This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO), Enterprise Infrastructure and Engineering Division (EIED). The incumbent of this position serves as an IT Specialist (Customer Support) responsible for advising on the application of Customer Support Services for OJP's Enterprise IT solutions and services.

Duties

Act as a key authority on agency's IT Customer Support Services, applying expert judgment and creativity to promote the advantages of business-driven quality improvements and process enhancements. Lead the creation and development of a Customer Support Services Center of Excellence (CoE) that effectively addresses stakeholder concerns, fosters high levels of engagement, and ensures a thoughtful and inclusive approach to changes in business processes, systems, technologies, job roles, and organizational structures. Release bulletins or alerts to notify customers of issues and provide guidance on required actions. Develop and update customer service policies and procedures to ensure effective responses to similar incidents in the future. Implement adjustments in response to evolving customer needs and requirements. Resolve issues related to service delivery and maintains awareness of changes in customer mission priorities through ongoing communication with customer management. Represent customer service needs throughout the systems development lifecycle, from translating functional requirements to systems testing, ensuring customer requirements are fully addressed. Conduct surveys or interviews to gather insights directly from users of agency's IT services, ensuring that customer needs are being met and continuously improving support quality. Lead incident management efforts for critical IT service disruptions, ensuring timely escalation to senior technical teams or external vendors. Act as the point of contact for high-priority or urgent issues, coordinating cross-functional teams to resolve complex technical problems impacting customer services. Create communication plans for major service disruptions, system maintenance windows, or service upgrades, ensuring that customers are notified in advance and understand any potential impacts. Evaluate and develop Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to document and implement IT customer service requirements. Monitor vendor performance and escalates issues if vendor-provided services do not meet agreed-upon standards or timelines, working to resolve disputes or delays effectively. Define and track key performance indicators (KPIs) related to customer support services, such as response time, resolution time, and customer satisfaction scores. Gather relevant information from diverse and often hard-to-reach sources and makes authoritative recommendations for project or program updates to prevent similar issues from occurring in the future. Research emerging technologies and trends in IT customer support, such as artificial intelligence (AI), automation tools, machine learning (ML), and self-service platforms. Conduct trend analysis to forecast potential increases in service demand, enabling proactive measures such as scaling resources or identifying training needs for customer support teams.

Requirements

• U.S. Citizenship required.
• Subject to background/suitability investigation/determination.
• Federal payments are required to be made by Direct Deposit.
• Requires registration for the Selective Service. Visit www.sss.gov.
• Pre-employment drug testing required.
• 1-year probationary period may be required.
• Security Requirements: Non-Sensitive/Moderate Risk

Qualifications

Basic Entry Requirements: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must 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. Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-12 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: Working with daily operations and performance monitoring of an enterprise information technology (IT) service desk supporting internal and external end users. Implementing industry best practices and technologies for incident management, request fulfillment, problem management, knowledge management, self-service, and continuous improvements. Experience working an IT Service Desk support center, and walk-in locations where customers receive in person quality IT support. Proficiency managing and delivering enterprise-class customer support services, customer experience, and service level management. Experience in coordination of improving processes between IT Support Services and customers. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Information Technology Performance Assessment Customer Service Communication Problem Solving Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.

Education

There is no education requirement for this position.

Contacts

• Address Office of the Chief Information Officer DO NOT MAIL Washington, DC 20531 US
• Name: Amanda Elder
• Phone: 202-598-0698
• Email: [email protected]