About this role
Job SummaryThis position is in the ITSM and IT Service Desk group, Office of the Chief Information Officer (OCIO), Office of the Managing Director (OMD), Federal Communications Commission (FCC), located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID. THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.
QualificationsInterested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S. Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin. Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement. Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified. GS-14 Required Competencies Attention to Detail/Customer Service/Decision Making/Information Management/Interpersonal Skills/Oral Communication/Problem Solving/Teamwork/Technical Competence AND Specialized Experience In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-13 level in the Federal service. Specialized experience is defined as follows: 1. Experience identifying recurring incident patterns, initiating root cause analysis, and tracking corrective actions to completion. 2. Experience coordinating technical support activities to maintain secure, compliant, and reliable end-user IT services. 3. Experience evaluating IT policies, standards, or technical solutions; and collaborating with customers/stakeholders to identify technology requirements; and resolving IT issues. 4. Experience troubleshooting and resolving complex IT problems related to delivery of services and managing projects from development through implementation. 5. Experience remaining current with evolving ITIL best practices, including emerging guidance from ITIL v5, ensuring that IT service management processes that continue to align with modern industry standards. 6. Experience contributing to contract oversight activities, contract documentation creation, contract evaluations, and other contract related activities to include serving as a COR. PART-TIME OR UNPAID EXPERIENCE: 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. SME REVIEW In order to be deemed as qualified, candidate's resumes must demonstrate the required all required competencies as listed above. Candidates must first receive a minimally eligible score of 70 as a result of the scored resume review conducted by the subject matter expert.
Major DutiesDesigns, implements, and continuously improves the OCIO's IT service management processes based on ITIL v4 principles. Manages the ITSM platform in coordination with the ITSM ACIO, maintaining platform configuration, workflow automation, SLA rule sets, service catalog integration, and reporting capabilities. Ensures that the platform is configured to capture all required service performance data, enforce SLA commitments, and generate the ticket aging and resolution reports needed by the Business Relationship Management (BRM) team for daily bureau account monitoring and monthly health report preparation. Conducts periodic process audits, evaluates practice performance against defined KPIs, and develops continual improvement roadmaps to advance service management maturity across the enterprise. Develops and maintains the ITSM platform's reporting and analytics capabilities, producing standard and ad hoc reports for the ITSM Lead, BRM team, Portfolio and Investment Management subunit, and OCIO leadership. Manages the incident management process, serving as the senior incident coordinator for major incidents affecting multiple bureaus or mission-critical systems.RequirementsSee "Qualifications".