This position is in the Office of Information and Technology, End User Services, Enterprise Command Operations, where the incumbent serves as a supervisor policy/planning within Enterprise Command Operations and subordinate organizations.
Summary
This position is in the Office of Information and Technology, End User Services, Enterprise Command Operations, where the incumbent serves as a supervisor policy/planning within Enterprise Command Operations and subordinate organizations.
Open to current permanent employees (career or career-conditional) of the Department of Veterans Affairs (competitive or excepted), Current permanent Federal employees eligible for transfer, former federal employees eligible for Reinstatement, veterans eligible for consideration under VEOA, Certain Military Spouses, Peace Corps/VISTA, disabled individuals eligible under Schedule A, and those eligible under current Interchange Agreements.
OIT Mission: The mission of the Office of Information and Technology (OIT) is to collaborate with our business partners to create the best experience for all Veterans.
OIT Vision: To become a world-class organization that provides a seamless, unified Veteran experience through the delivery of state-of-the-art technology.
Major Duties:
Lead the development, implementation, and continuous improvement of Knowledge-Centered Service (KCS) practices within the Enterprise Service Desk.
Create, publish, maintain, and retire knowledge articles to ensure accuracy, completeness, and adherence to organizational standards.
Conduct regular audits of the knowledge base to ensure content quality, relevancy, and compliance with established guidelines.
Partner with Tier 0/Tier 1/Tier 2 teams to identify knowledge gaps, capture new solutions, and ensure timely publishing of critical operational information.
Translate technical information from SMEs into clear, user-friendly knowledge articles for both internal staff and end users.
Provide coaching, training, and guidance to Service Desk staff on proper use of Knowledge Management tools and processes.
Develop and maintain Knowledge Management processes, metrics, workflows, and governance models aligned with ITIL and enterprise standards.
Analyze knowledge article usage, search trends, and feedback to recommend improvements that enhance first contact resolution (FCR) and improve self-service success.
Maintain dashboards and produce routine reports on knowledge performance, article lifecycle status, and adoption metrics.
Ensure compliance with VA/ OI&T standards for accessibility, security, and content governance.
Serve as the primary liaison between Service Desk operations, SMEs, application/engineering teams, and the Knowledge Management governance group.
Facilitate knowledge-sharing workshops, reviews, and continuous improvement sessions.
This position is non bargaining unit
Position Description/PD#: Supervisory IT Specialist (Plcypln)/PD18012A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required as needed for this position. Work Schedule: Monday - Friday 8am - 4:30pm Compressed/Flexible: As determined by the Agency Policy Virtual: This is not a virtual position.
Physical Demands: This work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site.
Working Conditions: This work area is adequately lighted, heated, and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.
Selective Service Registration is required for males born after 12/31/1959
Selectee is subject to background/suitability investigation
Selected applicant will be required to complete an online onboarding process
Complete the initial online assessment.
Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
- your performance and conduct;
- the needs and interests of the agency;
- whether your continued employment would advance organizational goals of the agency or the Government; and
- whether your continued employment would advance the efficiency of the Federal service.
Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Qualifications
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For the GS-14 position you must have served 52 weeks at the GS-13. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
To qualify for this position, all qualification requirements must be met by the closing date of this announcement-04/24/2026.
EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-13 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities needed to successfully perform the duties of this position. Specialized experience is defined as: experience designing, implementing, and managing enterprise Knowledge Management programs within an IT Service Management (ITSM) environment. This includes developing governance standards, maintaining knowledge workflows, and ensuring alignment with ITIL-based service delivery processes. Experience providing technical guidance on the creation, maintenance, and lifecycle management of knowledge articles; conducting program evaluations; and using metrics or audits to assess the effectiveness of Knowledge Management practices is required. This experience must demonstrate the ability to enhance service quality, reduce incident resolution times, and improve organizational knowledge sharing. Applicants must also have experience supporting the implementation or evaluation of a state, local, or federal public health program, including translating program policies, regulatory requirements, and technical guidance into clear, accessible knowledge assets. This includes collaborating with subject matter experts; providing technical assistance on knowledge content; updating materials to reflect evolving public health guidance; and ensuring knowledge artifacts support program compliance and mission objectives. Applicants must also have experience managing employees, including assigning work, providing performance feedback, supporting staff development, and ensuring consistent adherence to Knowledge Management and ITSM best practices. This experience must demonstrate the ability to lead teams responsible for maintaining complex, mission-critical information in support of public health program goals.
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; religions; 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.
Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
Education
There is no substitution of education for experience at the grade level(s) of this announcement.
Additional information
This job opportunity announcement may be used to fill additional vacancies.
VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/.
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Communications
Leadership
Planning and Evaluating
Technical Competence
Technology Management
In addition to the application and application questionnaire, this position requires successful completion of additional assessments, including a Job Knowledge Test.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.
Cheating on an assessment may also result in your removal from consideration.
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.
To apply for this position, you must submit a complete Application Package which includes one or more of the following documents. Please use this checklist to make sure you have included documents required for your application. You will not be contacted for additional information:
Resume which includes a list of all significant jobs held and duties performed, dates specified in month and year format, and the two-page resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. If military or civilian, please include your rank and/or grade. Resumes longer than two pages will result in ineligibility for further consideration for the position.
Complete All Required Assessments.
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent).
Veterans' Preference documentation, if applicable (e.g., DD-214 Member Copy 4 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.) Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active-duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Interagency/Career Transition Assistance Program (I/CTAP) submit:
a copy of your agency notice,
a copy of your most recent performance rating, and
a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
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 complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 04/23/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12939682.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit Application to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.
Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
Helpful Hints for Creating a Two-Page Resume:
Prioritize most relevant and recent experience
Use concise, results focused language
Align language from the job announcement
Focus on demonstrating skills and competencies
Remove outdated or unrelated experience
Use the USAJOBS resume builder
Additional guidance on this new requirement and resume building tools can be found at:
DAS for Information Technology - 103
810 Vermont Ave. NW
Washington, DC 20240
US
Next steps
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must submit a complete Application Package which includes one or more of the following documents. Please use this checklist to make sure you have included documents required for your application. You will not be contacted for additional information:
Resume which includes a list of all significant jobs held and duties performed, dates specified in month and year format, and the two-page resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. If military or civilian, please include your rank and/or grade. Resumes longer than two pages will result in ineligibility for further consideration for the position.
Complete All Required Assessments.
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are a former Federal employee who previously held a career or career-conditional position in the competitive service and separated from the Federal Government over a year ago and you are requesting non-competitive consideration you must submit a copy of your last SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration and a copy of your last Federal Performance appraisal with a rating of at least Fully Successful (or equivalent).
Veterans' Preference documentation, if applicable (e.g., DD-214 Member Copy 4 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.) Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active-duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
If your application is rated as well-qualified (score 85 or above) and you are claiming special priority selection rights under the Interagency/Career Transition Assistance Program (I/CTAP) submit:
a copy of your agency notice,
a copy of your most recent performance rating, and
a copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.
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 complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 04/23/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12939682.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit Application to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.
Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
Helpful Hints for Creating a Two-Page Resume:
Prioritize most relevant and recent experience
Use concise, results focused language
Align language from the job announcement
Focus on demonstrating skills and competencies
Remove outdated or unrelated experience
Use the USAJOBS resume builder
Additional guidance on this new requirement and resume building tools can be found at:
DAS for Information Technology - 103
810 Vermont Ave. NW
Washington, DC 20240
US
Next steps
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
