Information Technology Specialist

Duties

• Build, implement, and continuously improve Incident Management practices within APS in coordination with Service Line leadership. Establish/build relationships with Center CIOs and their offices to ensure seamless delivery of APS Services.
• Lead the development, implementation, execution, and optimization of the IT Infrastructure Library (ITIL) Incident Management practice.
• Coordinate/collaborate across OCIO Offices and Service Lines. Ensure process adoption and organizational change management within Application and Platform Services (APS) Incident Management.
• Integrate and coordinate with the other ITIL practices within APS and across OCIO; these practices include but are not limited to Incident, Configuration, Problem, and Communications.
• Drive consistency with IT Service Management (ITSM) coaches, and mentors junior staff in ITIL practices. Manages the Incident Management process, integrating with others across OCIO to ensure prompt response, restoration, documentation, and analysis.
• Incorporate appropriate operating model methodologies into APS incident approaches (e.g. Agile, DevOps, Lean, TBM, etc.) while staying in alignment with OCIO change policies.
• Identify process-related changes and impacts. Create and manage measures and metrics that identify weaknesses to be strengthened and value to users.
• Serve as the APS Center Liaison, collaborating with NASA Centers, other Business Relationship Management personnel, and OCIO Agency Level Offices to identify IT solutions that meet business and mission needs.

Requirements

Conditions of Employment

• Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
• If selected, you will be required to complete a financial disclosure statement
• This is a bargaining unit position - American Federation of Government Employees - Local 513
• Position subject to pre-employment background investigation or higher-level clearance. Investigation/Clearance may differ and be required based on the duties/location-NASA Center requirements.
• Financial Disclosure, Drug Testing, and/or the Travel Requirements for this position may differ and be required based on the duty location/NASA Center requirements.

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work.

To qualify for GS-14, you must have one year of directly related specialized experience equivalent to the GS-13 level.

• Implementing IT Infrastructure Library (ITIL) IT Service Management (ITSM) Incident Management practices for a large, diverse IT organization;
• Working with stakeholders to identify areas of opportunity for improvement in IT service delivery, determining accuracy and relevance of information, generating and evaluating alternatives, and making recommendations to Leadership and stakeholders;
• Formulating objectives, identifying priorities and working with stakeholders to plan and develop a roadmap for their IT
  application strategy.

AND
You MUST also have IT-related experience demonstrating each of the four competencies listed below:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job.

Education

This job does not have an education qualification requirement.

Additional information

Additional selections may be made for similar positions across NASA within the local commuting area(s) of the location(s) identified in this announcement_. By applying, you agree to have your application shared with interested selecting official(s) within NASA. CTAP/ICTAP will be cleared for any additional selection from this announcement._

If you are a current federal employee, you must meet applicable time-in-grade requirements to be considered eligible for this position. To be eligible, you must have completed a minimum of 52 weeks in a position no more than 1 grade lower than the advertised position. (Please submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. If your eligibility for both merit promotion and/or time-in-grade cannot be determined, your application will be rated ineligible.

Note: Time-in-grade requirements also apply to applicants who have held a non-temporary, competitive service GS position in the past year.

If you have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP), you must:
- Indicate your eligibility when applying for a position. The questionnaire asks you to identify your ICTAP/CTAP eligibility.
- Be well qualified for this position to receive consideration. Candidates rated in the 'Best Qualified' category are considered well-qualified. Please see 'How You Will Be Evaluated' for more information.
- Submit proof that you meet the requirements for CTAP/ICTAP as indicated in 'Required Documents'

For additional information about CTAP/ICTAP eligibility, click here - https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/#ictap.

Qualified NASA term employees who have term conversion eligibility (Term Appointments | NASA) under the NASA Flexibility Act of 2004 will be referred and considered equally with other NASA permanent employees under internal competitive placement procedures.

This is a bargaining unit position. If additional selections are made, those positions may or may not be in a bargaining unit. To learn more about bargaining units at NASA please click here NASA Unions (Bargaining Units) | NASA.

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• Benefits

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  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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated for this position based on how well you meet the qualifications and eligibility requirements listed in this vacancy announcement. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

You will be assessed on the following competencies:

• Attention to Detail
• Customer Service
• Information Management
• IT Service Management and Delivery Operations
• IT System and Requirements Analysis
• Oral Communication
• Problem Solving
• Strategic Thinking

NASA considers 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.

Under NASA's quality grouping process, applicants will be assessed on the position competencies and placed in one of three groups identified and defined below:

• Best Qualified Group - Applicants who demonstrate a superior level of all evaluation criteria.
• Highly Qualified Group - Applicants who demonstrate a satisfactory level of the evaluation criteria.
• Qualified Group - Applicants who demonstrate the basic qualifications, with general knowledge, skills, and abilities.

Candidates eligible for ICTAP/CTAP, reemployment priority or priority consideration will be referred before other candidates, as necessary. If no such candidates apply or are eligible to be referred, the following candidates will be sent to the hiring official for employment consideration:

• Best Qualified merit promotion candidates. Highly Qualified merit promotion candidates may also be referred, if additional candidates are needed.
• Qualified candidates eligible for consideration under Schedule A or VRA in accordance with veterans' preference rules, as applicable.
• Qualified candidates that are eligible for special hiring authorities or non-competitive hiring authorities.