DTIC seeks a Customer Support Lead who will champion the equities of the S&T user community. You will lead a team of customer support advocates, oversee daily operations and monitor performance, and leverage metrics and user feedback to recommend improvements to drive customer satisfaction. You will work with experts across the Center and community to resolve issues, identify and remove obstacles, and advocate for customer needs to maximize the value of the DoD's only S&T repository.

Duties

Responsible for the development, management, and modification of all DTIC network registration programs. Provides technical advice, guidance, and direction to the Team regarding the plans and procedures used to manage the DoD Registration Programs, as well as the governing laws, regulations, security, and user environment. Collects data to analyze user requirements and identify user problems concerning database and IT network systems registration and access to and use of DTIC products and services. Carries out ongoing studies, analyses and evaluation of user requirements and user problems concerning network systems and IT services in order to improve access . Serves as primary point of contact for the DoD community, federal agencies and their contractors, as well as DTIC staff for coordination of database and IT network systems registration and subsequent access to DTIC products and services.

Requirements

• Must be a U.S. Citizen.
• Background Investigation required.
• New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.

Qualifications

Time in Grade: For entry at the GS-11 level, status applicants must have served 52 weeks as a GS-09 or higher grade in the Federal Service. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-09 within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized Experience is defined as: --Experience problem-solving customer issues and challenges -Experience using online databases and collaborative tools as well as the processes for gaining access to these tools and the restrictions on their use. -Experience using identity and access management tools. -Experience in categorizing customers based on their roles and applying appropriate restrictions to these roles. -Experience advocating on behalf of customer needs and working with the proper program manager for resolution. In addition to meeting the specialized experience requirements, qualified applicants must also possess the quality of experience as it relates to how closely or to what extent an applicant's background, recency of experience, education, and training are relevant to the duties and responsibilities of the announced position. Candidates must clearly demonstrate the possession of knowledge, skills and abilities, or competencies necessary to successfully perform the work of the position at the appropriate level to be qualified for the position. Applicants must describe how their experience meets the competencies within the body of the resume. No separate statements addressing KSA's or competencies are required. Volunteer Experience: 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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Qualification and time-in-grade requirements must be met within 30 days after the closing date of this announcement.

Education

GS-11 Substitution of Education for Experience: Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree may be substituted to meet the qualifying experience requirement. If you are using education to substitute for the qualifying experience, you must submit transcripts at the time you apply.

Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements.

If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply.

PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study

To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education .

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by the National Association of Credential Evaluation Services at the time of application. National Association of Credential Evaluation Services .

Contacts

• Address DEFENSE TECHNICAL INFORMATION CENTER Apply Online Indianapolis, IN 46249 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil