As a Customer Relationship Manager in the Customer Engagement Office of the Chief Information Officer (OCIO) at the Kennedy Space Center (KSC), serves as an end user Subject Matter Expert and Liaison for implementation of Center initiatives and requirements. Ensures the best end-user services for KSC Mission and Center customers, assisting with OCIO services and/or end-user devices (compute, print, and mobile) and ensuring requirements are adequately coordinated, captured, and represented.

Duties

Duties described below are at the full-performance level. Duties assigned at a lower grade level will be of more limited scope, performed with less independence and limited complexity; duties will be commensurate with the grade of selected employee. Supports the Kennedy Space Center (KSC) customer base with changes to the Information Technology (IT) environment. Evaluates Agency tools/processes used for processing orders and manages revision releases for KSC review and approves orders for IT services for the KSC customer base. Identifies, analyzes, recommends, and places orders to meet customer IT requirements. Performs an integration role for IT delivered to the organizations/users; includes coordinating with IT points of contact to address organizational/stakeholder requirements. Identifies opportunities to validate IT service usage and effectiveness. Addresses Chief Information Officer actions such as upgrades by validating data and coordinating with organizations and stakeholders. 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.
• This is a bargaining unit position - American Federation of Government Employees - Local 513.
• If selected, you will be required to complete a financial disclosure statement.

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-12, you must have one year of directly related specialized experience equivalent to the GS-11 level: Providing customer service activities in one or more of the following areas: IT process and procedures, unmanaged hardware, and refresh services; Utilizing industry helpdesk best practices and operation schedules to work within IT networks; and Partnering with contractors to ensure IT services are delivered. To qualify for GS-13, you must have one year of directly related specialized experience equivalent to the GS-12 level: Troubleshooting common IT commodities (e.g., desktop computers, tablet/laptop computers, printers, mobile devices) delivered to users in performing their administrative, engineering, or scientific duties; Providing IT services support in troubleshooting escalated IT issues and resolving complex problems with internal and external customers; and Providing comprehensive guidance and/or training to enhance customer knowledge or user proficiency. 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 Kennedy Space Center Space Commerce Way Titusville, FL 32899 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]