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Summary This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO). This position is responsible for identifying and assisting customers with problems encountered to include: grants system application support; loss of service; impact to internal and external customer and customer expectations/needs for resolution; being primary point of contact for problem resolution or direct inquiries. Responsibilities Develop policies and guidelines for customer support services. Represent the customer support office in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system). Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Leads quick-response teams in responding to customer service problems resulting from catastrophic events, such as virus infections or power outages. Issue technical bulletins to inform customers of problems and to instruct them in taking necessary actions. Manage and deliver enterprise-class customer support services, customer experience, and service level management. Plan and coordinate actions with interagency infrastructure protection groups to ensure an integrated response to problems of a potentially more extensive nature. Negotiate with other senior members of the applications development team to ensure applications are customer oriented. Partner with peer management organizations, both internal and external, to ensure swift resolution of service impacting events following strict network management escalation policies and procedures. Use problem-solving skills to develop solutions for various IT-related issues. Conduct research to gain a comprehensive understanding of client agencies' business environments, decision-making processes, budgets and IT strategies. Reviews and approves terms and conditions set forth in acquisition negotiations, contract plans, budgets and changes to the scope of work to be accomplished by a contractor. Plan and develop objectives and milestones for long-range IT projects that involve substantive, mission-oriented programs, such as projects implementing enterprise-level applications and changes to IT infrastructure to meet a modified business processes. Manages IT projects with high complexity or risk, such as agency-wide system integrations that include large-scale enterprise resource planning. Coordination of improving processes between IT Support Services and Business Offices. Manage project resources and monitors resource output to mitigate risks. Develop information systems security plans and procedures; ensures that they are in compliance with federal laws, regulations, policy and standards. Requirements Conditions of Employment 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-13 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: Performing 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 Leading a hybrid Application and IT Service Desk support center, and walk-in locations where customers receive in-person, quality IT support. Developing ServiceNow reports and SQL reports for the purpose of trending and forecasting service desk agent workloads and staffing. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Project Planning and Management Customer Service Oral 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. Additional Information This position may be eligible for telework per agency policy. OJP offers opportunities for flexible work schedules. Recruitment incentives may not be authorized. This vacancy announcement may be used to fill additional vacancies. Please do not indicate current or former position salary in your application or resume. As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service. This position has a duty station of Washington, D.C. The selectee will be required to physically report to the OJP office building at least four (4) days per bi-weekly pay period and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy.