IT SPECIALIST (PLCYPLN)

Establishes, implements, and maintains comprehensive IT Service Management (ITSM) plans, processes, and policies aligned with standard frameworks such as ITIL.

Develops and oversees the execution of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and standard operating procedures to meet organizational mission requirements.

Conducts continuous quality assurance evaluations, compliance reviews, and operational audits across enterprise IT services and systems.

Utilizes Business Intelligence (BI) and data modeling tools to analyze service metrics, evaluate performance trends, and generate executive-level reports.

Directs customer relationship and service delivery activities to proactively identify emerging IT requirements and resolve complex service delivery issues.

Leads continuous service improvement initiatives to optimize IT infrastructure reliability, streamline operational workflows, and enhance overall service quality.

Collaborates with cross-functional technical teams, external vendors, and leadership to ensure adherence to enterprise governance standards and strategic IT objectives.

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

See Proof of Eligibility for an extensive list of document requirements for all employment authorities.

Current USACE Employees with Competitive Status Current Civilian Employees of the Organization Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience requirements described below.

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). You will receive credit for all qualifying experience, including volunteer experience.

Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

Specialized Experience GS-13: One year of specialized experience which includes:1) developing and implementing IT service management plans and procedures in an enterprise environment using frameworks such as ITIL; 2) leading the development and deployment of customer-focused IT services and establishing service level agreements (SLAs); 3) monitoring and auditing IT service quality to ensure compliance with organizational policies and business requirements; and 4) performing data analysis and modeling using BI tools to support business decisions and reporting.This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12).

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.

Time in Grade Requirement for GS-13: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-12).