Supervisory HR Specialist

Summary

As a Supervisory HR Specialist GS-0201-14 with the US Office of Personnel Management, Human Resources Solutions, Federal Systems Center, User Support, you will lead user support operations for human resources information technology systems; oversee training, help desk, and user resource services; analyze service trends and customer needs; advise leadership on program improvements; and supervise federal employees and contractor-supported work.

Duties

• Major Duties Directs user support and help desk operations for human resources information technology systems, including troubleshooting, escalation, service coverage, and resolution of user issues. Oversees development and delivery of system training, online help content, guides, videos, and other user resources, ensuring materials remain current and accessible. Analyzes help desk performance, customer satisfaction, service trends, and system issues to recommend service improvements, system enhancements, or corrective actions. Coordinates with information technology offices, system owners, program organizations, vendors, and customer agencies to resolve issues and support delivery of user services. Advises leadership on customer needs, user trends, program risks, system issues, and opportunities to improve products, services, and user support strategies. Supervises employees by assigning work, setting performance expectations, evaluating performance, coaching staff, addressing employee concerns, and supporting employee development. Oversees contractor work by defining requirements, establishing schedules and standards, monitoring performance, and determining whether work products are acceptable.

Qualifications

For the GS 14: You must have one full year (52 weeks) of specialized experience comparable in scope and responsibility to the GS-13 grade level or pay band in the Federal service (obtained in either the public or private sectors) performing ALL the following duties: Directing or coordinating user support, help desk, or customer support services for information technology systems, including resolving user issues and coordinating escalations with technical or program stakeholders; Developing, managing, or evaluating system training, user guidance, online help content, or other resources used to support system users; Analyzing service metrics, customer feedback, user issues, or operational trends and recommending changes to improve service delivery, system functionality, or user support processes; Advising managers, customers, system owners, or other stakeholders on user support needs, operational risks, service issues, or recommended solutions; AND Leading the work of employees or teams by assigning or coordinating work, monitoring results, providing feedback or coaching, and supporting staff development. Merit promotion applicants must meet the time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-13 level is required to meet the time-in-grade requirements for the GS14 level. You must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement. 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.

Requirements

Must be a U.S. Citizen or National Males born after 12-31-59 must be registered for Selective Service Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Candidates will not be hired based on their race, sex, color, religion, or national origin Complete the initial online assessment and USAHire Assessment, if required You will be required to report to an OPM assigned office. This position is not eligible for inclusion in a bargaining unit

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: 1. Click the Apply Online button. 2. Answer the questions presented in the application and attach all necessary supporting documentation. 3. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. 4. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. 5. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. 6. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. 7. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. 8. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. You may preview the assessment questionnaire by clicking here: https://apply.usastaffing.gov/ViewQuestionnaire/13062767