This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/608893000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Come work for the USPTO, we have been ranked as one of the best places to work in the federal government! The U.S. Patent and Trademark Office (USPTO) has been serving the economic interests of America for more than 200 years. We are responsible for granting US intellectual property rights for patents and trademarks. The USPTO is headquartered in Alexandria, Virginia, and has over 12,000 employees. For more information about the USPTO, please visit the USPTO Jobs Website.
Learn more about this agency07/28/2021 to 08/11/2021
$122,530 - $159,286 per year
GS 14
1 vacancy in the following location:
Yes—as determined by the agency policy.
Not required
No
Permanent - Career/Career-Conditional appointment in the Competitive Service.
Full-time - This is a Full-Time, Permanent
Competitive
14
No
No
CIO-2021-0099
608893000
Applications will be accepted from all United States Citizens and Nationals.
The Chief Information Officer (CIO) is the principal advisor to the under secretary of commerce for intellectual property and director of the United States Patent and Trademark Office on the application and transformation of information technology (IT) for the USPTO’s business. The organization leads IT strategy and management in support of the agency’s mission, including big data, cybersecurity, cloud computing and emerging technology. The CIO also serves as the USPTO's chief privacy officer. As an advisor, the CIO: Develops and implements strategic and operational IT plans and operating budgets; leads the transformation of IT at the USPTO, developing next-generation technology and tools for the patent and trademark systems while maintaining the agency’s legacy systems; operates the USPTO's computer facilities, equipment, and telecommunications network; develops, maintains, and disseminates patent and trademark information to the public; serves as the USPTO's senior information resources management official; provides technical direction for the re-engineering of USPTO's business processes; provides administrative policy direction to the organizational elements reporting to the CIO.
The Office of Information Management Services (OIMS) delivers quality information products and services to meet the needs of the agency, public, and the intellectual property community in general. The Office provides access to collections of patents, trademarks, and related information through multiple access mediums; and promotes dissemination of information to the public on the use of patent and trademark information systems. The Office provides agency-wide support of software and hardware to ensure that data collection efforts run smoothly. The Office monitors the electronic access and dissemination of agency information and proactively responds to any disruptions in services that may occur. The Office collaborates throughout OCIO on areas of common processes and services to meet business customer commitments.
The Service Desk Operations Division (SDOD) provides a single point of contact for USPTO employees to report problems or request services concerning information technology systems, software, or hardware, following the Information Technology Infrastructure Library (ITIL) framework
The individual selected for this position will…
The physical worksite for this position is located in Alexandria, VA. However, the United States Patent and Trademark Office (USPTO) is currently under a maximum telework posture due to the COVID-19 pandemic; therefore, this position is currently under a 100 percent telework schedule. The position’s telework schedule will likely change in the future when USPTO moves away from its maximum telework posture. At that time, the incumbent will be expected to report to the physical work site in accordance with the updated status requirements of their supervisor. The nature and scope of future telework opportunities will be subject to the unit’s telework policy, any applicable bargaining unit agreements, and supervisory approval. Payment of relocation expenses, as applicable, will be paid in accordance with this Job Opportunity Announcement.
You must meet the following United States Office of Personnel Management's (OPM) qualification requirements for the advertised position. OPM's prescribed Group Coverage Qualification Standard for INFORMATION TECHNOLOGY MANAGEMENT SERIES can be found at HERE. You must meet all qualification requirements by the closing date of the job announcement.
Specialized Experience: is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13.
Specialized experience for this position includes all the following listed below:
Experience leading or managing an Information Technology (IT) Service Desk or Call Center.
Experience allocating or coordinating the procurement or IT equipment, acquisitions, contracts, or manpower to maintain IT call center operations.
Experience developing call center procedures and technical guidance to lower customer service representatives to ensure functionality of an IT call center or service desk.
Experience representing an IT Call Center or service desk at an enterprise level that includes communicating orally and in writing.
AND
Competencies: In addition to meeting the specialized experience requirements, you must have IT-related experience demonstrating these competencies:
Attention to Detail – Is thorough when performing work and conscientious about attending to detail.
Customer Service – anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement. Effectively manages customer relationships.
Oral Communication – Makes clear and convincing oral presentations to individuals and groups. Listens effectively; clarifies information as needed. Speaks and writes in a clear, concise, organized, and convincing manner that is appropriate to the audience. Facilitates an open exchange of ideas to ensure all group input is considered.
Problem Solving – Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
Team Building – Ability to form, manage, and lead a project team. Fosters an environment of trust and unity that encourages and acknowledges cooperation, collective problem solving and participative decision making. Seeks involvement of all project team members in the decision making process to build group commitment. Identifies and supports project team goals. Facilitates cooperation and motivates project team members to accomplish group 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; 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. You will receive credit for all qualifying experience, including volunteer experience.
Education may not be substituted for Experience at this level.
Applicants applying for this position must be a United States Citizen.
If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.
This is a NON-Bargaining Unit position.
This is a Public Trust position and has a risk level designation of "moderate".
Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.
The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website.
Probationary Period- If selected, you may be required to complete an initial one-year probationary period.
FINANCIAL DISCLOSURE: The Ethics in Government Act of 1978 requires the applicant selected for this position to submit a Confidential Financial Disclosure Report (OGE Form 450) within 30 days of appointment and annually thereafter.
All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
Relocation Expenses are not authorized and will not be paid.
CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management’s Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.
More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.
All application materials become the property of the United States Patent and Trademark Office.
The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO’s Office of Equal Employment Opportunity & Diversity via email (oeeod@uspto.gov) or phone (571-272-8292).
You will be evaluated for this job based on how well you meet the qualifications above.
Your resume, optional cover letter and supporting documentation will be reviewed to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the self-assessment questions (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are "gold," "silver," and "bronze." Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.
How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed.
Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold).
The scored self assessment questions in the job announcement will evaluate you on the following competencies; please do not provide a separate written response:
KSA 1 - Skill in leading or managing an IT help/service desk or Call Center.
KSA 2 - Skill in providing technical guidance and writing IT call center procedures in order to utilize IT help desk best practices during the operation and training of call center staff.
KSA 3 - Ability to represent an IT call center or service desk at an enterprise level that includes communicating orally and in writing in response to customer needs or inquiries about customer support service programs.
For more information on category rating, please go to: DOC Bulletins
Please note that a complete application is required for consideration. (Please review the "Required Documents" section of this job announcement to see what must be included in a complete application).
A complete application consists of:
1. A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including job titles, salary, employment dates, duties and accomplishments, experience and how it relates to the KSAs in the job announcement. Please Note: Responses to job questions that are not fully supported by the information in your resume may result in adjustments to your rating. Any experience claimed in a cover letter should be substantiated by information contained in your resume.
Supporting Documents:
PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted within 7 business days of the closing date of this announcement to submit follow-up supporting documentation if applicable. Applicants claiming veterans' preference entitlement or CTAP/ICTAP eligibility who fail to submit supplemental documentation within 5 business days of receiving the request will not lose consideration for this position, however they will not be entitled to special or priority consideration.
Supporting documents that may be requested of applicants after the closing date of this announcement are
1. Veterans' Preference Documentation: If you are a veteran with preference eligibility, you will be asked to submit a copy of your DD-214 containing your discharge disposition, dates of service, and rank. If you are a preference eligible claiming a service connected disability of 10 percent or more, you will be asked to submit documentation (i.e. a letter dated 1991 or later from the Department of Veterans Affairs or from a branch of the Armed Forces) certifying to the veteran’s present receipt of compensation. Veterans must include dates of military service within the automated application process, and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more information, please visit Special Appointing Authorities for Veterans.
2. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documentation: Applicants will be asked to submit:
(1) A copy of your specific RIF notice, written notice of your expected separation or other documentation of priority consideration status;
(2) A copy of your latest SF-50 noting current position, grade level, and duty location;
(3) A copy of your last performance appraisal including your rating; and
(4) Any documentation from your agency that shows your current promotion potential.
You can choose ONE of the following methods to submit Supporting Documents:
1) You can upload your documents when you register or update your information on the Department of Commerce application site which you access through the USAJobs site.
OR
2) You can fax your documents to 571-258-4254 using the system generated fax cover sheet.
Your application and all required documentation must be received by 11:59 p.m. Eastern Time on the closing date of this job announcement.
NOTE: The preceding documentation requirements are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants--if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.
Review your resume and responses carefully. Responses to job questions that are not fully supported by the information in your application package may result in adjustments to your rating. A Human Resources Representative will validate the qualifications of those candidates eligible to be referred to the hiring official.
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 also being announced under the USPTO’s Merit Promotion Program, the Job Announcement Number is CIO-2021-0100. Please review that announcement to determine if you are eligible for consideration under the Merit Promotion Program.
Personally Identifiable Information (PII)
Personally Identifiable Information (PII) is defined as information that can be traced back to a specific individual and potentially compromise their security or privacy. Examples of PII include: date of birth, Social Security Number, and place of birth.
Please ensure that you have removed all Personally Identifiable Information from all documents prior to submitting or uploading your applications material.
Your complete application, including required documents, must be received by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
You MUST apply online. If you experience difficulties with the application process or do not have access to a computer, please contact the HR Specialist listed as the point of contact before the closing date of this job announcement. If you are a new user to the USAJobs Site and have never registered for an account; you will first need to create an account profile with your basic contact information and a resume to begin applying. You must be a registered USAJobs user AND you must be signed-in to your account in order to apply for this position. For help setting up an account or for general help using USAJobs, go to USAJobs Help Page. Once you have gathered all of the required information and are ready to begin the application process, click the "APPLY ONLINE" button at the right side of the page. You will then be directed away from USAJobs to the Department of Commerce application site for USPTO.
You must click "Submit" at the end of the application process to send your application for consideration. To return to your saved application, log in to your USAJOBS account at www.usajobs.gov and click on "Applications." Click on the position title, then select "Update Application."
If you experience any difficulties with the application site, help is available! If you have problems completing your on-line application, contact the Monster Hiring Management Help Desk at 1-866-656-6831 or by e-mail at MGSHELP@monster.com. The help desk is available Monday - Friday 7:00 a.m. to 7:00 p.m. Eastern Standard Time. You may call and leave a voice mail message at all other times.
All required supporting documents will be collected electronically via the USAJobs “Saved Documents” feature.
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at https://usajobs.gov/ and clicking on "Track Your Online Application." The four points of notification are:
1. Application Received or Application Incomplete;
2. Minimum Qualification Requirement Met or Minimum Qualification Requirement Not Met;
3. Referred (Application Referred to the Selecting Official) or Not Referred (Application Not Referred to the Selecting Official); and
4. Selected or Not Selected.
After all application packages have been received, we will review your application and transcript(s) (if you are qualifying based on education) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and you may be contacted for follow-up supplemental documentation. It is the applicant’s responsibility to provide any supplemental documents or information requested by the Office of Human Resources within the allocated timeframes.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.).
You can check the status of your application by logging into USAJOBS. You may also sign up to receive automatic emails anytime the status of your application has changed by logging into your USAJobs Account, editing your profile and changing the ‘Notification Settings’ to indicate that you want to be notified by email when the status changes. Information regarding the status of your application should be updated in the system within 2 weeks after the closing date of this job announcement.
By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired; you may be terminated after you begin work; or, you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation.
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/608893000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
Come join a dynamic organization where your knowledge and skills can make a real difference. This position serves as an IT Specialist (CustSpt) supporting management and execution of projects and activities in the development of USPTO’s automated information systems.
Since our jobs are as diverse as the services we provide, USPTO is a great place to build and expand your career.