Clarification from the agency

DoD Military Reserve (MR) and National Guard (NG) Technician Preference eligible and DoD Retained Grade Preference eligible and U.S. Citizens

• You will Interview and select candidates for vacancies, promotions, details and reassignments.
• You will manage and appraise employee and organizational performance, discipline employees, resolve employee complaints, and support the development of employees.
• You will ensure the technical quality and timeliness of work produced by employees in the unit and collaborate with supervisors across the organization in unstructured situations.
• You will develop and communicate performance appraisals to employees at the end of the appraisal cycle.
• You will recommend more serious disciplinary actions to higher level supervisors.
• You will apply EEO and merit promotion principles/requirements to all personnel management actions and decisions to ensure all personnel are treated in a manner that is free of discrimination.
• You will develop tailored customer workflows and integrate into IT service support tools.
• You will research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• You will review applications of security/information assurance policies, principles, and practices in the delivery of customer support services.
• You will develop methods to monitor and measure risk, compliance, and assurance efforts.
• You will perform needs analysis to determine opportunities for new and improved business process solutions.
• You will provide advice on project costs, design concepts, or design changes.
• You will provide enterprise cybersecurity and supply chain risk management guidance for development of the Continuity of Operations Plans.
• You will develop actions for improving customer satisfaction based on review of the Patient Advocate, Tracking System, National Survey Results (SHEP), Community Survey results, Internal Survey results, and Focus Groups.
• You will track and interpret customer data to identify trends in problem areas and make recommendations regarding methods, practices, and procedures to address problem resolution.
• You will design and conduct actions and initiatives incorporating measurable results to be used to address complex issues.
• You will work with department leadership, team, and peers to ensure a consistent and robust positive customer service culture is maintained for NAVINTEL services.
• You will work closely with specific groups of staff and/or departments to guide them and ensure alignment and progression of program objectives.
• You will modify current workflows to align with current organization structures within NAVINTEL.

Conditions of employment

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• You must obtain and maintain a Top Secret security clearance and access to Sensitive Compartmented Information (SCI). Failure to do so may result in the withdrawal of an offer or removal. Indicate the level and date of your clearance in your resume.
• Successful completion of a pre-employment drug test (including marijuana) is required. A tentative offer of employment will be rescinded if you fail to report to the drug test appointment or pass the test. You will be subject to random testing.
• You must acknowledge in writing that you are accepting an appointment in the DCIPS (excepted service) which does not confer competitive status, prior to appointment.
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• This position may require a 2-year DCIPS Trial Period.
• This position may require a Polygraph Examination.
• This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites. You must be able to travel on military and commercial aircraft for extended periods of time.
• This position is designated as a Cyber IT/Cybersecurity Workforce position. You must obtain and maintain the credentials as described in SECNAV M-5239.2 for specialty area 431 (Knowledge Manager) within 12 months of appointment.

Qualifications

In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.

Must have IT-related experience demonstrating each of the following four competencies, as defined:

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 your experience demonstrating the four competencies above, your resume must demonstrate at least one year of specialized experience equivalent to the next lower grade level (GS/GG-13) or pay band in the federal service or equivalent experience in the private or public sector performing duties such as:

1. Planning, directing, assigning, leading, and monitoring the work of the unit.
2. Making decisions that impact the resources (people, budget, materials) of the work unit.
3. Managing and facilitating SharePoint services and work flows, Automated Business Processes, Web-Content development and management, and Tier I customer service support.
4. Developing and managing customer service performance requirements.
5. Developing Enterprise instructions Tier 0 and Tier I help desk and troubleshoots Tier 0 and Tier I directly with customers.

Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=List-by-Occupational-Series

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.

When the application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the Occupational Questionnaire, along with your supporting documentation to determine your ability to demonstrate the following competencies:

• DEVELOPING OTHERS
• INFORMATION TECHNOLOGY CUSTOMER SUPPORT
• INFORMATION TECHNOLOGY POLICY AND PLANNING
• INFORMATION TECHNOLOGY SYSTEMS ANALYSIS
• MANAGING HUMAN RESOURCES
• TECHNICAL DOCUMENTATION DEVELOPMENT

If after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified. If selected, you may be required to provide supporting documentation.

Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

All eligibility, qualifications, and time-in-grade requirements must be met by the closing date of this announcement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.