Supv IT Specialist (CustSpt) Job in Sacramento, CA

Vacancy No. BOR-CGB-25-DE-12647428-AM Department Bureau of Reclamation
Salary $114,332.00 to $148,636.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 12/19/2024 Close Date 1/2/2025
Job Link Apply Online Who may apply Public
Locations:
Sacramento, CA


Summary

Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a Supv IT Specialist (CustSpt). You will serve as the deputy to the regional IMT manager and oversee the groups that support mission operations and will maintain delegation of authority as a backup to the IMT manager. You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment.

Duty Location: Sacramento, California

Duties

  • Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future.
  • Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.
  • Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedure, standards and metrics from higher levels within the organization.
  • Plans work to be accomplished by subordinates, sets and adjusts priorities, and prepares schedules for completion of work; assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; evaluates work performance of employees; identifies development and training; finds ways to improve production and increase the quality of the work directed; and develops performance standards.
  • Investment manager for regional IT portfolios (as Senior FAC-P/PM with IT Specialization).

Requirements

Conditions of Employment

You must be a U.S. Citizen or U.S. National.
You must be suitable for federal employment, determined by a background investigation.
You must submit a resume and supporting documentation (see Required Documents).
You must submit eligibility documents for veterans consideration (see Required Documents).
You must meet any minimum education and/or experience requirements (see Qualifications).
You must maintain a valid State Driver's License at all times as the position requires operation of government vehicles on government and public roads. Failure to maintain a valid State Driver's License at all times will result in removal from the position.
You will be required to submit to a urinalysis to screen for illegal drug use prior to appointment as a condition of employment. This position is also subject to random drug testing.

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the education and/or specialized experience requirement - this information must be clearly supported in the resume.

To qualify at the GS-13, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-12 level in federal service having demonstrated experience which defined as experience that demonstrates the accomplishments of information technology (IT) project assignments that required a wide range of knowledge of IT requirements and techniques and providing administrative direction for an IT organization concerned with customer support, software/hardware troubleshooting, hardware/software support, and technical and security assurance.

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.

(2) 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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(3) 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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

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.

You must meet all Eligibility and Qualification requirements, including any selective placement factors if applicable, by 01/02/2025.

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Additional information

You may be required to serve an initial probationary period. Current, permanent Federal employees who are selected from this announcement may be required to serve a probationary period.

You may be required to serve an initial supervisory probation period.

Reclamation has determined that the duties of this position are suitable for telework and you may be allowed to telework with supervisory approval.

If otherwise eligible and qualified, you may be offered a recruitment incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information, visit: Recruitment Incentive.

DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including applicant rights and responsibilities, please visit https://www.e-verify.gov/

This position is designated as a MODERATE RISK Public Trust position. It requires a fully completed and favorably adjudicated Public Trust Suitability Background Investigation (T2S or T2RS or equivalent) that is current (within the last 5 years). This is a condition of employment.

Male applicants born after December 31, 1959 must certify registration with the Selective Service System or that the applicant is exempt from having to do so under the Selective Service Law. Go to: https://www.sss.gov

This is a non-bargaining unit position.

Additional vacancies may be filled using this job announcement.

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.

Category rating and selection procedures will be used to evaluate applications from this announcement. If an applicant meets the basic qualification requirements, his/her on-line responses to the vacancy assessment questionnaire will be used to determine the quality and extent of his/her experience, education, training, etc., for placement in one of the following categories: 1) Best Qualified, 2) Well Qualified, and 3) Qualified. Qualified candidates will be assigned a numerical score on a scale of 70-100. The Category Rating Process does not add veterans' preference points or apply the "rule of three" but protects the rights of Veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher). The assessment questionnaire will take approximately 30 minutes to complete.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide to the application questionnaire, and the result of the additional assessments required for this position. You will be assessed on the following Competencies (knowledge, skills, abilities, and other characteristics):

  • Customer Service
  • Leadership
  • Technical Competence
  • Writing


In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires successful completion of additional assessment(s), including a SME Panel Resume Review. These assessments measure the critical competencies listed above that are required to successfully perform the job.

The application questionnaire can be previewed here: https://apply.usastaffing.gov/ViewQuestionnaire/12647428

Your answers will be verified against information provided in your resume. Your resume must clearly support the responses to all the questions by addressing experience, education, and/or training relevant to this position. You must make a fair and accurate assessment of your qualifications. If a determination is made that you have rated yourself higher than what is apparent in the description of your experience, competencies, skills, and/or education/training (or that your resume/application is incomplete), you could be rated ineligible or your score could be lowered.

For evaluating the quality of candidates for referral to the selecting official, a three-phased process will be used.

Phase 1: Applicant resumes will be reviewed by Human Resources to ensure they meet the basic qualification requirements (see definition of specialized experience). If applicants meet basic qualifications, they will continue on to the second phase and will be given an interim score based on the applicant assessment questionnaire, which will take the applicant approximately 30 minutes to complete when initially applying. With information received from the applicant assessment questionnaire in the first phase, applicant's will be evaluated on the following Competencies: Customer Service, Leadership, Technical Competence, and Writing

Required Documents

Phase 2: Candidates who pass the first phase will be have their resumes reviewed by a Subject Matter Expert(s) (SME) against the competencies listed above, the SME will review and score the resumes.

Phase 3: Candidates will be given a final score which combines the scores from the first and second phases and placed in one of the following categories: 1) Best Qualified, 2) Well Qualified, and 3) Qualified. The Category Rating Process does not add veterans' preference points or apply the "rule of three" but protects the rights of Veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).

Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies with the same occupational series, grade, full performance level and in the same geographic location(s). Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration. You may choose to opt in of having your information shared with other agencies when applying for this position. If an agency requests a copy of a certificate you are on, you will be notified.

Please submit the supporting documents outlined below applicable to your claimed eligibility status and the position and grade to which you are applying. Failing to submit required documents will result in non-consideration due to an incomplete application package.

RESUME: You must submit a resume that demonstrates how skills and experiences through job duties meet the qualifications and requirements listed in the job announcement to be considered for the job. Each job experience must include dates of employment including start and end dates (month and year), work schedule (full-time or part-time), and hours worked per week. For more information, click here.

VETERANS: If you are entitled to veterans' preference, you must submit a copy of your latest Certificate of Release or Discharge from Active Duty, DD-214 (copy indicating character of service) or other proof of your service which includes character of service. If claiming disability preference, you must also submit the disability letter from the Department of Veterans Affairs or Armed Service and the Application for 10-Point Veteran Preference, Standard Form 15. For more information, click here.

CAREER TRANSITION PROGRAMS: Permanent Federal employees who are surplus, displaced, or involuntarily separated. You must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, you must be well-qualified (i.e., meet the minimum qualification requirements, including selective factors, education and experience requirements) and score at least 85.0 on the assessment questionnaire as established, and be able to perform the duties of the position upon entry. For more information, click here.

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

Applications (resume, assessment questionnaire, and supporting documentation) for this vacancy MUST be received online BEFORE midnight Eastern Time (Washington, DC time) on 01/02/2025. To apply, click the blue APPLY ONLINE button at the top of the page.

Do not submit photographs with the application package. Documents with photographs may not be seen by hiring officials - applicant must remove any images from badges, licenses, etc.

Agency contact information

BOR CA Great Basin Human Resources Office
Phone
916-978-5476
Fax
916-978-5563
Email
mpjobs@usbr.gov
Address
Div of Information Management Services
Bureau of Reclamation
2800 Cottage Way
Sacramento, CA 95825
US
Learn more about this agency

Next steps

Upon successful submission of the application packet, applicants will receive a confirmation email from USAJOBS. If this email confirmation is not received by the applicant, the application has not yet been accepted by the system.

After all application packages have been received, resumes and supporting document(s) will be reviewed to ensure applicants meet the basic qualification requirements. Each applicant who meets the basic qualifications will be further evaluated on the information provided in the resume, application questionnaire, and other assessment criteria identified in the "How You Will Be Evaluated" section above. Best-qualified applicants will be referred to the selecting official. After making a tentative job offer, a suitability and/or security background investigation will be conducted. A final job offer is typically made within 40 days after the deadline for applications. Applicants should monitor their status for positions with the Bureau of Reclamation by regularly checking their public status notifications in the USAJOBS profile.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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