The position is in the Department of Veterans Affairs, Office of Information & Technology (OIT), End User Services (EUS), Enterprise Command Operations (ECO), Incident & Emergency Management (IEM), Major Incident Management (MIM).

Duties

The IT Specialist (System Administration (SYSADM)/Customer Support (CUSTSPT) service as the Major Incident Manager and drives the efficiency and effectiveness of the Incident Management process by producing management information including Key Performance Indicators (KPIs) and reports. Major duties include, but are not limited to: Serves as an Incident Manager and/or Incident Coordinator. Manages and coordinates all activities necessary to respond to, record and resolve highly complex incidents by determining, acquiring and managing the resources needed for the quickest resolution. Delivers the highest level of customer service and rapid reaction planning during agency defined critical and high priority major incidents. Maintains continuous oversight of all proposed Major Incidents. Staying abreast of all internal processes and keeping a sharp focus on process improvement. Manages and resolves conflicts, grievances, confrontations, or disagreements in a constructive manner to minimize negative personal impact. Runs and facilitates meetings. Expresses information during meetings through clear dissemination of information and ideas; actively listens to others and demonstrates understanding of their comments and/or questions. Work Schedule: Tour of Duty will be one of the following: Sunday - Thursday 3:00 pm - 11:30 pm ET Monday - Friday 3:00 pm - 11:30 pm ET Tuesday - Saturday 3:00 pm - 11:30 pm ET Position Description Title/PD#: IT Specialist (SYSADM/CUSTSPT)/PD18094A Physical Requirements: The work is sedentary. The position is sedentary. Walking, standing, bending, or occasional lifting of boxes or equipment weighing up to 40 pounds is required. Stress may be felt by the Incident Coordinator due to extreme pressure in sustaining online application availability and ensuring that the best possible service is being provided to the customer.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Individual Occupational Requirement (IOR): To meet the basic requirements for the Information Technology (IT) Management Series 2210 (Alternative A), you must possess the following: Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. OR 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 four 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: In addition to the IOR, You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Specialized experience is defined as Serving as an Incident Manager and/or Incident Coordinator, managing and coordinating on all activities necessary to respond to, record and resolve highly complex incidents by determining, acquiring and managing the resources needed for the quickest resolution, delivering the highest level of customer service and rapid reaction planning during agency defined critical and high priority major incidents, maintaining continuous oversight of all proposed Major Incidents, and staying abreast of all internal processes and keeping a sharp focus on process improvement. 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.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.

Contacts

• Address DAS Information and Technology - 103 810 Vermont Avenue NW Washington, DC 20420 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]