This position is located in the Department of Technology Services (DTS), Enterprise Operations Center (EOC), Support Services Division (SSD). The Enterprise Operations Center (EOC) supports the AO in fulfilling its missions to courts by providing a customer-focused, central point of contact for internal and external (public) users of the Judiciary's nationally deployed information technology (IT) services while operating and monitoring the Judiciary's national IT infrastructure.

Duties

The Administrative Office (AO) is the agency within the Judicial Branch that provides a broad range of legislative, legal, financial, technology, management, administrative, and program support services to federal courts. Judicial Conference committees, with court input, advise the AO as it develops the annual judiciary budget for approval by Congress and the President. The AO is responsible for carrying out Judicial Conference policies and for providing staff support and counsel to the Judicial Conference and its committees. Today, the AO and its more than 900 employees provide a broad array of support services to the Judicial Conference and its committees, as well as support to the more than 30,000 Judiciary employees working in more than 800 locations. The agency's lawyers, public administrators, accountants, systems engineers, analysts, architects, statisticians, and other staff provide a broad array of professional services to meet the needs of judges and others working in federal courts nationwide. The primary mission of the Support Services Division (SSD) within the EOC is to ensure enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Customer Integration Branch's (CIB) Enterprise Communications and Coordination Cell (ECCC) represents the linchpin for EOC enterprise situational awareness. The ECCC is chartered with executing centralized coordination of event detection and response actions to operational and cybersecurity events across all service support tiers via enhanced event correlation/validation and tailored communications. ECCC mission requirements dictate the need to evolve the ECCC into a three shift 24/7/365 operation and thus the incumbent will be required to perform shift work. This includes shifts comprised of non-traditional work schedules, which may include weekends and holidays. The IT operations manager works under the operational guidance of the ECCC team lead and under the general supervision of a Branch Chief. The incumbent of this position assists the ECCC team lead in working with various AO partners and court staff. Duties of the position include, but are not limited to: Operating and maintaining a communications and coordination bridge to ensure handling of structured activities targeted at the central management of operational events, incidents, routine operational activities and reporting on the status or performance of IT services. Monitoring operational events to allow for normal operation and to detect/escalation exception conditions facilitating proactive incident detection and response. Ensuring the measurement and control of IT services is based on a continual cycle of monitoring, reporting, and coordinated operational support/response actions for all IT services. Maintaining a working knowledge of the National Service Desk (NSD) supported IT services. Operating EOC support systems to include IT service management, communications, web and service monitoring tools. Understanding and adhering to EOC standard operating procedures (SOPs). Maintaining a working knowledge of the of nationally support and emerging IT products and services.

Requirements

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in BOTH of the following: IT service desk operations experience; and Experience using enterprise IT Service Management tools (i.e., ServiceNow, etc.). Desired, but not required: Applicants who have experience with judiciary court operations, processes, and procedures are highly desirable.

Education

This position does not require education to qualify.

Contacts

• Address Department of Technology Services One Columbus Circle, NE Washington, DC 20544 US
• Name: Kymberli Camber
• Phone: (210) 301-6303
• Email: [email protected]