This position is located in the Office of Information Technology, Customer Service Branch. This position will require multiple skillsets to include all the PM and Technical skills outlined in the Job Announcement as well as some level of Policy and Procedure writing. The Customer Support Branch focuses on ensuring the SEC staff has the ability use policies and procedures as well as Knowledge Base Articles (KBAs) to promote "self-help" and resolve problems quicker.

Duties

At the Securities and Exchange Commission (SEC), we are committed to diversity, equity, inclusion and accessibility (DEIA) and value a workforce that reflects the diverse experiences and perspectives of the communities we serve. As such, we welcome applications from qualified individuals of all backgrounds who share our commitment to public service. Manages customer relationships and customer needs across multiple technical teams within OIT. Acts as a point of contact for complex and escalated IT customer issues. Identifies and implements process improvements to enhance the customer experience. Manages high level IT projects including enterprise-wide equipment refresh projects.

Requirements

• You must be a US Citizen.
• Application procedures are specific to this vacancy announcement. Please read all the instructions carefully. Failure to follow the instructions may result in you not being considered for this position.
• Supplementary vacancies may be filled in addition to the number stated in this announcement.
• This position has promotion potential to the SK-14.
• PROBATIONARY PERIOD: This appointment may require completion of a one-year probationary period.
• SECURITY CLEARANCE: Entrance on duty is contingent upon completion of a pre-employment security investigation. Favorable results on a Background Investigation may be a condition of employment or selection to another position.
• DRUG TESTING: This position may be subjected to drug testing requirements.
• PERMANENT CHANGE OF STATION (PCS): Moving/Relocation expenses are not authorized.
• DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing.
• This position is in the collective bargaining unit {, NTEU Chapter 293}.
• This position is eligible to request telework in accordance with the SEC 's telework policy.
• Existing Participants in the SEC’s Remote Telework Program are eligible to apply for this position. If selected, management will evaluate and communicate whether the position will allow for continued participation in Remote Telework.

Qualifications

All qualification requirements must be met by the closing date of this announcement. Time-in-grade for this announcement is one year at the GS/SK-13 level. Qualifying experience may be obtained in the private or public sector. 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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. BASIC REQUIREMENT: Possess IT related experience at the GS/SK-13 level demonstrating each of the four competencies: 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. MINIMUM QUALIFICATION REQUIREMENT: In addition to meeting the basic requirement, applicants must also meet the minimum qualification requirement. SK-14: Applicant must have at least one year of specialized experience equivalent to the GS/SK-13 level: 1) Executing IT related project efforts, 2) Organizing stakeholder engagements across organizational lines; and 3) Implementing standardized measures and metrics to deliver an operations program.

Contacts

• Address Office of Information Technology 100 F Street NE Washington, DC 20549 US
• Name: ask HR
• Email: [email protected]