Duties

If you are selected, you will perform multiple, varying and complex assignments under the limited direction of the Service Assurance Branch Manager or more experienced technical specialist. Work usually includes strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.

You will apply an extensive knowledge of BMC Remedy IT Service Management (ITSM) System and the use of Remedy Smart Reporting, Tableau, and other administrative tools, policies and procedures, with a detailed understanding of the objectives of the organizational unit.

Will serve as contributing specialist for quality assurance and data analysis under the Incident and Problem Management programs for AIT. This requires detailed knowledge generating and gathering data from primary and secondary data sources to include BMC ITSM or any other IT Service Management System (ITSM). The incumbent applies experience and technical knowledge to solve complex problems and identifying processes improvements involving the helpdesk. S/he serves as a key technical point of contact internally to the FAA for data reporting and metrics and to communicate trends throughout various levels of the organization. Incumbent provides status reports to management outlining Service Level and Core Service Metrics (SLA) performance for the entire AIT organization. You will apply a comprehensive knowledge of the technical aspects of the work directed, other administrative policies and procedures, and an understanding of the organizational objectives, while working in a virtual team environment. S/he will use effective time management; ensure that all assigned projects, tasks and data calls assigned are completed on-time under your assigned helpdesk services group.

Requirements

Conditions of Employment

• Review the Additional Information Section of this vacancy announcement for important information regarding your COVID vaccine status.
• US Citizenship is required.
• Selective Service Registration is required for males born after 12/31/1959.

Qualifications

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

https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/

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 may include but not limited to: Experience utilizing an IT Service Management System (ITSM) to generate detailed reports, perform data analysis, identify trends, enforce quality management, and communicate findings to various levels of the organization

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-22-AIF120-79176.

You may also be considered for this vacancy based on eligibility under the 30% or More Disabled Veteran Program, Veterans' Recruitment Appointment, and Persons with Disabilities/Persons with Targeted Disabilities. To be considered for one of these special hiring authorities, you must identify your eligibility in your questionnaire in the Applicant-Preferred Conditions of Employment section. In addition, you must submit documentation that provides evidence of eligibility as indicated in the "How to Apply" section of the announcement.

This announcement may close prior to the listed closing date of 07/7/2022. Once a sufficient applicant pool has been reached to meet the needs of the FAA, applications will no longer be accepted and the announcement will close.

Preview Job Questionnaire
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/working_here/financial_disclosure_requirements

The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.

If selected, you will be required to provide information regarding your COVID-19 vaccination status for the purposes of implementing workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements may be further evaluated on the Knowledge, Skills and Abilities (KSA listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or priority grouping and referred to the selecting official for consideration.

This is a bargaining unit position. This position is represented by NATCA: Multi-Unit.

Links to Important Information: Locality Pay , COLA