Duties

Summary

The position is in the Technology and Operations Section (TOS), Systems and Services Branch (SSB), Division of Administrative Services (DAS), Office of Information and Resource Management (OIRM). The mission of TOS is to support the plans, goals, activities, and mission of the NSF, by providing to NSF employees information systems and administrative services required for the performance of their jobs, and by facilitating access to the published record of NSF activities and funding.

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Responsibilities

The duties include:

• Performs analyses to define opportunities for new or improved business process solutions
• Consults with customers to identify and specify requirements
• Develops overall functional and systems requirements and specifications; conducts business process reengineering
• Conducts feasibility studies and trade-off analyses
• Prepares business cases for the application of IT solutions, define systems scope and objectives
• Develops cost estimates for new or modified systems, ensure the integration of all systems components
• Diagnoses and resolves problems in response to customer reported incidents
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services
• Diagnoses and resolves problems in response to customer reported incidents, research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements
• Develops and maintains problem tracking and resolution databases, install, configure, troubleshoot, and maintain customer hardware and software, develop and manage customer service performance requirements
• Develops customer support policies, procedures, and standards, provide customer training
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services
• Participates in the planning and delivery of the full range of customer support services to the organization, install, configure, upgrade, and troubleshoot any hardware and software components
• Presents formal and informal training and assistance to customers, report, respond to, and resolve customer requests

Competencies

• Attention to Detail
• Customer Service
• Problem Solving
• Written Communication
• Information Technology Program Management

Travel Required

Not required

Supervisory status
No

Promotion Potential
13

Requirements

Conditions of Employment

• Background investigation.
• Selective Service registration required for male applicants, unless exempt.
• US citizenship.

It is NSF policy that NSF personnel employed at or IPAs detailed to NSF are not permitted to participate in foreign government talent recruitment programs. Failure to comply with this NSF policy could result in disciplinary action up to and including removal from Federal Service or termination of an IPA assignment and referral to the Office of Inspector General. Foreign Talent Definitions

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.

Time in Grade Requirement: 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.

You must meet eligibility and qualification requirements within 30 days of the closing date.

You must answer all job-related questions in the NSF eRecruit questionnaire.

All online applicants must provide a valid email address. If your email address is inaccurate or your mailbox is full or blocked, you may not receive important communication that could affect your consideration for this position.

This position is in the bargaining unit.

Qualifications

To qualify at the GS-13 level you must have at least one year of specialized experience equivalent to the GS-12 level in the Federal service. Examples of specialized experience include: Mastery in applying IT principles and practices sufficient to provide customer support services and technical assistance for IT applications and COTS products; experience developing outreach and training material and standard operating guidance; experience developing and changing functional requirements into IT requirements; Expert knowledge of management principles and processes to perform program management duties and to effectively coordinate and integrate program objectives and recommendations; and strong communication and collaborative skills.

In addition to the specialized experience stated above, applicants must have IT-related experience demonstrating each of the following four competencies:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• 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.
• 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.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

CANDIDATES WHO DO NOT MEET THE MINIMUM QUALIFICATION REQUIREMENTS OR WHO DO NOT SCORE IN THE BEST QUALIFIED GROUP MAY BE CONSIDERED FOR A DETAIL TO THIS POSITION IN LIEU OF A TEMPORARY PROMOTION


Education

Education may enhance skills required for this position; however, no substitution of education for specialized experience may be made at this level.

Additional information

* Applicants must obtain their supervisor's approval to apply for any detail opportunity. * Any candidate selected for a detail will remain at his/her current grade and rate of pay. * This detail/temporary promotion is for a period of (120-days) and may be extended up to (one year) without further competition. * The detail/temporary promotion may be terminated at any time during this period. * Upon conclusion of the detail/temporary promotion, you will be returned to your former office and position/grade.

Relocation Expenses will not be paid.

Interagency Career Transition Assistance Program (ICTAP):
ICTAP and CTAP provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP or CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP or CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. To be well-qualified you must meet the following: OPM qualification requirements for the position, all selective factors, where applicable; special OPM approved qualifying conditions for the position; is physically qualified with reasonable accommodation, where appropriate, to satisfactorily perform the duties of the position upon entry; and receives a rating of at least "Very Good" on the questionnaire. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP or CTAP eligibility, or a copy of your separation personnel action form.
Additional information regarding ICTAP or CTAP eligibility is available from OPM's Career Transition Resources

Veteran's Preference:
If you are entitled to veterans' preference, you should indicate the type of veterans' preference you are claiming on your resume. Your veterans' preference entitlement will be verified by the employing agency. For 5-point veterans' preference, please provide your DD-214 (Certificate of Release or Discharge from Active Duty), official statement of service from your command if you are currently on active duty, or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions. For 10-point veterans' preference, please submit a Standard Form (SF) 15, Application for 10-Point Veteran Preference, DD-214, and the required documentation as specified on the SF-15.

NSF has determined that all of its positions are eligible for telework. Work suitable for telework depends on job duties; therefore, employees must receive approval from their supervisor for telework and have a telework agreement in place. Entering into a telework agreement is voluntary.

For additional information on the NSF eRecruit system, please visit our NSF eRecruit Applicant Guide .

This announcement may be used to fill like positions in other organizations within the National Science Foundation.

The Selected Candidate(s) may be subject to a background investigation.

How You Will Be Evaluated

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

Ratings will be assigned based on your responses to the occupational questionnaire. In some cases, additional assessment processes may be used.

Review your resume and responses carefully. Responses that are not fully supported by the information in your application package may result in adjustments to your score. A Human Resources Representative will validate the qualifications of those candidates eligible to be referred to the selecting official.

Applicants eligible for selection preference under the Interagency Career Transition Assistance Plan (ICTAP) must meet the agency definition of "well qualified." At NSF, this means a score of 90.0 or higher.

In the merit promotion selection process, formal performance appraisals may be considered if voluntarily submitted by the applicant.

To preview questions please click here .

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process

Required Documents

If you are an NSF employee on or eligible for a permanent, competitive service position or you are an NSF employee who is reinstatement eligible based on prior Federal permanent, competitive service, you need not submit documents to confirm status. All applicants are required to provide a resume, in any format they choose. Cover letters are optional.

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.