IT SPECIALIST

Summary

This incumbent will serve as an IT Specialist at the Department of Veteran Affairs' End User Operations (EUS) division of The Office of Information (OIT) and Enterprise Command Operations (ECO), Enterprise Service Desk (ESD). Providing central engineering services and management of a technical framework promoting one technology vision across VA, which supports system optimization, Integration and interoperability throughout the enterprise.

Duties

Will serve as an IT Specialist for the Program (a functional area of Support Services). The incumbent provides technical oversight and support of IT Service Management (ITSM) tools and technologies resident In the CMWA System (e.g., Remedy, Apropos, Automated Notification Reporting tool, etc), In regard to enterprise IT infrastructure within a system engineering framework. Operates as a subject matter expert regarding IT Infrastructure Library (ITIL) framework and best practices, providing enterprise-level IT support for ITSM tools and technologies and related issues; that ultimately affect the plans, goals, and effectiveness of VA nationwide. Major Duties: Provides support for the CMWA System, ensuring that service requests/incidents assigned to the team are appropriately worked to meet established timelines and that actions taken, and closure descriptions are adequately annotated. Responsible for system and user configuration and management, including but not limited to, deployment of software, user setup and maintenance (adding new user accounts, assigning access/permissions, configuring group assignments, providing user instructions/education, etc.); and customizing or developing new functionality. Participates In requirements gathering, functional analyses, and documentation to ensure the system functions appropriately and meets the needs of the organization. Plans, designs, analyzes, documents, tests, and makes recommendations for implementation and/or integrations required to maintain the CMWA System. Communicates and coordinates regularly with the Program Manager/Director, as appropriate, regarding priorities, resources, productivity and achievements; and provides updates/status reports within specified timeframes. Provides training and technical guidance to newly assigned and/or junior members of the team. Documents tests, and updates standard operating procedures (SOPs) and guidelines for processes related to the CMWA System, including but not limited to current systems documentation/diagrams; software versions; license Inventories; etc. Manages systems, including but not limited to testing and maintaining current patches, security updates, revisions, etc. Keeps abreast of IT trends, software development and application packages throughout VA and the data processing community and serves as a technical authority for equipment and software related to the CMWA System. Advises top IT officials and managers or user organizations on new developments and advanced techniques in the specialty area in order to incorporate changes or improve efficiency. Coordinates work schedules for the assigned team to ensure adequate support coverage for four time zones across the nation, as requested by the Program Manager/Director. May be called upon to establish work objectives, set priorities, assign tasks, and coordinate team activities. Evaluates computer network equipment with regard to its selection or utilization or designs systems and software for accomplishment of work through Information technology. Provides input for budget planning related to expendable and non-expendable supplies; equipment/software needs, including impact on existing systems, license requirements, etc. and other resources necessary to maintain the CMWA System. Additional duties may be required, within scope of the position description. This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Codes: 411, 431, 451, 801. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Position Description/PD#: IT SPECIALIST/PD12236A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required, as needed, for this position-25% or less. Work Schedule: Monday-Friday; 8:00AM to 4:30PM EST. Tour of duty may be subject to change based on organizational needs. Compressed/Flexible: As determined by the Agency Policy. Telework: (AdHoc) Authorized at Manager's discretion. Virtual/Remote: This is NOT a virtual, NOR a remote position. Physical Demands: The work is sedentary. Some work may require walking, standing, and carrying of light items; in conjunction with travel, and to attendance at meetings and conferences away from the work site. Working Conditions: Most work is performed in an office setting or computer room environment. Frequent work around computer equipment and cabling requires knowledge of potential hazardous situations and observance of normal safety precautions. Requirements

You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Selectee is subject to background/suitability investigation Selected applicant will be required to complete an online onboarding process This position is subject to pre-employment and random drug testing. Complete the initial online assessment. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: - your performance and conduct; - the needs and interests of the agency; - whether your continued employment would advance organizational goals of the agency or the Government; and - whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period , your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. This job opportunity announcement may be used to fill additional vacancies. Qualifications

To qualify for this position, all qualification requirements must be met by the closing date of this announcement-10/23/2026. Minimum Qualifications Requirements Basic Requirements 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 five 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. -AND- Specialized Experience for GS-13: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience for this position is defined as: Demonstrated experience as a Deputy Program Manager or senior operations leader on a large-scale (100,000+ monthly contact volume), multi-vendor federal IT service desk program. Candidate must have direct, hands-on experience managing a NICE CXOne (or directly comparable enterprise contact center platform) environment, including oversight of IVR-led authentication architecture, and AI/automation capability delivery designed to reduce human agent contact volume in favor of AI/automation. Experience must include managing cross-vendor data-sharing obligations and an independent quality assurance/analytics function (e.g., Medallia or comparable platform) that operates structurally independent of Tier 1 vendor performance reporting. Candidate should also demonstrate experience managing Transition-In/Transition-Out phases for federal service desk contracts, knowledge management programs supporting AI-driven self-service deployment, and governance of joint multi-vendor service provider working groups reporting to a government Program Management Office. 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. 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 the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position, at this grade level. How You Will Be Evaluated

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. In order to be considered for this position, you must complete all required steps in the process. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must include your name, contact phone number and contact email address, and must be 5MB or less. We recommend saving and uploading your resume 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. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Other Information

This job opportunity announcement may be used to fill additional vacancies. This is not a remote position. OIT has multiple worksites at various duty locations, and the individual(s) selected may be assigned to any federal government work site. This announcement will NOT be used for changing duty locations. If selected, and you are a current VA employee, and not on an approved exemption, you will continue to report to your current duty location. If selected you will be required to report to one of the following locations: Albany, NY Arlington, TX Atlanta, GA Austin, TX Baltimore, MD Bedford, MA Boston, MA Chicago, IL Cleveland, OH Dallas, TX Denver, CO Detroit, MI Eatontown, NJ Hines, IL Houston, TX Little Rock, AR Long Beach, CA Los Angeles, CA Martinsburg, WV Miami, FL Minneapolis, MN Nashville, TN Oakland, CA Orlando, FL Philadelphia, PA Phoenix, AZ Pittsburgh, PA Salt Lake City, UT San Antonio, TX San Francisco, CA Seattle, WA Shepherdstown, WV St. Louis, MO St. Petersburg, FL Tampa, FL Washington, DC If space is not immediately available a temporary exception to telework may be granted. If/when workspace is identified, the employee is expected to report to their assigned duty location. A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay. Receiving Service Credit or 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.