The primary purpose of this position is: To serve as an analyst assigned to the Department of Veterans Affairs (VA), Office of Information and Technology (OIT), Development, Security, and Operations (DSO), Enterprise Command Operations (ECO), Enterprise Service Desk (ESD). The incumbent serves as an analyst reporting to the Process Integration Supervisor.
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Duties
This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles:
- 431 - Knowledge Management
The initial application review cut-off for this job announcement is 50 applications. The first 50 applications received will be considered first. Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management.
Applicants who live within a 50-mile radius of a VA facility preferred.
This is a bargaining unit position.
Work Schedule: Mon - Fri 8:00 am - 4:30 pm
Compressed/Flexible Schedule: Not Available
Telework: Available
Duty Location Status: Will work from a VA owned or leased space
Position Description Title/PD#: IT Specialist (Customer Support)/ PD14243A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required
Physical Demands: The position is sedentary. Sitting, standing, walking, bending, or occasional lifting of boxes weighing up to 40 pounds is required. Stress may be felt by the analyst due to extreme pressure in sustaining online application availability and ensuring that the best possible service is being provided to the customer.
Major Duties:
- Gathers information from multiple sources using analytical techniques; utilizes knowledge management tools.
- Identifies a need for and knows where or how to gather information, organizes and maintains information or information management systems.
- Expresses facts and ideas in writing in a succinct and organized manner.
- Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, individuals who work in the agency, or organizations) to assess their needs, provides information or assistance, resolves their problems, or satisfies their expectations; knows about available products and services; is committed to providing quality products and services.
- Maintains knowledge of procedures for developing technical and operational support documentation.
- Collaborates across the enterprise to support the onboarding of support for new applications and services. Actively participates in onboarding meetings and keeping supervisors and peer fully informed.
Requirements
Conditions of Employment
- You must be a U.S. citizen to apply for this job.
- Selectees are subject to a background/suitability investigation.
- Designated and/or random drug testing may be required
- Selectees may be required to serve a probationary period.
- Selective Service Registration is required for males born after 12/31/1959.
- A complete application package, i.e., Resume, Transcripts, etc., as required by the job announcement.
- Selected applicants will be required to complete an online onboarding process.
- Participation in the Seasonal Influenza Prevention Program for VHA Health Care Personnel (HCP) is a requirement for all Department of Veterans Affairs HCP.
- All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
- Must be proficient in written and spoken English.
- Pre-employment physical evaluation may be required.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/14/2023.
You may qualify based on your education or experience as described below.
A transcript must be submitted with your application if you are basing our qualifications on education.
Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
OR
Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
- Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
- Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
- Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience responding to customer surveys through outreach, identifying trends, and working with internal stakeholders to enhance the customer's experience; leveraging AI to further enhance automation of the service desk with specific focus on Customer Support/Relations; maintaining strong communication skills; providing project management support with the understanding on how each level of the enterprise interacts with the other, working cross-functionally with other team members and organizations and utilizing an enterprise IT Service Management portal to manage operations.
Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.
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.
Per Office of Personnel Management General Schedule Qualification Policies, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, human resources director, or official documentation such as SF-52, SF-50 documenting an official detail/assignments, or other comparable documentation). The documentation must indicate whether the employee performed the duties full time or, if part-time, the percentage of times the employee performed the additional duties.
To receive credit for experience in your resume that is not within the official series and grade level of your position, you must provide official documentation of such experience as indicated above.
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. For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp.
Education
PLEASE NOTE: 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 (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
Additional information
COVID-19 Pandemic Expanded Telework Program - Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position.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 for 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.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
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- Help 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.
DAS Information and Technology - 103
810 Vermont Avenue NW
Washington, DC 20420
US
