IT Specialist (Customer Support), CG-2210-13/14 (Permanent)

  • Federal Deposit Insurance Corporation (FDIC)
  • Atlanta, Chicago, Dallas, Kansas City, New York or San Francisco.
  • 406 views
Full Time Customer Service Government Information Technology Management OTHER

Job Description

Summary

This position is located in the Division of Information Technology (DIT) of the Federal Deposit Insurance Corporation.  The position reports to the Atlanta DIT Regional Manager and provides support in the areas of ITSM.  There are 2 positions to be filled in Headquarters or any of the regions: Atlanta, Chicago, Dallas, Kansas City, New York or San Francisco. 

Additional selections may be made from this vacancy announcement to fill identical vacancies that occur subsequent to this announcement.

Responsibilities

As a Senior Information Technology Service Management (ITSM) Specialist, the incumbent reports to a Regional Manager for CSSS and serves as a subject matter expert (SME) and technical expert in the area of ITSM, to include IT project and systems lifecycle management, customer technical consultations, identification of technical requirements and solutions, oversight and acceptance of required project deliverables, and development of and compliance with ITSM governance models on behalf of the Corporation.  At the full performance level, major duties also include:

  • Provides advice to users on systems, products and services which are available to them and information on updates, known errors, and changes in availability to assist customers and IT management in making more effective use of systems, products, and services available. Maintains compliance with CIOO customer service metrics related to service management issues.
  • Utilizes Java and other customized or commercial off the shelf IT development and scripting software to help senior specialists create and develop needed applications, systems, or upgrades to the catalog and portal.
  • Prepares critical customer communications and instructions related to the implementation and use of a variety IT systems and portal use. Defines communication strategies that are most appropriate for the application or system and intended audience. Works with various project teams or stakeholders to assess project-specific communication needs, review and ensure communication plans align with the overall agreed upon strategy.
  • Serves as an SME for CIOO contract oversight managers by coordinating and collaborating with contracted partners to provide acceptance of technical deliverables and validating specifications/requirements incorporated in IT contracts for assigned projects.

Qualifications

Qualifying experience may be obtained in the private or public sector. 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. Additional qualifications information can be found here.

You must have Information Technology (IT)-related experience which demonstrates proficiency in each of the following competencies:

• 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.

CG-13: To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the 12 grade level or above in the Federal service.  Specialized experience is defined as experience developing and enhancing service catalog items within the ServiceNow platform. This includes implementing workflows, managing update sets, leveraging knowledge management, and the management of these catalog items via the ServiceNow portal feature set.

CG-14: To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the 13 grade level or above in the Federal service.  Specialized experience is defined as experience developing and enhancing service catalog items within the ServiceNow platform, assessing project specific communication needs, and developing IT project plans. This includes implementing workflows, managing update sets, leveraging knowledge management, and the management of these catalog items via the ServiceNow portal feature set.

Applicants must have met the qualification requirements (including selective placement factors – if any) for this position within 30 calendar days of the closing date of this announcement.

Salary

$93,914 to $245,237 per year