Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. The primary purpose of this position is to serve as primary analyst for the JBSA Interactive Customer Evaluation (ICE) Program and provide a variety of customer relations duties for Joint Base San Antonio (JBSA) Plans and Programs Office.

Duties

Administers the JBSA Interactive Customer Evaluation (ICE) Program as a corporate level Customer Management Service (CMS) program to support the mission of JBSA. This position provides oversight of tracking and feedback of the quality of service and mission performance to JBSA leadership and to identify and develop solutions that enable JBSA to improve services and infrastructure through the ICE website. Provides customer support and training for internal and external customers. Provides technical assistance for service users, managers, and providers so that comments are maintained at an optimal rate. Develops, evaluates, interprets, and analyzes ICE program data to provide scheduled monthly, quarterly, and ad hoc reporting and briefing requirements. Prepares and briefs monthly, quarterly, and ad hoc customer satisfaction reports for 502 ABW Commander, Executive Sessions, and various specialty meeting such as the Risk and Prevention Joint Base Installation Action Council (RAPJBIAC) and Armed Forces Action Program (AFAP). Promotes and markets the ICE Program for the purpose of standardization throughout all locations. Promotes JBSA ICE Program. Provides marketing and training for internal and external customers.

Requirements

• Must complete initial online questionnaire and additional assessment(s)
• U.S. Citizenship is required
• Males must be registered for Selective Service, see www.sss.gov
• If authorized, PCS will be paid IAW JTR and AF Regulations. If receiving an authorized PCS, you may be subject to completing/signing a CONUS agreement. More information on PCS requirements, may be found at: https://afciviliancareers.com/regulatory/
• This position is subject to provisions of the DoD Priority Placement Program
• Disclosure of Political Appointments
• All federal employees are required to have direct deposit.
• Requires specific knowledge of the Interactive Customer Evaluation system, its web-site, the related DoD Policy, agency policies, and local policies
• Requires frequent short-notice travel across the entire JBSA region (to include JBSA-Lackland, JBSA-Fort Sam Houston, and JBSA-Randolph)
• The employee may be required to work other than normal duty hours, with short to no advance noticed, which may include evenings, weekends, and/or holidays. Overtime and/or emergency overtime may be required

Qualifications

In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Administrative and Management Positions. SPECIALIZED EXPERIENCE: Applicants must have at least one (1) year of specialized experience at the next lower grade GS-09, or equivalent in other pay systems. Examples of specialized experience includes skills in applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations. Knowledge of pertinent laws, regulations, policies, and precedents which affect the use of program and related support resources in the area studied. Skill in adapting analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity. OR EDUCATION: Successfully completed a Ph.D or equivalent graduate degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position. NOTE: You must submit copies of your college transcripts. OR COMBINATION OF EXPERIENCE AND EDUCATION: I have a combination of specialized experience and education. A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. NOTE: You must submit a copy of transcripts. FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in­-grade requirements to be considered eligible. One year at the GS-09 level is required to meet the time-in-grade requirements for the GS-11 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements. KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: 1. Full knowledge of Interactive Customer Evaluation (ICE) System principles and practices with enough sufficiency to solve customer inquiries. 2. Knowledge of customer support principles, methods, and procedures for providing guidance and training to customers. 3. Knowledge of concepts and techniques required to assist in planning, operation, and maintenance of the JBSA ICE website. 4. Knowledge of the procedures and techniques necessary to gather, synthesize, and draw conclusions regarding trend analysis. 5. Ability to analyze routine website problems and recommend solutions or forward to ice.disa.com. 6. Ability to communicate factual and procedural information clearly, both orally and in writing. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment.You will receive credit for all qualifying experience, including volunteer experience.

Education

IF USING EDUCATION TO QUALIFY: If position has a positive degree requirement or education forms the basis for qualifications, you MUST submit transcriptswith the application. Official transcripts are not required at the time of application; however, if position has a positive degree requirement, qualifying based on education alone or in combination with experience, transcripts must be verified prior to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.

********************ADDITIONAL INFORMATION FOR ACTIVE DUTY SERVICES MEMBERS********************

ACTIVE DUTY SERVICE MEMBERS: The VOW Act requires federal agencies to treat an eligible active duty service member as a veteran, disabled veteran, and preference eligible (as applicable) when applying for civil service positions before the effective release or discharge date. Appointment of military members before the release or discharge date is permissible if the member is on terminal leave. At the time the active duty member applies for a civil position, he or she must submit a "certification" memo in lieu of a DD-Form 214, Certificate of Release or Discharge from Active Duty. Active duty members applying for a civil service position without submitting a valid certification memo or DD-Form 214 with their application will render the member ineligible for the position. The certification memo must originate from the member's military service branch on official letterhead and contain the following:

• Name/Rank/Grade of Service Member
• Branch of Armed Forces
• Dates of Active Service (Start and End Date(s)
• Expected Date of Discharge/Release from Active Duty
• Terminal leave start date (if applicable)
• Expected character of service (honorable or general) and type of separation (i.e. separation or retirement)
• Must be certified within 120 days of anticipated discharge
• Signature by, or by direction of the adjutant, personnel office, unit commander, or higher headquarters commander.

Note: The VOW Act provides tentative preference. If appointed, a DD Form-214 must be submitted upon receipt

Contacts

• Address JBSA Fort Sam Houston 2484 Stanley Rd, Bldg 2263, Ste 323 JBSA Fort Sam Houston, TX 78234 US
• Name: Total Force Service Center
• Phone: 1-800-525-0102
• Email: [email protected]