This position is part of the Department of the Interior, Office of the Secretary, Interior Business Center, Human Resources Division, Human Resources Management Systems Division. The incumbent serves as a primary point of contact for providing Tier 2 help desk support for issues escalated by the Customer Support Center (CSC).

Duties

Respond to customer issues using multiple communication channels, such as phone, email, or web-based collaboration tools, to gather customer contact information, detailed issue descriptions, and other information necessary to ensure proper resolution. Review customer requests and inquiries entered into a computerized ticketing platform and update tickets to ensure issue tracking and monitoring throughout the life cycle of the ticket. Assess the customers' needs, analyze problems, and provide appropriate solutions through application of HR systems knowledge or utilization of a knowledge base. Perform system support requiring in-depth knowledge of HR systems, technological infrastructure, and problem analysis tools to achieve problem resolution. Perform research, analyze data, and develop test cases to determine problem extent and identify potential resolutions or workarounds.

Requirements

Qualifications

At the GS-9 level, you must meet the following qualification: One year of specialized experience equivalent to at least the GS-07 level. Specialized experience is that which has equipped the applicant with the competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. Specialized experience for this position includes but is not limited to: Tier 2 help desk support requiring in-depth knowledge of systems; conducting system testing in multiple environments within a release cycle; applying customer service skills to interact with a range of individuals with varying backgrounds; performing independent problem-solving while considering the long-term impact of actions; assessing customers' needs, analyzing information, and making accurate conclusions while referring to user guides and on-line help; and applying ability to set and adjust priorities independently. -OR- Substitution of Education: Applicants may substitute a master's or equivalent graduate degree OR two full years of progressively higher level graduate education leading to such a degree OR L.L.B. or J.D. from an accredited college or university, with a concentration of coursework in one or more of the following subjects: Business Information Systems, Management Science, Information Technology, Network Administration, Computer Science, Analytics or other field directly related to the work of this position. -OR- Combination of Education and Specialized Experience: Applicants may substitute an equivalent combination of qualifying graduate education and specialized experience as described above. For example 6 months of specialized experience and one and a half years of graduate study, i.e., 27 semester hours or 41 quarter hours of graduate coursework as described above. Only experience and education obtained by the closing date of this announcement will be considered. At the GS-11 level, you must meet the following qualification: One year of specialized experience equivalent to at least the GS-9 level. Specialized experience is that which has equipped the applicant with the competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. Specialized experience for this position includes but is not limited to: applying expertise in HR systems to independently provide accurate guidance to customers and colleagues; creating process and reference documentation for system users; developing application test scenarios based upon criteria and analyzing outcomes for validation; using release documentation to stay updated on system enhancements, defects and fixes. -OR- Substitution of Education: Applicants may substitute a Ph.D. or equivalent doctoral degree OR three full years of progressively higher level graduate education leading to such a degree OR L.L.M, from an accredited college or university, with a concentration of coursework in one or more of the following subjects: Business Information Systems, Management Science, Information Technology, Network Administration, Computer Science, Analytics or other field directly related to the work of this position. -OR- Combination of Education and Specialized Experience: Applicants may substitute an equivalent combination of qualifying graduate education and specialized experience as described above. For example 6 months of specialized experience and one and a half years of graduate study, i.e., 27 semester hours or 41 quarter hours of graduate coursework as described above.Only experience and education obtained by the closing date of this announcement will be considered. Only experience and education obtained by the closing date of this announcement will be considered. TIME-IN-GRADE: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower grade, with few exceptions outlined in 5 CFR 300.603(b). 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.

Education

If qualifying based on EDUCATION you MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

Only education from institutions which are accredited or preaccredited/candidate for accreditation may be used to meet education requirements.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address IBC HRD HR Management Systems Division 7301 W. Mansfield Ave. Denver, CO 80235 US
• Name: Christine Gluck
• Phone: 303-969-5481
• Email: [email protected]