About This Position
As an IT Specialist (Policy & Planning) at DMDC, you will lead enterprise infrastructure using ITIL and ITSM (ServiceNow) to resolve challenges, optimize services, and develop SLAs. Lead cross-functional teams, leverage analytics for improvement, and shape IT policies.
You will advise senior leadership, manage strategic projects (agile/traditional), and architect IT solutions directly impacting Department of War (DoW) missions.
Qualifications
You may qualify at the GS-13, if you fulfill the following qualifications: A. One year of specialized experience at or above the GS-12 grade level or equivalent under other pay systems in the Federal service, military, or private sector: Broad and in-depth knowledge of ITIL Management Practices including the use of ITSM ticketing systems (e.g. ServiceNow) to achieve those best practices Prior experience developing and executing communication plans targeting various customer bases Demonstrated experience using data analytics to inform continuous process improvement.
Strong communication and interpersonal skills across all mediums (e.g. written and verbal) Prior experience leading cross functional teams Strong understanding of project management principles (both traditional and agile) 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.
In addition to meeting qualifications, your application package must reflect the applicable experience to meet the Individual Occupational Requirements for the 2210 series. Requirements for the 2210 series as listed below: 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.
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.
Major Duties
As a IT Specialist (PLCYPLN) at the GS-2210-13 some of your typical work assignments may include: Resolves the complete range of problems within the scope of the IT infrastructure support and refers problems requiring highly specialized expertise to the appropriate IT specialty office. Also conducts trends analyses to identify areas where additional training and assistance is needed and initiating appropriate action, such as defining new training requirements. Consults with experts in other specialty areas to develop integrated action plans, issues technical bulletins via the intranet to inform customers of problems and to instruct them intaking necessary actions and develops and updates customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature.
Reviews technical and design specifications; recommends changes as needed, to address customer support requirements; develops specifications for user instruction manuals based on customer's needs; and defines procedures for providing post-implementation support. Plans, implements, and manages problem management systems designed to effectively recognize, report, track, and resolve problems and evaluate the feasibility of adapting new methods to enhance customer satisfaction. Represents the infrastructure support branch and the IT Operations Division in planning for the installation and implementation of new systems, e.g., to upgrade to a new operating system and lead efforts to define post-implementation support requirements.
Develops service level agreements (SLAs) that define requirements and expectations for the delivery of infrastructure support services and develops and implements performance criteria to ensure that requirements are achieved. Prepares and presents briefings to senior agency management on complex/ controversial IT problems and issues. Evaluates and makes recommendations concerning overall plans and proposals for complex agency IT projects impacting the accomplishment of DOD strategic directives, including new interpretations and recommendations for additional policies and interpretive guidance.
Education
Substitution of education may not be used in lieu of specialized experience for this grade level.
How You Will Be Evaluated
We will review your resume and supporting documents, to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and evaluate your relevant work experiences as it relates to fundamental competencies, identified below, required for this position. Traditional rating and ranking of applications does not apply to this vacancy.
Your application (resume and supporting documentation) will be evaluated to determine if you meet the minimum qualifications required as listed on the announcement under qualification requirements. Veterans Preference: If you are entitled to veterans preference, you should indicate the type of veterans' preference you are claiming on your resume.
Your veterans' preference entitlement will be verified by the employing agency. For information on entitlement see http://www.fedshirevets.gov/job/vetpref/index.aspx Appointment of Military Spouses (5 CFR 315.612) (NonComp Mil Sp): To receive this preference, you must choose to apply using the " Appointment of Military Spouses (5 CFR 315.612) (NonComp Mil Sp)" eligibility. If you are claiming Military Spouse eligibility and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager.
Information and required documentation for claiming Military Spouse eligibility may be found at the General Applicant Information and Definitions link below.
Additional Information
This is an open continuous announcement to fill current and future vacancies. RE-EMPLOYED ANNUITANT: This position DOES NOT meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF?ver=LQ7feWw-8-5DI2tceUpmgA%3d%3d All applicants must meet qualifications and eligibility criteria by the closing date of the announcement.
Males born after 12-31-59 must be registered or exempt from Selective Service (see Who Needs to Register | Selective Service System : Selective Service System (sss.gov))
How to Apply
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration. To begin, click Apply Online to access an online application.
Follow the prompts to select your USAJOBS resume and/or other supporting documents.
You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application.
Complete the online application, verify the required documentation, and submit the application.
NOTE: Resumes up to a total of two pages will be accepted. Resumes exceeding two pages will be removed from consideration.
You will receive an email notification when your application has been received for the announcement. To verify the status of your application, log into your USAJOBS account, https://www.usajobs.gov, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.
Your uploaded documents may take several hours to clear the virus scan process. To preview the questionnaire, please go to https://apply.usastaffing.gov/ViewQuestionnaire/12954260 Please review the General Application Information and Definitions at: https://www.dla.mil/Portals/104/Documents/Careers/downloads/DoDGenAppInfo%2012-1-2020.pdf?ver=ECNbdsHtGilTd3OENN4A0Q%3d%3d
Required Documents
The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc.).
Your complete application includes your COMPLETE resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further. The following documents are REQUIRED 1.
Your resume: IMPORTANT UPDATE: Your resume must not exceed two (2) pages. If your resume exceeds the two-page limit, you will be removed from consideration for this announcement. The resume and required supporting documentation should provide the minimum qualifications and relevant experience for the announced position.
Must include the work schedule, hours worked per week, dates of employment, and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for qualifications and referred for selection consideration, if eligible. The resume must not be more than 5MB and should be saved and uploaded as a PDF to maintain formatting and number of pages.
We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. Page margins should be 0.5 inches, and font styles must be legible. Consider using 14-point size font for titles and 10-point for the main text.
We recommend using a font like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job?
The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.