This position serves in the Office of the Chief Business Officer (OCBO). The incumbent will be responsible for using current service design principles and techniques to improve the agency's in person and digital customer experience.
Summary
This position serves in the Office of the Chief Business Officer (OCBO). The incumbent will be responsible for using current service design principles and techniques to improve the agency's in person and digital customer experience.
Open to all U.S. citizens. This position is not authorized to be filled virtually or through outstationing. The vacancy may be filled at either of the listed Official Duty Stations (ODS). To participate in telework, you must reside within a 2-hour commute to the assigned ODS by the time of your appointment.
Fulfill an expert role as a member of a team of product designers, front-end engineers, and content strategists to identify solutions for complex business processes.
Work independently or cooperatively to perform assigned tasks in an agile environment to iteratively improve the customer experience.
Uses evidence to support the redesign of complex business processes to meet customer goals and improve customer service efficiency.
Conduct or support sophisticated research using quantitative and qualitative methods, such as customer interviews, user testing concepts or prototypes, and behavioral analytics.
Document, package and deliver recommendations, solutions, and outcomes via reports, presentations, and/or other outputs as needed.
Communicate effectively with management, individuals, and groups at all levels of the organization to deliver highly complex, technical concepts to audiences of varying backgrounds.
Collaborate with other stakeholders and technical experts to define enterprise-level standards for customer-facing web products.
Document, package and deliver recommendations, solutions, and outcomes via reports, presentations and/or other outputs as needed.
Selective Service Registration, if applicable (www.sss.gov)
Fingerprinting and background and/or security investigation may be required
Job offers are contingent on fingerprinting and background / security investigation results
Selectees may be required to serve a 1 year probationary period
Relocation expenses will not be paid
All qualification requirements must be met by the closing date of the announcement
Qualifications
Submit a thorough resume (or SSA-45) that describes duties you perform as they relate to the specialized experience required for this position. Your resume is the key means we have for evaluating your experience, knowledge, skills, abilities and competencies as they relate to this position. List all positions and grade levels (for federal positions) separately, including full start and stop dates for each position and grade level (if applicable), and a comprehensive description of the relevant duties you performed in each position.
Applicants must have 52 weeks of specialized experience at the GS-12 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicants with the particular knowledge, skills, and abilities to successfully perform the duties of the position. The specialized experience required is: Experience researching, writing, and managing content for customer-facing digital services.
ALL of the specialized experience defined above is REQUIRED and must be explicitly documented/described in your resume, or you will be disqualified from further consideration.
Qualification standards and additional information for this position can be found here.
Education
This job does not have an education qualification requirement.
Additional information
Additional selections may be made for this vacancy six months from the closing date of this announcement.
This is a non-bargaining unit position.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
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.
The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include:
Ability to use content strategies to improve customer-facing digital services with best practices.
Ability to use evidence from analytics and customer research to make service design decisions.
Skill in communicate information, facts, and ideas orally and in writing.
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12477380
Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:
1 - Qualified Category - Candidates who meet the Minimum Qualification Requirements.
2 - Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
3 - Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.
Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.
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 submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:
proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD-214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must contain dates and show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)and the required documentation specified on the reverse of the SF-15. Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF-15. Preference will be granted based on the documents received.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members' military personnel offices, unit commanders, or higher headquarters.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Additional Required Documents, if applicable (see Required Documents section)
The complete Application Package must be submitted before midnight (EST) on 08/02/2024.
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact OPE Staffing DCO HQ at OPE.Staffing.DCO.HQ@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account and select "Application Status". If your status has not been updated, then no changes have occurred since your referral. Please note that the selecting official may choose to interview all, some, or none of the referred candidates. You will be contacted directly if you are to be interviewed.
Additionally, you will receive notification via email to the email address in your USAJOBS profile when your status is updated, such as if another applicant was selected or the posting was cancelled.
DCO - CBO
6401 Security Blvd
Baltimore, MD 21235
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:
proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD-214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must contain dates and show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)and the required documentation specified on the reverse of the SF-15. Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF-15. Preference will be granted based on the documents received.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members' military personnel offices, unit commanders, or higher headquarters.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Additional Required Documents, if applicable (see Required Documents section)
The complete Application Package must be submitted before midnight (EST) on 08/02/2024.
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact OPE Staffing DCO HQ at OPE.Staffing.DCO.HQ@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account and select "Application Status". If your status has not been updated, then no changes have occurred since your referral. Please note that the selecting official may choose to interview all, some, or none of the referred candidates. You will be contacted directly if you are to be interviewed.
Additionally, you will receive notification via email to the email address in your USAJOBS profile when your status is updated, such as if another applicant was selected or the posting was cancelled.
DCO - CBO
6401 Security Blvd
Baltimore, MD 21235
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
