As the lead for Customer Engagement (CE) and Risk Management responsible for the management of the AFRC CE and Risk programs, representing OCIO across the Center and Agency to senior management and customers, planning strategic requirements, ensuring federal requirements are met, solving customer challenges, monitoring customer experience, and ensuring proper documenting and reporting of IT risks, a more senior/seasoned professional is needed to be independent, assertive, and proactive.

Duties

Leads the organization on local customer experience aspects of service delivery performance, aids customers with service challenges and coordinates them to resolution with Service Integration, TAMs, Service Lines, etc. Coordinates activities across the Center and Agency to support and help anticipate their needs and be an available customer interface from the center/Missions/Projects into the OCIO and help reduce some of the administrative burden on customers. Leads the development, and sustainment, of continued customer relationships to include customer requests/ requirements, customer impacts, customer focused content, customer perception and customer experience advocacy. Generates and maintains risk reporting to include significant risks to the organization; ensuring management/individuals their own accountability for managing, mitigating, and resolving risks, and giving any recommendations. Represents AFRC OCIO on Agency and Center risk groups and boards, working in conjunction to improve and support risk practices, and ensures alignment with Agency Risk Management frameworks while reviewing management policies and protocols. Establish, design, and manage the local AFRC OCIO risk processes; makes recommendations, and implements any local modifications or improvements. Maintains awareness of the unique center mission requirements and activities to ensure the optimal support of the full suite of OCIO services so that it is aligned with Agency plans. Engages and develops relationships with counterparts outside of the immediate workgroup, including others within OCIO, AFRC, NASA, and industry, as appropriate. 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.
• 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-14, you must have one year of directly related specialized experience equivalent to the GS-13 level. Leading a team, project, or other activity in the support of IT products or services, which may include managing aspects of contracts or collaborating with mission/business partners to identify and support requested IT solutions; Managing IT customer relationship or engagement and varied challenges which may include coordination of outreach or requirements development activities to support stakeholder, mission, or Agency strategic needs; and Developing, implementing, or monitoring internal and customer risks to ensure timely reporting to management or development of mitigations for compliance. 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 Armstrong Flight Research Center 4800 Lilly Ave Edwards, CA 93523 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]