Job Description & How to Apply Below
Location: Hoonah
Duties
* Oversee all underlying IT processes that support a service, including continual service improvement, performance analysis, and change management.
* Ensure service design aligns with DoD, Army, and Enterprise Service Management Framework (ESMF) policies.
* Monitor services and deliverables from support contracts, providing monthly assessment reports to the Contracting Officer's Representative (COR).
* Develop, document, and deploy customer-focused IT services in the Service Catalog in conjunction with the IT Service Management Office (ITSMO).
* Analyze and recommend improvements to service workflows and business processes to increase efficiency and reduce costs.
* Establish and document service workflows and processes in the Process Asset Library (PAL).
* Develop documentation for custom forms, alerts, and other service components based on business requirements.
* Utilize Business Intelligence (BI) and analytical tools (e.g., BMC Remedy, Microsoft BI platform, Business Objects, Crystal Reports, Oracle BIEE) to prepare technical reports and fact sheets.
* Conduct periodic audits of IT programs to assess compliance with IT plans, policies, and alignment with business needs. Requirements Conditions of employment
* Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
* Must be able to obtain and maintain a Secret Security Clearance.
* In accordance with DoDM 8140.03 and supplemental Army guidance, the employee must obtain and maintain the following requirements for each Cyber work role (except Data, AI, and/or Software Engineering) at the assigned proficiency level:
* 1) Foundational qualification requirements within 9 months,
2) Resident qualification requirements within 12 months,
3) 20 hours of Continuous Professional Development (CPD) per work role code (which can overlap). Qualifications Who May Apply:
Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See for an extensive list of document requirements for all employment authorities.
* Current USACE Employees with Competitive Status
* Current Civilian Employees of the Organization
* Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce
* Interagency Career Transition Assistance Plan
* Land Management Workforce Flexibility Act
* Military Spouses, under Executive Order (E.O.) 13473
* Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible
* Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible
* Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement
* Priority Placement Program, DoD Retained Grade Preference Eligible
* Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, Ameri Corps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience.
Your resume must clearly describe your relevant experience. Specialized Experience GS-13: One year of specialized experience which includes:1) Managing IT services from design and implementation through continual improvement, including defining service requirements and establishing Service Level Agreements (SLAs).
2) Monitoring IT service quality by performing audits against policies and recommending technical improvements to enhance system performance.
3) Analyzing IT metrics and data utilizing Business Intelligence (BI) software to build reports, dashboards, and performance tracking models.
4) Serving as a subject matter expert for network infrastructure services, applying ITIL best practices, and collaborating with contractors and stakeholders. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail
- Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) Customer Service
- Works with clients and customers (that is, any individuals…
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