer experience.
Responsible for establishing, managing, and maintaining strategic relationships within the DoD OIG as well as with external mission partners.
Oversees key ITSM processes to include Incident Management, Request Fulfillment, Change Management, and Asset Management. Actively participate as part of the ITSM Governance Board and ensures process performance and continual improvement.
Evaluates the effectiveness of the DWS Directorate?s operations in terms of mission accomplishment, quality and adherence to IT Service Management (ITSM) standards, procedures, and processes.
Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov).
Suitable for federal employment
Incumbent must obtain and maintain IAM Level III certification within 6 months of hire if not already obtained.
This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
Incumbent is required to submit to urinalysis to screen for illegal drug use prior to appointment, and is subject to random drug testing for the duration of service with DoD OIG.
The incumbent must adhere to the DoD Standards of Conduct.
Qualifications
GS-5 through GS-15 (or equivalent): For all positions individuals must 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.
and
Specialized Experience for GS-7 (or equivalent) and Above: Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled.
One year (52 weeks) of specialized experience or equivalent in level of difficulty and responsibility to that of the next lower grade (GS-14) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Demonstrated experience performing duties in managing digital workplace operations to include help desk, video and voice services, and asset management; IT Service Management related to digital workplace services e processes and teams, personnel, support contracts, policy, governance and compliance; managing personnel to include recruitment, hiring, performance, and awards; planning and directing customer service programs; ensure IT services are delivered in accordance with agreed business requirements in conjunction with customers and stakeholders; monitoring Service Level Agreements (SLA) and validating with customers that the service agreement meets the mission of the organization; and expert communicator, both verbal and written, and able to prepare and brief professional quality presentations.
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 to paid employment. You will receive credit for all qualifying experience.
Only experience and/or education obtained by the closing date of this announcement will be considered.
Education
There is no substitution of education for thequalifying experienceat the GS-14 grade level.
Additional information
Incumbent will be required to serve a one-year probationary period.
This job opportunity announcement may be used to fill additional vacancies within 90 calendar days of the initial issue date of the referral list.
Position(s) may be filled by displaced Department of Defense (DoD) employees through the Priority Placement Program.
DoD Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the full performance level only.
You may be required to complete a financial disclosure (OGE-450).
The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here
Telework availability will be based upon the mission requirements and supervisory determination.
A one year supervisory or managerial probationary period may be required.
Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300
Retired/Retiring Veterans: Please be aware that there is a 180-Day Restriction on Department of Defense (DoD) Employment of Military Retirees. A retired member of the Armed Forces may not be appointed to a civilian position in the DoD within 180 days after retirement unless the agency requests and is granted a waiver; the position is authorized special pay under 5 U.S.C. 3505; or a state of national emergency exists.
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a federal employee who will be or has been separated by a Reduction in Force (RIF), you must submit a copy of your RIF separation notice and SF-50 if available. If you attain a rating of at least 90, you may be entitled to receive special priority selection under the ICTAP. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates who currently occupy a formal training program position will be entitled to exercise their priority preference.
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
Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.
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.
Once the application process is complete, a review of your 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.
The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the competencies required for this position. 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 rating.
All qualified candidates will be evaluated on the following competencies:
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.
You must provide a complete Application Package which includes:
Resume: Your resume showing relevant experience and should include the following: where you worked, job title, series and grade, if applicable, duties and accomplishments, employer's name and address, supervisor's name and phone number, starting and end dates (Mo/Yr), hours per week and salary. DO NOT include the following information: Classified or government sensitive information; social security number; photos of yourself; personal information, such as age, gender, religious affiliation, etc.; or encrypted and digitally signed documents. Read more about what you should leave out of your resume at USAJOBS. PLEASE NOTE: Only the first 5 pages of your resume will be reviewed. Be sure your relevant experience is included in those first five pages. (cover letter optional).
Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
Military Spouse Preference (MSP) Eligible: If you are a Military Spouse Preference applicant, you must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist. If determined best qualified, you will be placed at that full performance level of the position.
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a federal employee who will be or has been separated by a Reduction in Force (RIF), you must submit a copy of your RIF separation notice and SF-50 if available. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
Certifications: All applicants to include current agency employees, are encouraged to submit proof of IAM Level III certification. It is not required. All applicants to include current agency employees/contractors must also document your certifications in your resume if you already have it.
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.
To apply for this position, you must provide a complete Application Package. See required documents above.
Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.
If you are unable to apply online, you must request an alternative application which is available from the
Human Resources Office. Please contact Betty Carreiro at 703-602-0023 or betty.carreiro@dodig.mil~ to obtain an alternative application.
DoD OIG - MISSION SUPPORT TEAM
4800 Mark Center Drive
Alexandria, VA 22350
US
Next steps
The occupational questionnaire and the resume that you submit will be used to assess your qualifications for the job, and to identify the best qualified applicants to be referred to the hiring manager for further consideration. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.
All information included in the resume and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be further evaluated by information provided in the Occupational Questionnaire. If, after reviewing your resume and/or supporting documentation, a determination is made that you have misrepresented your qualifications and/or experience, you may lose consideration for this position and, if you're already an employee, you may be subject to disciplinary action up to and including removal from Federal service.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
You must provide a complete Application Package which includes:
Resume: Your resume showing relevant experience and should include the following: where you worked, job title, series and grade, if applicable, duties and accomplishments, employer's name and address, supervisor's name and phone number, starting and end dates (Mo/Yr), hours per week and salary. DO NOT include the following information: Classified or government sensitive information; social security number; photos of yourself; personal information, such as age, gender, religious affiliation, etc.; or encrypted and digitally signed documents. Read more about what you should leave out of your resume at USAJOBS. PLEASE NOTE: Only the first 5 pages of your resume will be reviewed. Be sure your relevant experience is included in those first five pages. (cover letter optional).
Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
Military Spouse Preference (MSP) Eligible: If you are a Military Spouse Preference applicant, you must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist. If determined best qualified, you will be placed at that full performance level of the position.
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a federal employee who will be or has been separated by a Reduction in Force (RIF), you must submit a copy of your RIF separation notice and SF-50 if available. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
Certifications: All applicants to include current agency employees, are encouraged to submit proof of IAM Level III certification. It is not required. All applicants to include current agency employees/contractors must also document your certifications in your resume if you already have it.
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.
To apply for this position, you must provide a complete Application Package. See required documents above.
Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.
If you are unable to apply online, you must request an alternative application which is available from the
Human Resources Office. Please contact Betty Carreiro at 703-602-0023 or betty.carreiro@dodig.mil~ to obtain an alternative application.
DoD OIG - MISSION SUPPORT TEAM
4800 Mark Center Drive
Alexandria, VA 22350
US
Next steps
The occupational questionnaire and the resume that you submit will be used to assess your qualifications for the job, and to identify the best qualified applicants to be referred to the hiring manager for further consideration. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.
All information included in the resume and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be further evaluated by information provided in the Occupational Questionnaire. If, after reviewing your resume and/or supporting documentation, a determination is made that you have misrepresented your qualifications and/or experience, you may lose consideration for this position and, if you're already an employee, you may be subject to disciplinary action up to and including removal from Federal service.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
