About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25. This position is located at the Joint Base Elmendorf-Richardson, Alaska. Position is responsible for managing resources, developing policies, and conducting technical assessments to identify trends.

Duties

Provides continuing technical oversight for implementation of problem control and incident management programs and activities. Provides oversight for the investigation of major incidents and conducts follow-up analyses to ensure corrective actions are effective in resolving immediate issues and preventing recurrence. Develops and implements reporting to provide ongoing monitoring of operational performance, cost and utilization of resources and analysis of trends. Mentors personnel in the process improvement area. Develops and improves internet technology business processes, leading the development of metrics, as well as on-going analysis and assessment of what is going on within the process. Recommends and assists in designing metrics to track process effectiveness and ongoing process improvement.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• Must be able to obtain and maintain a Secret Security Clearance.
• This position requires the employee to occasionally travel away from the normal duty station up to 5%.
• The employee may be required to work overtime.
• The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays.
• Call back and emergency duty are regular requirements of this position.
• The employee may be required to work shift work if the organization moves to a 24/7 operation.
• The employee must possess a valid motor vehicle driver’s license.
• Employee may be required to use cellular telephone and maintain a working home telephone at all times.
• Position is designated as mission essential. Employee may be required to remain on duty or report for duty during severe weather or other installation closings.
• Information Assurance Workforce Improvement Program position. Employee may be required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD 8570.01-M.
• Position requires lifting of 15 pounds.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience. Applicant must have one year of directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills, and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly related to the work of the position to be filled. Qualifying experience would be demonstrated by developing and implementing policies and procedures for problem management within Information Technology (IT) services to minimize the impact of incidents and optimize resource use; analyzing IT performance metrics to identify trends, assess issues, and provide actionable recommendations for system design or business process improvements; applying proficiency in IT service management and cyberspace operations for IT metrics and process improvement initiatives; and supporting a range of IT initiatives to assist with staff enhancement processes. Qualifying experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) 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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (3) 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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Contacts

• Address KB-W05UAA NETCOM/9th Army Signal Command DO NOT MAIL Fort Wainwright, AK 99703 US
• Name: Army Applicant Help Desk