You will serve as a Program Analyst, IT Infrastructure Library (ITIL) Incident Management Process Manager, and Center Liaison to the NASA Centers supporting the Applications and Platforms Services (APS) Branch of the Enterprise Division within the Office of the Chief Information Officer (OCIO)

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

• 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: 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. 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.

Contacts

• Address Kennedy Space Center Space Commerce Way Titusville, FL 32899 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]