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The Service Assurance & Performance Branch, APS-420 manages the ITSM Tool Suite, Incident, Knowledge and Problem Management programs; Provides Quality Assurance and Service Level metric analysis, Information Technology Service Management and Remote tools support, and the product catalog used for data categorization; and Provides detailed reporting and analysis of the assigned strategic contracts
Learn more about this agency06/17/2022 to 07/07/2022
$85,294 - $132,230 per year
Locality increase will be determined at time of job offer.
FV J
1 vacancy in the following location:
Yes—as determined by the agency policy.
Occasional travel - The job may require travel from time- to-time, but not on a regular basis. The travel may be for training or other work-related duties.
No
Permanent
Full-time
Excepted
NA
No
No
ACT-AIT-22-APS420-79176
660733700
Current or former competitive service federal employees.
Current excepted service federal employees.
Also open to former permanent excepted service federal employees eligible under an interchange agreement. Current or former permanent federal employees must have met a one year probationary period or trial period in the competitive or excepted service. Applications will also be accepted from preference eligibles and veterans who are honorably discharged from the Armed Forces after completing at least 3 years of continuous active duty service.
If you are selected, you will perform multiple, varying and complex assignments under the limited direction of the Service Assurance Branch Manager or more experienced technical specialist. Work usually includes strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
You will apply an extensive knowledge of BMC Remedy IT Service Management (ITSM) System and the use of Remedy Smart Reporting, Tableau, and other administrative tools, policies and procedures, with a detailed understanding of the objectives of the organizational unit.
Will serve as contributing specialist for quality assurance and data analysis under the Incident and Problem Management programs for AIT. This requires detailed knowledge generating and gathering data from primary and secondary data sources to include BMC ITSM or any other IT Service Management System (ITSM). The incumbent applies experience and technical knowledge to solve complex problems and identifying processes improvements involving the helpdesk. S/he serves as a key technical point of contact internally to the FAA for data reporting and metrics and to communicate trends throughout various levels of the organization. Incumbent provides status reports to management outlining Service Level and Core Service Metrics (SLA) performance for the entire AIT organization. You will apply a comprehensive knowledge of the technical aspects of the work directed, other administrative policies and procedures, and an understanding of the organizational objectives, while working in a virtual team environment. S/he will use effective time management; ensure that all assigned projects, tasks and data calls assigned are completed on-time under your assigned helpdesk services group.
For additional information please view the complete OPM qualification standard for the Group Coverage Qualification Standard for IT Specialist, please visit:
To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-I / FG/GS-13. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.
Specialized experience may include but not limited to: Experience utilizing an IT Service Management System (ITSM) to generate detailed reports, perform data analysis, identify trends, enforce quality management, and communicate findings to various levels of the organization
Applicants should include examples of specialized experience in their work history.
Qualifications must be met by the closing date of this vacancy announcement.
If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. If the selection list is shortened to a best qualified list through a comparative process, then the best qualified list shall be considered to be the selection list.
Selection may be made from this announcement or from ACT-AIT-22-AIF120-79177.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.
The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/working_here/financial_disclosure_requirements
The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.
If selected, you will be required to provide information regarding your COVID-19 vaccination status for the purposes of implementing workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.
In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.
Eligible applicants meeting the minimum qualification requirements may be further evaluated on the Knowledge, Skills and Abilities (KSA listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical order and referred to the selecting official for consideration.
You will be evaluated for this job based on how well you meet the qualifications above.
IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.
Only supplemental documentation, e.g. transcripts or veteran's documentation will be accepted in combination with your online application. These documents must be uploaded or emailed to tara.price@faa.gov on or before the closing date of this announcement. All submitted documents should reference the announcement number.
Applicants claiming eligibility for the Expanded Veterans Hiring Opportunity (EVHO), MUST submit a DD Form 214 reflecting character of service to verify eligibility by the closing date of the announcement as requested by the Human Resource Office. Eligibility for EVHO will be considered based on applicable documentation submitted by the closing date.
If you are a current or former Federal employee (including a current FAA employee), you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.
If you are a current Federal employee and need a current copy of your SF-50, please contact your personnel office. If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/. If you are a former Federal employee, you can obtain a copy of your SF-50 by writing the National Personnel Records Center Annex, 1411 Boulder Boulevard, Valmeyer, IL 62295. Additional information is available from this link: http://www.archives.gov/st-louis/civilian-personnel/.
Expanded Veterans Hiring Opportunity (EVHO) are those veterans who are honorably discharged from the Armed Forces after completing at least three (3) years of continuous active service. Applicants claiming eligibility for EVHO, MUST submit a DD Form 214 reflecting character of service to verify eligibility by the closing date of the announcement as requested by the Human Resource Office. Eligibility for EVHO will be considered based on applicable documentation submitted by the closing date.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
You must apply online to receive consideration. Your application must have a status of "Received" by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must have a status of "Received" each time a referral list is created in order to receive consideration for positions associated with register.
IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC REGARDING YOUR EXPERIENCE OR EDUCATION.
We strongly encourage applicants to utilize the USAJOBS resume builder in the creation of resumes.
Please ensure EACH work history includes ALL of the following information:
Once we receive your complete application, the Human Resources Office will conduct an evaluation of your qualifications. Eligible and qualified candidates will be referred to the hiring manager for consideration. You will be contacted directly if selected for an interview.
For instructions on how to check the status of your application, please go to: USAJOBS Help Guide.
Important - If you make any changes to your application, you must resubmit it. If you make changes to your application and do not resubmit it, your changes will not be considered part of your application package, and only your previously submitted application will be evaluated.
All qualified applicants will be considered regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. DOT provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact listed in the Agency Contact Information section of this announcement or the hiring manager. An employee with a disability must notify the decision-maker of the accommodation request. Job applicants and employees are required to follow up oral requests in writing. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Additional information on reasonable accommodations procedures or on EEO Programs is available on Office of Civil Rights (ACR) or by contacting the local FAA Civil Rights Office.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/660733700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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