IT Specialist (IT Service Management)

Summary

This 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.

Duties

• Designs, 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.

Qualifications

Interested 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.

Requirements

See "Qualifications".

Education

If applicable, see "Qualifications".

How to apply

To apply to this announcement go to the website: https://www.usajobs.gov/Search/Results?a=FC00&k=Federal%20Communications%20Commission Your application, including resume, all supplemental documents, registration information and answers to job specific questions must be received no later than midnight U.S. Eastern time of the closing date. For more information on applying federal jobs, please check this webpage https://help.usajobs.gov/faq/application/process As outlined in the "Required Documents Details" section of the announcement, resumes must meet be no longer than two pages in length and must meet the resume formatting requirements. If applying online poses a hardship, you may contact either the HR Specialist listed on the vacancy announcement or you may contact the Apply Government Solutions help desk (prior to the closing date of the vacancy announcement) via e-mail at [email protected] or you may reach them directly at 866-656-6831. The Apply Government Sollutions Help Desk is available Monday-Friday 7:00 am to 7:00 pm EST. NOTE: To be considered for an announced vacancy in the area of consideration within which the employee is eligible to compete, the employee must apply online using the Commission's automated recruitment system. Employees must submit all necessary application materials identified in the announcement by the specified closing date. If applying as an ICTAP or CTAP candidate... The Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP) are programs designed to afford selection priority to well-qualified Federal employees who meet the definition of a “surplus” or “displaced” employee. To be eligible for consideration under CTAP you must meet all of the following criteria: 1) Be a current FCC employee who has received an official notice stating that your position is no longer needed, or that you will be separated by reduction in force (RIF); 2) Have a current performance rating of at least "fully successful" or equivalent as substantiated by the submitted/uploaded performance appraisal. This must be submitted with your application package; 3) Occupy a position in the same local commuting area of the vacancy; 4) Apply for a specific vacancy at or below your current grade level with no greater promotion potential than your current position; 5) Meet the application deadline in the announcement; and 6) Be deemed as "qualified" by meeting all of the required qualification criteria. To be eligible for consideration under ICTAP, you must be a displaced Federal employee and have a current duty station within the local commuting area of this vacancy. You must submit a copy of the appropriate documentation such as a RIF separation notice, a letter from OPM or your agency documenting your priority consideration status with your application package. The following categories of candidates are considered displaced Employees: Current or former career or career-conditional (tenure group I or II) competitive service employees who: Received a specific RIF separation notice; or Separated because of a compensable injury, whose compensation has been terminated, and whose former agency certifies that it is unable to place; or Retired with a disability and whose disability annuity has been or is being terminated; or Upon receipt of a RIF separation notice retired on the effective date of the RIF and submits a Standard Form 50 that indicates "Retirement in lieu of RIF", or Retired under the discontinued service retirement option, or Separated because he/she declined a transfer of function or directed reassignment to another commuting area. The additional following types of candidates are considered displaced Employees: Military/National Guard Technician--you were a Military Reserve or National Guard Technician and now receive a special OPM disability retirement annuity. To be eligible for consideration under ICTAP you must: 1) Have a current performance rating of at least "fully successful" or equivalent; 2) Occupy (or have been separated from) a position in the same local commuting area of the vacancy; 3) Apply for a specific vacancy at or below the grade level you are being (or have been) separated from that does not have greater promotion potential than your last position; 4) Meet the application deadline; and 5) Be deemed as "qualified" by meeting all of the required qualification criteria.