About this role
Job SummaryThis position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the Defense Information Systems Agency (DISA) IT/Global Service Desk Division.
QualificationsIn order to qualify for this position, you must meet the requirements described below. Basic Requirements: Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards Customer Service - experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs Oral Communication -briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions AND Qualifying Experience: To qualify at the GG-13, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience in directing the end-to-end lifecycle of enterprise IT projects, analyzing system and application requirements to resolve critical technical issues, and aligning cross-functional stakeholders and vendors to ensure deliverables meet defined cost, schedule, and technical performance baselines Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.
Major DutiesServe as senior Project Manager/Customer Support Specialist functioning as trainer/mentor to junior project managers responsible for complete projects that are important segments of larger overall efforts.Develop preliminary reports attesting to program effectiveness and monitor project activities to make sure goals are achieved. Manage IT projects, which require analyzing, implementing and recommending IT equipment/service requirements for customers.Analyze technical implications of IT processes, including conducting continuing investigations of new and emerging data/telecommunications technologies, which may facilitate increasing convergence of voice, video and data transmissions.Identify opportunities to improve customer service by monitoring and analyzing performance to ensure quality output and prevent problems from arising. Proactively solve customer problems and demonstrate understanding of the customer experience.Demonstrate understanding of customers’ issues and how they impact the efficiency and effectiveness of agency’s operations. Develop and manage customer service performance requirements; research, evaluate, and provide feedback to customers.