Clarification from the agency

This announcement is open to current permanent Competitive Service DoD employees, current permanent DoD VRA employees; eligible PPP Applicants, VEOA, ICTAP, and eligible Military Spouse applicants.

• Develops plans with concepts, procedures, and guidance to implement the organization's customer support programs and achieve objectives.
• Reviews programs to enhance support and cost-effectiveness. Supports negotiations, business development, evaluates SLD satisfaction, and monitors IT support programs.
• Helps develop customer interface policies, prepare new work proposals, and create processes to measure customer satisfaction. Resolves support agreement issues and customer problems.
• Assists customers in defining functional requirements and develops proposals to meet them.
• Troubleshoots operational problems, performs cost-benefit analyses, and presents proposals. Helps customers make cost-trade-off decisions.

Conditions of employment

• Must be a U.S. Citizen.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.

Qualifications

Time in Grade:
For entry at the GS-12 level, status applicants must have served 52 weeks as a GS-11 or higher grade in the Federal Service.

Specialized Experience:
For the GS-12, you must have at least one year of specialized experience equivalent in level of difficulty and responsibility to the GS-11 grade level in the Federal service, or comparable in difficulty and responsibility to GS-11 if outside the Federal service.

Specialized experience at the GS-12 grade level is described as experience analyzing financial and workload data, such as, overseeing service financials, including cost estimation and tracking customer usage against service agreements; or managing SharePoint sites and other office systems.

In addition to meeting the specialized experience requirements, qualified applicants must also possess the quality of experience as it relates to how closely or to what extent an applicant's background, recency of experience, education, and training are relevant to the duties and responsibilities of the announced position. Candidates must clearly demonstrate the possession of competencies necessary to successfully perform the work of the position at the appropriate level to be qualified for the position. Applicants must describe how their experience meets the competencies within the body of the resume. No separate statements addressing competencies are required.

Competencies: Accountability, Attention to Detail, Customer Service, Decision Making, Flexibility, Influencing/Negotiating, Integrity/Honesty, Interpersonal Skills, Learning, Reading Comprehension, Reasoning, Self-Management, Stress Tolerance, and Teamwork

Qualification and time-in-grade requirements must be met within 30 days after the closing date of this announcement.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the competencies required for this position. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.

You can preview the Assessment Questionnaire here:https://apply.usastaffing.gov/ViewQuestionnaire/12894620

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Influencing/Negotiating
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Criminal History Inquiries- If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency @ dfas.indianapolis-in.zh.mbx.ssc-cc@mail.mil

FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT.

1. Resume: A two-page maximum resume is required. Applicant guidance on the two page resume requirement may be found at https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ .
2. SF-50 - Current and former federal employees, including those currently working for the agency, must submit their SF-50 reflecting their highest grade held on a permanent basis for at least 52 weeks, tenure, and appointment type. Failure to provide this document may result in disqualification.
3. Veterans Preference Documentation (if applicable): You must submit a copy of your DD Form-214, Certificate of Release or Discharge from Active Duty", showing dates of active duty service, type of discharge and character of service. If you are a current military member in active duty service and do not have a copy of your DD Form-214, you must submit a written documentation (certification) from your branch of service certifying your expected discharged or release from active duty under honorable conditions no later than 120 days after the date the certification is submitted with your application for this position. It should also include your rank, dates of active duty service and what the condition of discharge is thought to be.
4. If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD Form-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the service-connected disability and indicating the percentage of disability.
5. If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference.
6. ICTAP Eligible (if applicable) - A copy of the RIF separation notice and SF50 if available.
7. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. To download the checklist, select "Save" or "Save As" instead of "Open." Save the document to your device then open it as a PDF. Once the form is opened, select "Enable All Features" and the form will populate so that it can be completed. https://www.esd.whs.mil/Directives/forms/dd3000_3499/DD3145-4/
8. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: Must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for preference. Click here to obtain a copy of the checklist.
9. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: Must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the checklist.
10. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the checklist.

Your complete Application Package (containing the above required documents) must be received no later than 11:59 pm Eastern Time on 03/03/2026.
WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) 03/03/2026 on or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information.

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