Information Technology Specialist (CUSTSPT)

Summary

This vacancy is for an Information Technology Specialist (CUSTSPT) in the Office of the Secretary within the Department of Commerce.

Duties

As an Information Technology Specialist (CUSTSPT), you will perform the following duties: Leads customer-engagement activities, journey mapping sessions, and discovery workshops; Analyzes customer interactions and develops recommendations to improve customer experience; Serves as the primary point of contact during onboarding and transition activities; Develops communications strategies and customer-success plans. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Conducts quantitative and qualitative analysis to identify process improvements; Evaluates customer metrics and service trends; Supports pilots, technology transitions, and organizational change-management activities. Advises management on customer requirements and technology adoption; Coordinates with vendors, contractors, and internal teams; Develops training materials and delivers presentations. This Job Opportunity Announcement may be used to fill other Information Technology Specialist (CUSTSPT) GS-2210-13, FPL 14 positions within the Department of Commerce in the same geographical location or local commuting area with the same qualifications and specialized experience.

Qualifications

Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Occupational-Series Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. To qualify at the GS- 13 level: BASIC REQUIREMENTS: 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 of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. -AND- This position requires one year of specialized experience at the next lower (GS-12 or equivalent pay band) level. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to perform the duties of the position and is typically in or related to the work of the position to be filled. Experience must be Information Technology (IT) related. SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-12 level in the Federal service. Specialized experience is defined as: 1. Leading customer engagement and onboarding or transition initiatives for IT services; 2. Analyzing customer interactions, service metrics, or business processes; AND 3. Managing cross-functional projects and stakeholder communications; and advising management on technology adoption and service delivery improvements

Education

There is no positive education requirement for this position. NOTE: Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation when requested will result in lost consideration.