Summary
This position is located in the Department of Technology Services (DTS), Enterprise Operations Center (EOC), Support Services Division (SSD). The Enterprise Operations Center (EOC) supports the AO in fulfilling its missions to courts by providing a customer-focused, central point of contact for internal and external (public) users of the Judiciary's nationally deployed information technology (IT) services while operating and monitoring the Judiciary's national IT infrastructure.
This job is open to
Clarification from the agency
This announcement is open to applicants who live in the San Antonio, TX or Washington, DC locality and/or federal judiciary employees nationwide.
Duties
The primary mission of the Support Services Division (SSD) within the EOC is to ensure enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Customer Integration Branch's (CIB) Enterprise Communications and Coordination Cell (ECCC) represents the linchpin for EOC enterprise situational awareness. The ECCC is chartered with executing centralized coordination of event detection and response actions to operational and cybersecurity events across all service support tiers via enhanced event correlation/validation and tailored communications. ECCC mission requirements dictate the need to evolve the ECCC into a three shift 24/7/365 operation and thus the incumbent will be required to perform shift work. This includes shifts comprised of non-traditional work schedules, which may include weekends and holidays.
The incumbent of this position will serve as team lead and assist the Branch Chief in working with various AO partners and court staff. Duties of the position include, but are not limited to:
- Creating a work environment that promotes high quality customer support services.
- Overseeing team work assignments.
- Maintaining a working knowledge of the National Service Desk (NSD) supported IT services.
- Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management.
- Preparing and analyzing IT service management performance reports.
- Providing accurate and insightful interpretations of report data to ensure the delivery of high-quality support services.
- Analyzing and reporting the following information and trends to the supervisor or senior level management team, individual progress on work assignments and accomplishments, potential risk/issues that could impact services, team member utilization and efficiency status, and individual and/or team training needs.
- Acting on behalf of the supervisor for the following: providing input to employee or contractor performance, recommending/requesting related actions such as assignments, reassignments, peer reviews, and performance appraisals; training new employees on EOC standard operating procedures (SOPs); setting an example for the team by emulating proactive and self-managing behaviors; monitoring staff schedules to ensure operational coverage.
- Creating/updating SOPs and ensuring the team adheres to them.
- Assisting with the development and upkeep of operational level agreements as well as maintaining accountability with AO partners to associated service standards.
- Executing other duties as assigned in support of mission operations in order to serve both as a specialist for a supporting the ECCC mission, while at the same time be able to change to another versatilist role with the same ease to operate as a team lead, event, incident or problem process manager, and/or request or access management analyst/practitioner.
Requirements
Conditions of Employment
CONDITIONS OF EMPLOYMENT
- All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
- Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.
- All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
- New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.
- All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.
- You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.
- If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.
Qualifications
Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.
Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in BOTH of the following:
- IT service desk operations experience; and
- Experience using enterprise IT Service Management tools (i.e., ServiceNow, etc.).
Desired, but not required: Applicants who have experience with judiciary court operations, processes, and procedures are highly desirable.
Education
This position does not require education to qualify.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.
You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.
Required Documents
For this job announcement the following documents and/or information are required:
- Resume - Any written format you choose to describe your job-related qualifications.
- Citizenship - Include country of citizenship on resume.
- Notification of Personnel Action (SF-50) - All applicants outside of the AO must submit a copy of your latest SF-50 to verify current or former Federal employment status.
- Veterans Preference documentation - Certificate of Release or Discharge from Active Duty (DD Form 214), if applicable Application for 10-Point Veteran Preference (SF-15) and an official statement, dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying to the veteran's present receipt of compensation.
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.
How to Apply
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 10/04/2024 to receive consideration.
To begin, click
- Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
- You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
- You will receive an email notification when your application has been received for the announcement.
- To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
- Click the following link to view and print the occupational questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12514415
Next steps
After a review of your complete application is made, you will be notified of your rating and referral to the hiring official if determined qualified. If further evaluation or interviews are required, you will be contacted.
|