IT Specialist (Customer Support)

Federal Aviation Administration •

Washington DC, District of Columbia, United States

Position Type: Contractor

Job Description:

The Business Partnership Management Division provides consultative services and fosters the relationships between IT customers and the IT organization, with the intention of becoming long-term, Strategic Partners with the Business Units in the FAA. It serves as the “front door” to IT providing the primary interaction with the IT customer to understand their needs.

Duties

The person selected for this position will serve as a Business Partnership Manager (BPM) for the Business Partnership Management, Branch B, which supports Aviation Safety (AVS), Office of Airports (ARP), Commercial Space Transportation (AST), Security and Hazardous Materials Safety (ASH), and Human Resource Management (AHR).

The BPM position will focus on complex requests which require coordination through all of IT organizational units and at the executive level. As the BPM, you will build relationships with the customer as well as serve as the customer’s initial technical representative for projects, programs, and other work activities. Knowledge of the digital workplace or the integration of remote work, digitalization, automation, and artificial intelligence (AI) in the day-to-day operations is critical to the position. You will be responsible for understanding the collection of all the digital tools provided by the IT organization that allows FAA employees to meet their mission objectives. You will be the voice of the customer within IT. You will communicate IT initiatives and be familiar with the customer’s business processes and systems.

You will also perform multiple, varying and complex assignments under the minimal direction of a manager. You will provide guidance to lower-level staff on how to solve difficult interactions and issues. You will also define, organize, and assign resources to accomplish organizational objectives and allocate resources to accomplish large work activities within established schedules.

Job Requirements:
Requirements Conditions of Employment

US Citizenship is required.
Selective Service Registration is required for males born after 12/31/1959.
Must submit an SF50 (See Required Documents).

Qualifications

For additional information please view the complete OPM qualification standard for IT Specialist, please visit:

Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov)

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 is: Experience coordinating complex requests for a large IT organization, serving as the customer’s initial point of contact, and communicating IT initiatives to customers and stakeholders to include business processes and systems.

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-25-APS120-93161.

How You Will Be Evaluated

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.

Required Documents

Only supplemental documentation, e.g. transcripts or veteran's documentation will be accepted in combination with your on-line application. These documents must be uploaded or emailed to jennifer.a.lowery@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: https://www.archives.gov/st-louis/opf.

Expanded Veterans Hiring Opportunity (EVHO) are preference eligibles and 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.

If you are relying on your education to meet qualification requirements:

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.

Salary Range: $92,964 - $144,121

Job Ident #: 818396200

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IT Specialist (Customer Support)

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