This position is located in the U.S Department of Agriculture (USDA), Departmental Administration's (DA), in the Office of Customer Experience (OCX). The OCX empowers, enables, and jointly engages USDA customers and employees in human-centered design solutioning and innovation to deliver consistently exceptional service to our customers. A major service within the OCX is to transform the way the public interacts with USDA across all channels and design an omnichannel experience.

Duties

Oversees all the AskUSDA contact center knowledge base and the management, capturing, sharing and accessibility of knowledge articles for USDA customers and stakeholders. Manages the collection and update of knowledge articles across USDA agencies and staff offices and develop and facilitate training for CRM and Salesforce knowledge data input and collection. Serves as the lead knowledge manager for the AskUSDA Contact Center and directs and provides instruction to contractors managing the ACC regarding program and policy changes affecting the collection of information shared with customers. Performs a variety of review and some technical writing, editing and research duties in connection with the preparation of complex knowledge database articles and other operational materials. Organizes and presents information in an understandable manner considering the purpose of the publication, as well as the target audience. Reviews technical documents submitted by in-house or contract subject matter experts for organization, clarity, effective English, logical development, style, and consistency with organizational policy. Manages the publication of all AskUSDA knowledge articles available for internal and public use and in that capacity serves as the senior expert on publications management, performing leadership duties. Works alongside internal agency knowledge managers, AskUSDA Contact Center personnel, CSRs, contractors, and other OCX/agency stakeholders to promote and optimize the usage of the USDA's knowledge assets. Coordinates and collaborates with subject-matter specialists to assist them in revising their work so that it will be acceptable for publication. Develops and maintains problem tracking and resolution databases related to USDA knowledge articles. Reviews and analyzes articles used for dashboard reporting and ensure accuracy of reports and coordinating and making edits, reviews, updates, and archives of knowledge articles.

Requirements

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• If selected, you may be required to serve a probationary or trial period as applicable to appointment type.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. Specialized Experience GS-13: One year of specialized experience, equivalent to the GS-12 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Management and Program Analyst (Knowledge Manager). For this position, the specialized experience is experience creating, editing and maintaining knowledge articles in Salesforce; developing surveys based on knowledge assessments; working with internal agency knowledge managers, AskUSDA Contact Center personnel, CSRs, contractors, and other stakeholders to promote and optimize the usage of the USDA's knowledge assets; reviewing and analyzing knowledge articles used for dashboard reporting and ensure accuracy of reports; providing coaching and training that supports a knowledge management culture. 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). Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no education requirement for this position.

Contacts

• Address Departmental Administration 1400 Independence Ave SW Washington, DC 20250 US
• Name: Teresa Thompson
• Phone: 202-260-8935
• Email: [email protected]