This job has expired

Senior Advisor, Customer and Business Solutions

District of Columbia, D.C
Closing date
Oct 7, 2023

*Note: This is a Senior Level position (SL). Most senior level employees are in non-executive positions whose duties are broad and complex enough to be classified above GS-15. The position duties are primarily leading teams and projects, and do not meet the SES functional criteria. The incumbent may be eligible for a recruitment incentive depending on experience and qualifications.

The Senior Advisor for Customer and Business Solutions (SL) is under the Service Delivery Staff (SDS), within the Justice Management Division (JMD) - Office of the Chief Information Officer (OCIO) in Washington, D.C.

Primary responsibilities include but are not limited to:

-The incumbent is responsible for providing leadership and expertise in IT operations, customer service and response, service desk management and solutions, account management, inventory and property management, and executive desk-side services for DOJ.

-Researching alternative new services or major changes to existing services; Proposing connectivity requirements for supporting hybrid cloud instances streamlining access between cloud and on-premise data stores, as well as connectivity between clouds. Ensuring technical solutions fully support and integrate with DOJ's zero trust architecture and follow best practices.

-Providing subject matter expertise regarding current and emerging IT solution capabilities, functionality, architectural planning considerations, feasibility constraints, integration requirements, and interoperability parameters to both internal operations and delivery teams, as well as external partners across DOJ. Ensuring solutions align with DOJ strategic imperatives and deliver business value to the mission.
-Proposing technical solutions for leveraging an increased use of automation to improve and normalize service desk operations in the areas of customer relationship management; Effecting call system enhancements; account provisioning/deprovisioning; customer interactions across multiple platforms; and incident, problem, change process integration. The incumbent works closely with SDS stakeholders to coordinate technical implementations with service delivery groups.

-Leveraging modern platforms and process improvement to address inventory and property management requirements proposing solutions to reduce accountability variances and improve equipment tracking throughout the lifecycle.

-Serving as the primary DOJ OCIO advisor on enterprise IT operations, customer service and response, service desk management and solutions, account management, inventory and property management, and executive desk-side services, as well as other emerging technologies that have a direct impact on improving the delivery of critical mission capabilities at the enterprise level.

-Developing, planning, coordinating, and implementing technology architecture, service architecture, service catalogue and policy in SDS-specific areas. These areas include items such as: customer service and response, service desk management and solutions, account management, and inventory and property management. This is accomplished by working in conjunction with the CBS Deputy Director, SDS Director, and DOJ component CIOs.

-The incumbent remains abreast of emerging technologies related to the DOJ mission support function. The Senior Advisor for Customer and Business Solutions offers recommendations to leadership of direction, alternatives, and new ideas for supporting the law enforcement, litigating, national security, and incarceration missions.

-Providing perspective and guidance, as needed, for ensuring ISO compliance and certification. The incumbent reviews and approves recommended changes and associated policies and procedures to ensure consistency with industry standards (e.g., ISO, ITILV4, AS9100 and the full range of Dev/Sec/Ops methodologies) and the continuous improvement of process capability. The incumbent proposes technical solutions to enhance the alignment between ISO and ITIL metrics and feedback mechanisms to drive improved service delivery for all SDS services.

-Establishing and maintaining close and cooperative working relationships with Department management officials, other government agencies, and other institutions with related interests, to advance the programs and objectives of the Department. The Senior Advisor regularly liaises with SES leaders within JMD and across the DOJ to include JMD senior management and component CIOs and DCIOs. The incumbent actively engages business leaders at the C-Suite level in forging public/private partnerships and in leveraging industry best practices to better support operations.


Conditions of Employment

Conditions of Employment:
  • You must be a United States Citizen or National.
  • You will be required to complete a pre-employment security investigation and background check for the security level designated for this position.
  • You will be required to undergo a drug screening and obtain favorable results prior to being appointed.
  • Selective Service registration is required for males born on, or after, December 31st, 1959. Those not registered should have an approved exemption on file.
  • Financial Disclosure: If selected, you may be required to disclose financial information in accordance with DOJ and Federal ethics guidelines.
  • You may be required to complete a one-year probationary period or two-year trial period.
  • You must meet all eligibility requirements by the closing date of this announcement and continue to meet these requirements throughout the hiring process. Offers can be rescinded if requirements are not met.
  • Note regarding COVID-19: To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.


    To qualify for the position of Senior Advisor, Customer and Business Solutions, you must meet the mandatory technical qualifications (MTQ) listed below. Your responses to the MTQs should be addressed separately (separate document), not to exceed two (2) pages per MTQ.

    MTQ 1: Demonstrated technical knowledge of and experience with key aspects and issues of centralized, distributed, and cloud-based business systems, cybersecurity systems and regulations, agile and dev-ops software engineering patterns, network performance and uptime, data center service optimization, and zero trust architecture.

    MTQ 2: Demonstrated ability to manage, lead, and maintain customer engagement and consensus across large, complex multi-component IT programs that may include multiple component organizations. Should include demonstrated experience and expert knowledge of enterprise-wide IT operations, lifecycle management, customer care, risk management, and compliance.

    MTQ 3: Demonstrated experience managing large and small public speaking events and implementing an organization's social media strategy to support and advance an organization's mission. Well qualified candidates should have extensive experience in public speaking, publishing online articles and thought-leadership pieces, and creating marketing materials.

    If you are a current or former government employee on a permanent appointment in the competitive service, you will need to submit an applicable SF50 (please refer to the "required documents" section for additional information).

    **Only experience obtained by the closing date (10/06/2023) of this announcement will be considered!


    There are no educational requirements for this position for the 2210 series as prescribed by OPM. Highly qualified candidates may possess education/training in contracting, budgeting, finance, and/or computer and informational sciences and management.

    Additional information

    The bullets below outline the various groups of applicants that fall under the term "status candidates". This vacancy is open to applicants from any of the groups listed below: When you apply you'll have the chance to claim an eligibility pathway, be sure you fully read each statement and any links provided to make sure you know which eligibility you qualify for.

    See a full list and learn more at USAJOBS, see: What does Status Candidate mean? or Which Jobs am I Eligible to Apply for?
  • CURRENT AND FORMER FEDERAL EMPLOYEES: For more information, see USAJOBS Federal Employees .
  • VETERANS AND MILITARY SPOUSES: Please see USAJOBS Veterans Preference for more details. SCHEDULE A, PERSONS WITH DISABILITIES: Learn more at USAJOBS - Individuals with Disabilities . General Employment Information :
  • DIVERSITY STATEMENT: As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.
  • REASONABLE ACCOMMODATION: Our policy can be found at:
  • DOJ EEO STATEMENT: The U.S. Department of Justice fosters an inclusive and diverse workforce, find our EEO statement online at:
  • SELECTIVE SERVICE: If you were born male, on or after December 31, 1959, you must certify that you have registered with the Selective Service System or are exempt from having to do so under the Selective Service Law. Additional information is found at: .

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert