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As a Service Design Specialist, you will intentionally and collaboratively develop and implement services, systems, and products to improve the customer experience.
Location of position: GSA, Office of Customer Experience (OCE). This is full-time remote position. Location will be negotiated once selection has been made.
The OCE is responsible for embedding customer-oriented thinking into daily operations to ensure delivery of sound products, as well as great customer experiences.
10/05/2023 to 10/18/2023
$98,496 - $158,432 per year
If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.
GS 13
1 vacancy in the following location:
Yes
Not applicable, this is a remote position.
Occasional travel - Occasional travel may be required for meetings and/or training.
No
Permanent
Full-time
Competitive
13
No
No
O-2024-0001
753412300
Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales.
Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants.
Current or former employees of a base management agency.
Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference
Military spouses relocating under PCS orders or whose spouse is 100% disabled or died while on active duty.
Individuals who are eligible under Schedule A.
Family members of a federal employee or uniformed service member who is or was, working overseas.
Individuals who have served at least 2 years with the Peace Corps or 1 year with AmeriCorps VISTA.
Individuals eligible under a special authority not listed in another hiring path.
Your application will be considered if you are a nationwide: Current career/career-conditional Federal employee in the competitive service; Reinstatement eligible; Special Appointing Authority eligible; VEOA eligible Veteran; CTAP/ICTAP eligible; or OPM Interchange Agreement eligible.
Serves as an advisor; Conducts analytical studies and conducts briefings for management; Participates in the development of strategies and testable models to maximize customer acquisition, retention, activity, and loyalty. Designs and undertakes complex management studies in collaboration with other teams, initiatives, or efforts. Manages projects to improve and expand customer experience; Performs projects that are time sensitive and require research, analysis and evaluation. Participates in the ideation, scoping, development, and collaborative implementation of the Service Design program; Participates in discussions and projects that address customer best practices and areas for improvement; Develops authoritative papers and/or reports.
If selected, you must meet the following conditions:
For each job on your resume, provide:
If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.
For a brief video on creating a Federal resume, click here.
The GS-13 base salary range starts at $98,496.00 per year. Locality pay will be determined once the duty location has been established.
To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service.
Specialized experience is experience in the technical crafts of service, product, information, systems, and database design, human factors engineering, and Human-Computer Interaction (HCI), as well as the conceptual and philosophical infrastructure of design as a formal practice and designing and undertaking management studies; preparing and/or conducting briefings for management; utilization of customer experience tools, such as ethnographic research and/or or user personas; and developing authoritative papers and/or reports. Experience must include:
This job does not have an education qualification requirement.
Bargaining Unit status: Varies by Location
Relocation-related expenses are not approved and will be your responsibility.
Travel expenses associated with interviews may be approved. Determinations will be made on a case-by-case basis.
If you are selected at a grade lower than the full performance level, you may be promoted up to that grade level without having to re-apply or compete against other applicants.
On a case-by-case basis, the following incentives may be approved:
Additional vacancies may be filled from this announcement as needed; through other means; or not at all.
Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area.
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated on the questions you answer during the application process, which will measure your overall possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.
Additional hurdle assessments, such as narrative responses or other assessments, may be administered to applicants who meet the requirements of the first hurdle, e.g., the minimum qualification requirements. If additional assessments are used, you will be provided with further instructions.
Consideration will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). You should list any relevant performance appraisals and incentive awards in your resume so that information will be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.
If you are eligible under Interagency Career Transition Assistance Plan or GSA’s Career Transition Assistance Plan (ICTAP/CTAP), you must receive a score of 85 or higher to receive priority.
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
Your resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.
Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. The SF-50 or equivalent agency Notice of Personnel Action form must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.
If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:
(a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows the dates of your active duty service. If selected, a DD-214 showing your type of discharge (member 4 copy) will be required prior to appointment.
(b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).
If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).
If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.
If you are eligible under an Interchange Agreement: Submit your latest SF-50.
If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.
If you are a current or former Land Management Agency Employee - Submit a and b:
(a) one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
(b) Copy of your agency’s annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS’s People With Disabilities page.
If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority. See USAJOBS's Resource Center for more information.
If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
If you are a current or former political appointee: Submit your SF-50.
Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
To begin, click the Apply Online button on the vacancy announcement.
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions. Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.
After the closing date/deadline:
Thank you for your interest in working for U.S. General Services Administration!
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/753412300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.