You will serve as the Technical Lead Service Liaison supporting the Workplace and Collaboration Services (WCS) Service Line within the Office of the Chief Information Officer (OCIO) collaborating with NASA Centers, OCIO Service Lines and OCIO Agency Level Offices to identify IT solutions that meet business and mission needs.

Duties

Serves as the Workplace and Collaboration Services (WCS) Service Liaison Technical Lead representing WCS in Agency forums such as project teams, working groups, governance boards, and vendor engagements. Utilizes the Office of the Chief Information Officer (OCIO) governance structure to integrate technologies that align with the overall strategy of OCIO service lines and Agency level offices, Missions, and Centers to meet business requirements. Collaborates with center representatives to identify continuous service improvement opportunities, assist with quality assurance activities and ensure WCS is meeting Center-defined expectations for service delivery outcomes. Supports strategic alignment with center representatives, understand customer demand for services, give and receive constructive feedback, and facilitate the feedback loop. Serves as a technical advisor for enterprise products and services in the end user domain utilizing innovative and original approaches while advising WCS management on feasibility, functionality, and usability. Aligns customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities. Provides advice and guidance on how to improve customer engagement and develop lasting relationships. Foster a culture of engagement, diversity, inclusiveness, excellence and innovation. Champion NASA's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes a commitment to safety, integrity, and teamwork.

Requirements

• Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
• 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.
• 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.
• Duty location will be determined upon selection, selectee(s) will remain at their current duty location.

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: Utilizing IT concepts, principles, and practices for Information Technology Infrastructure Library (ITIL) for IT service management; Performing Enterprise and Center IT End User Services, participating on technical teams, and evaluating hardware and software while incorporating IT security policy and requirements; 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. AND IF you are qualifying based on experience, 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 NASA Headquarters 300 E St SW Washington, DC 20546 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]