Information Technology Specialist (CUSTSPT)

Summary

This vacancy is for an Information Technology Specialist (CUSTSPT) in the Office of the Secretary within the Department of Commerce.

Duties

As an Information Technology Specialist (CUSTSPT), you will perform the following duties: Leads customer-engagement activities, journey mapping sessions, and discovery workshops; Analyzes customer interactions and develops recommendations to improve customer experience; Serves as the primary point of contact during onboarding and transition activities; Develops communications strategies and customer-success plans. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Conducts quantitative and qualitative analysis to identify process improvements; Evaluates customer metrics and service trends; Supports pilots, technology transitions, and organizational change-management activities. Advises management on customer requirements and technology adoption; Coordinates with vendors, contractors, and internal teams; Develops training materials and delivers presentations. This Job Opportunity Announcement may be used to fill other Information Technology Specialist (CUSTSPT) GS-2210-13, FPL 14 positions within the Department of Commerce in the same geographical location or local commuting area with the same qualifications and specialized experience. Requirements

You must be a U.S. citizen to apply for this position. You must successfully pass a background investigation. This may include a credit check, a review of financial issues, as well as certain criminal offenses and illegal use or possession of drugs. A probationary or trial period may be required. Selective Service: Males born after 12/31/59 must be registered or exempt from Selective Service (see https://www.sss.gov/). If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing. Bargaining Unit Position: NO Confidential Financial Disclosure Report (OGE form 450): NO Permanent Change of Duty Station (PCS) Expense: WILL NOT be paid Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as a VEOA eligible which do not require time-in-grade/band. Qualifications

Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Occupational-Series Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. 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. This experience need not have been in the federal government. 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. To qualify at the GS- 13 level: BASIC REQUIREMENTS: 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- This position requires one year of specialized experience at the next lower (GS-12 or equivalent pay band) level. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to perform the duties of the position and is typically in or related to the work of the position to be filled. Experience must be Information Technology (IT) related. SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-12 level in the Federal service. Specialized experience is defined as: 1. Leading customer engagement and onboarding or transition initiatives for IT services; 2. Analyzing customer interactions, service metrics, or business processes; AND 3. Managing cross-functional projects and stakeholder communications; and advising management on technology adoption and service delivery improvements

Education

There is no positive education requirement for this position. NOTE: Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation when requested will result in lost consideration. 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., two-page resume, supporting documents), the responses you provide on the application questionnaire, the result of the USA Hire assessment and STRUCTURED RESUME REVIEW required for this position. All: "Performance appraisals and/or Incentive award documentation may be submitted and will be forwarded to the selecting official as support in consideration of your application in the evaluation process. To receive due weight, you must submit a recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable (do not submit a performance plan) and/or incentive award documentation (i.e. superior performance awards, special act or achievement awards, quality step increases, etc.)". Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. The assessments will evaluate you on the following general/technical competencies required to perform the job; please do not provide a separate written response: Reading Comprehension, Decision Making, Accountability, Flexibility, Customer Service, Attention to Detail, Reasoning, Influencing/Negotiating, Integrity/Honesty, Teamwork, Self-Management, Stress Tolerance, and Reasoning. The 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. To be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. Do NOT include the following types of information in your resume/application. If any are included, you will be deemed INELIGIBLE for consideration. Classified or government sensitive information Social Security Number (SSN) Photos of yourself Personal information, such as age, gender, religious affiliation, etc. To preview the questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13085430 Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. 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. Other Information

The following links provide information on various hiring authorities that do not fall under competitive examining procedures; however, they may enable you to apply through merit assignment procedures, or be eligible for a non-competitive appointment. Career Transition Assistance Plan (CTAP) Interagency Career Transition Assistance Plan (ICTAP) Veterans Recruitment Act (VRA) Veterans Employment Opportunities Act (VEOA) 30% or more disabled veterans Persons with disabilities ICTAP and CTAP Eligibles: CTAP and ICTAP candidates will be eligible if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a rating of 85 out of 100. Information about ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: Employee Guide to Career Transition Military Spouse The spouse of a member of the armed forces seeking eligibility under the non-competitive hiring authority of certain military spouse MUST submit various required documentation by the closing date of the announcement in accordance with one of the three below eligibilities: Spouse of a member of the armed forces serving on active duty, Spouse of service member who incurred a 100% disability, or Un-remarried widow or widower of a service member killed while performing active duty. Please review the "Required Documents" Section for specific documents pertaining to each of the above eligibilities that MUST be included with your application, if you are applying as a Military Spouse. Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES, or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office. Reasonable Accommodations (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.