This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. About the Position: The HQ, US MEPCOM, North Chicago, IL, is a jointly staffed command, staffed by representatives of all branches of the Armed Forces and through its 66 military processing locations determines if applicants are qualified for enlistment based on standards set by each of the service.

Duties

As an Information Technology Specialist (Policy and Planning), you will: Develop, sustain, and improve enterprise Information Technology Service Management (ITSM) processes. Administer an Information Technology Service Management (ITSM) tool throughout the entire Service Management tool’s lifecycle. Assist Service and Process Owners in developing, documenting, and deploying customer focused services. Facilitate integration and prioritization of ITSM initiatives via an Implementation Roadmap and supports integration of processes throughout the ITSM lifecycle. Conduct process reviews with the Information Technology Service Management (ITSM) design and implementation teams. Analyze service workflows and business processes recommending improvements and ways to provide greater efficiencies and effectiveness. Lead efforts to promote command use of knowledge management and information sharing. Monitor and report the usage of knowledge management artifacts and resources. Ensure that all agreements are reviewed and/or renewed at the agreed interval. Maintain a complete inventory of all agreements, both current and proposed.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position has been designated as non-sensitive and requires a personnel security background check.
• This position requires you to earn the required certification for this position as outlined in DoD 8570.01-M, Information Assurance Workforce Improvement Program, dated December 19, 2005 (incorporating Changes 4, 10 November 2015).
• This position requires you to possess or obtain and maintain an IT Infrastructure Library (ITIL) 4 Certification within 6 months of hire date.
• This position requires you to possess or obtain and maintain an IT Service Management Certification within 12 months of hire.

Qualifications

**Telework eligible position - Position has an official duty location of North Chicago, IL and is eligible for Situational Telework at the discretion of the Command. This position is NOT eligible for remote work (remote duty location). If telework is approved, selectees will be required to report to their official duty location as outlined in their telework agreement.** Who May Apply: US Citizens 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, AmeriCorps) 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; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Basic Requirement for Information Technology Specialist (Policy and Planning), GS-11: Specialized and Other Experience: One year of specialized experience which includes: Aligning Information Technology (IT) Services with business needs of the organization; Creating, sharing, and managing the knowledge and information of an organization; Ensuring standard procedures are used for efficient and prompt handling of all changes to IT infrastructure; Managing the delivery of IT services to customers. Implementing IT Service Management, Incident Management, Problem Management, Configuration Management, and Event Management for a large organization. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). 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 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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (3) 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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Education

This job does not have an education qualification requirement.

Contacts

• Address BG-APF-W37NAA HQ US MEPCOM DO NOT MAIL Rock Island, IL 61299 US
• Name: Army Applicant Help Desk