This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/512434300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
The Headquarters Information Technology and Communications Division (ITCD) seeks a highly skilled individual to serve as Customer Engagement Branch Chief.
This position is being announced in conjunction with vacancy announcement number HQ19D0001 open to all U.S. citizens and nationals. Only one position will be filled as a result of these two vacancy announcements.
10/01/2018 to 10/15/2018
$134,789 - $164,200 per year
GS 15
1 vacancy in the following location:
Yes—as determined by the agency policy.
Occasional travel - Travel may be required for training or other work-related duties
No
Permanent
Full-Time
Competitive
15
Yes
No
HQ19C0003
512434300
Current or former competitive service federal employees.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Certain current or former term or temporary federal employees of a land or base management agency.
Family members of a federal employee or uniformed service member who is or was, working overseas.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
Please see the Eligibility information listed in the Requirements section of this announcement
Do you have a strong desire to lead, inspire and develop people? Do you want your career to leave an enduring impact on others? Do you have a passion for exploration? If you answered yes, we want you! At NASA, the key to our success is our people. We recognize the vital role that supervisors play to empower our diverse workforce to achieve our shared goals. At NASA, supervisors must have a unique combination of technical competence, individual energy, and the ability to connect with and motivate others. In return, we offer a range of missions and people to support, where you?ll have the opportunity to contribute to work that matters while helping us create and sustain an environment that fosters connection, engagement, teamwork and innovation. Together, we are part of something bigger than ourselves.
The following competencies are desired of all applicants interested in a Supervisory position at NASA:
1. Managing Projects
2. Managing People
3. Communication Skills
4. Interpersonal Skills
As a key member of the ITCD Leadership team, the Customer Engagement Branch Chief oversees a team of IT Specialists and contractor staff to ensure timely, efficient, and effective delivery of IT services at NASA Headquarters. The Branch Chief establishes the organization's strategic vision and framework to ensure consistent, high quality customer experiences.
The Customer Engagement Branch Chief is responsible for managing the ITCD Customer Relationship Management (CRM) program, end user computing and mobile devices, IT training, customer outreach and communications, and customer request management. Leads and manages a staff of IT technical professionals with a focus on forward planning and workforce development. Creates, manages, and leads the team, providing appropriate coaching and mentoring along the way. Performs business needs analysis, and identifies strategic IT organizational goals. Manages communications exchanges and business relationships with IT Stakeholders to enhance partnering relationships and address customer IT issues. Provides advice, recommendations, and comments on the development of business opportunities and solutions to meet Headquarters business needs. Provides technical expertise in support of acquisitions and service delivery strategy and oversight, guidance, and surveillance of IT contract service delivery. Monitors, develops, and manages corrective action plans to ensure that IT services are delivered in accordance to contract terms and requirements. Sets and executes a client relationship strategy that sustains client relationships. Develops annual client plans with ITCD leadership. Manages quarterly team reviews and seeks client feedback to develop strategies for improving client relationships and services. Forecasts, delivers, and communicates value to the client. Articulates core value and business value including how ITCD is delivering against contracted-for results and how ITCD is adding value to the key stakeholder.
Develops and implements IT project management plans, procedures, tools, templates, activities and infrastructure to align internal business practices with Agency as well as government-wide regulations and policies. Determines the appropriate products or services with stakeholder clients to define the project scope, requirements and deliverables. Advocates for and represents stakeholder requirements with Agency level product development and delivery teams. Manages project resources and monitors their output to ensure service quality and mitigate risks. Takes immediate corrective action when problems arise. Integrates configuration management, information technology architecture, infrastructure design, and systems integration aspects into IT project plans. Directs the implementation of quality assurance processes and ensures compliance with laws, regulations, policies, standards, and technical procedures.
Manages special projects that have a significant impact on the delivery of IT services and capabilities. Represents the customer support office in planning for the installation and implementation of new systems and services. Leads efforts to define post-implementation support requirements. Develops service level agreements that define requirements and expectations for the delivery of customer support services. Develops and implements performance criteria to ensure that requirements are achieved.
There are no education requirements for this position.
Current Federal employees must meet time in grade and three months after competitive appointment restrictions by the closing date of the announcement.
Individuals who have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) must be well qualified for the position to receive consideration for special priority selection. See 'How You Will Be Evaluated' for definition of well qualified. Federal employees seeking CTAP/ICTAP consideration must indicate their eligibility when applying for a position. The USAJOBS resume asks you to identify your ICTAP eligibility; the NASA Supplemental Information asks you to identify your CTAP eligibility. If you are selected for the position, you must be prepared to submit proof that you meet the requirements for CTAP/ICTAP. This includes a copy of the agency notice, a copy of their most recent Performance Rating and a copy of their most recent SF-50 noting current position, grade level, and duty location.
Qualified NASA term employees who have term conversion eligibility under the NASA Flexibility Act of 2004 will be referred and considered equally with other NASA permanent employees under internal competitive placement procedures.
Your USAJOBS account asks you to assign a name to each of your resumes. When you apply to a NASA position, we will show you the text of the resume you have submitted, but we do not maintain the name you have assigned to that resume. If you wish to keep track of that information, we recommend you make note of it at the time you apply.
Fair Employment Opportunities for Applicants
NASA Credit for National Service
The payment of relocation expenses is not authorized.
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 will be evaluated for this job based on how well you meet the qualifications above.
Resumes will be rated by an automated system (Resumix) that matches the competencies extracted from the candidate's resume to the competencies identified by the selecting official for the position. Candidates will be evaluated on the competencies they possess that are directly related to the duties of the job, as described in the announcement. Candidates should refer to NASA's Applicant Guide for assistance in developing a complete resume, as NASA will not accept separate KSA statements.
Qualified candidates will be assigned to one of three quality levels based on the degree to which their competencies meet the duties required. A human resources specialist will validate the qualifications of those candidates eligible to be referred to the selecting official. For the purpose of the Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP), candidates rated in the top quality level are considered well-qualified.
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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To receive consideration, you must submit a resume and answer NASA-specific questions. The NASA questions appear after you submit your resume and are transferred to the NASA web site. If you successfully apply, USAJOBS will show your application status as 'Received'. If your status is 'Application Status Not Available', you have not successfully applied. Do not rely on a USAJOBS email to confirm successful application. Only an email from NASA confirms a successful application.
NASA's application process has been specifically developed to ensure that we only ask you for the information we absolutely need to evaluate your qualifications and eligibility. In order to apply for this position, you only need to submit your resume and answer the screening questions and supplemental information. No additional documentation is accepted at the time of application. (For example you need not submit narrative 'KSA' statements; they are not required and will not be evaluated.) In this way we allow you to focus on preparing a resume that best describes your background and abilities. For assistance in preparing your resume, consult the Applicant Guide. Nothing further is required until requested by the Human Resources Office. At that point, we may ask you to submit documentation to support statements made in your resume. For example, we may ask you to provide academic transcripts or proof of Federal employment status. If you are claiming veterans' preference, we may ask you to submit proof of veterans preference (DD-214, and, if claiming 10-point preference, SF-15 plus proof required by that form). If you fail to provide the required documents within the stated time period, we may withdraw a job offer and/or remove you from further consideration.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
This vacancy is being filled through NASA STARS, an automated Staffing and Recruitment System. NASA partners with USAJOBS in providing a seamless application process. Before you begin the application process, please read the vacancy announcement carefully and have all required information available. You may begin the process of submitting your resume by clicking on the 'Apply Online' link. In order to be considered, you must submit a resume completed on the USAJOBS site. When completing your USAJOBS resume, please remember that NASA limits resumes to approximately 32,000 characters including spaces. NASA does not accept resumes uploaded to USAJOBS from a second source or documents attached through USAJOBS' document attachment feature. Once you submit your resume to NASA, you will be asked to complete a short series of additional questions. You must finish the entire process in order to have a complete application package and receive consideration. Your answers will not be saved unless you finish the entire application. You may edit a previously-submitted application, if the announcement is still open. If you are unable to apply electronically for this position, submit your resume and supplemental questions to:
National Aeronautics and Space Administration (NASA)
4200 Rideout Road
Resume Operations Center/Mailstop: HS50
Marshall Space Flight Center, AL 35812.
DO NOT submit your resume directly to the Center advertising this vacancy. Mailed resumes must be received by the close of business on the closing date of the announcement. Hard copy resumes requirements are provided at: Hard Copy Resume Requirements. If you are a first time applicant, we recommend that you review NASA's Applicant Guide to ensure that you are providing a complete resume. Failure to submit the supplemental data and a resume that contains all of the required information may result in loss of consideration for positions in which you are interested. All applications must be received no later than midnight Eastern Time on the closing date of the announcement.
Candidates for NASA positions are evaluated using our automated staffing and recruitment system, NASA STARS, which compares your skills and experience as described in your resume with the requirements of the position. If you are found to be a highly qualified candidate, you will be referred to the selecting official for further consideration. (In some cases, individuals with priority for special consideration must be considered and selected before other candidates.) Whether or not you are contacted for an interview depends upon the location of the position and the judgment of the selecting official. If you are a current federal employee and are contacted for an interview, you may be asked to provide a copy of your most recent performance appraisal narrative summary. At NASA, we pride ourselves on efficient and timely recruitment actions, and you can normally expect to learn the outcome of the selection process in a fairly short period of time. In addition, to ensure that you can measure progress for yourself, NASA provides you with regularly updated information on the status of the vacancy announcement.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To receive consideration, you must submit a resume and answer NASA-specific questions. The NASA questions appear after you submit your resume and are transferred to the NASA web site. If you successfully apply, USAJOBS will show your application status as 'Received'. If your status is 'Application Status Not Available', you have not successfully applied. Do not rely on a USAJOBS email to confirm successful application. Only an email from NASA confirms a successful application.
NASA's application process has been specifically developed to ensure that we only ask you for the information we absolutely need to evaluate your qualifications and eligibility. In order to apply for this position, you only need to submit your resume and answer the screening questions and supplemental information. No additional documentation is accepted at the time of application. (For example you need not submit narrative 'KSA' statements; they are not required and will not be evaluated.) In this way we allow you to focus on preparing a resume that best describes your background and abilities. For assistance in preparing your resume, consult the Applicant Guide. Nothing further is required until requested by the Human Resources Office. At that point, we may ask you to submit documentation to support statements made in your resume. For example, we may ask you to provide academic transcripts or proof of Federal employment status. If you are claiming veterans' preference, we may ask you to submit proof of veterans preference (DD-214, and, if claiming 10-point preference, SF-15 plus proof required by that form). If you fail to provide the required documents within the stated time period, we may withdraw a job offer and/or remove you from further consideration.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
This vacancy is being filled through NASA STARS, an automated Staffing and Recruitment System. NASA partners with USAJOBS in providing a seamless application process. Before you begin the application process, please read the vacancy announcement carefully and have all required information available. You may begin the process of submitting your resume by clicking on the 'Apply Online' link. In order to be considered, you must submit a resume completed on the USAJOBS site. When completing your USAJOBS resume, please remember that NASA limits resumes to approximately 32,000 characters including spaces. NASA does not accept resumes uploaded to USAJOBS from a second source or documents attached through USAJOBS' document attachment feature. Once you submit your resume to NASA, you will be asked to complete a short series of additional questions. You must finish the entire process in order to have a complete application package and receive consideration. Your answers will not be saved unless you finish the entire application. You may edit a previously-submitted application, if the announcement is still open. If you are unable to apply electronically for this position, submit your resume and supplemental questions to:
National Aeronautics and Space Administration (NASA)
4200 Rideout Road
Resume Operations Center/Mailstop: HS50
Marshall Space Flight Center, AL 35812.
DO NOT submit your resume directly to the Center advertising this vacancy. Mailed resumes must be received by the close of business on the closing date of the announcement. Hard copy resumes requirements are provided at: Hard Copy Resume Requirements. If you are a first time applicant, we recommend that you review NASA's Applicant Guide to ensure that you are providing a complete resume. Failure to submit the supplemental data and a resume that contains all of the required information may result in loss of consideration for positions in which you are interested. All applications must be received no later than midnight Eastern Time on the closing date of the announcement.
Candidates for NASA positions are evaluated using our automated staffing and recruitment system, NASA STARS, which compares your skills and experience as described in your resume with the requirements of the position. If you are found to be a highly qualified candidate, you will be referred to the selecting official for further consideration. (In some cases, individuals with priority for special consideration must be considered and selected before other candidates.) Whether or not you are contacted for an interview depends upon the location of the position and the judgment of the selecting official. If you are a current federal employee and are contacted for an interview, you may be asked to provide a copy of your most recent performance appraisal narrative summary. At NASA, we pride ourselves on efficient and timely recruitment actions, and you can normally expect to learn the outcome of the selection process in a fairly short period of time. In addition, to ensure that you can measure progress for yourself, NASA provides you with regularly updated information on the status of the vacancy announcement.
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/512434300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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