Serves as Workplace and Collaborations Services (WCS) Operations Manager responsible for the oversight and supporting of all WCS operations that are critical to the success of the NASA mission. You will be responsible for supporting mission freezes and launches, OS upgrades, system patches, vulnerability mitigations, Security Operations Center Mitigation Action Requirement and Executive Order compliance, Conference Rooms, Enterprise Access Management, and ICAM.

Duties

Ensure Workplace and Collaborations Services (WCS) operations run efficiently and effectively by overseeing and improving operational systems, processes, and infrastructure as well as leading and managing teams and projects across the Service Line. Support WCS operations that are critical to Agency mission success, such as mission freezes/launches, OS upgrades, system patches, vulnerability mitigations, Security Operations Center Mitigation Action Requirement and E.O. compliance, etc. Provide overall operational oversight for WCS operations and ensure that service degradation and unplanned outages within each of the different Service Elements are reported. Ensure consistency, improve and standardize processes, improve efficiency, productivity and effectiveness, and allow the organization to operate as one Service Line. Oversee investigations related to operational issues that span across different organizations and contracts to ensure that the issues are identified, worked by the responsible organization(s) and get resolved in a timely manner. Anticipate and solve operational and tactical risks and challenges before they negatively impact the WCS services and our customers. Implement IT Service Management (ITSM) processes, such as Change Management, Incident Management and/or Problem Management to ensure operational changes are made accordingly. 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.
• Financial Disclosure, Drug Testing, Bargaining Unit and/or the Travel Requirements for this position may differ and be required based on the duty location/Directorate/Division/Branch requirements.
• Position subject to pre-employment background investigation or higher level clearance. Investigation/Clearance may differ and be required based on the duties/location-Directorate/Division/Branch requirements.

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 at the GS-15 level, you must have one year of directly related specialized experience equivalent to the GS-14 level: Implementing IT Service Management (ITSM) processes, specifically Change Management, Incident Management and/or Problem Management; Supporting mission freeze activities to ensure that the correct freeze posture is in place during mission launch and return; Working with Cybersecurity to ensure that operational changes being made to the production environment do not deviate from security baselines and adhere to Change Management processes. 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. NASA prohibits the use of artificial intelligence (AI) or AI-assisted tool in drafting application and assessment responses. Please visit https://www.nasa.gov/careers/how-to-apply/#Artificial-Intelligence to review NASA's guidance on the use of AI tools during the application process.

Education

This job does not have an education qualification requirement.

Contacts

• Address NASA Headquarters 300 E St SW Washington, DC 20546 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]