Program Specialist

Washington, D.C
Oct 27, 2020
Nov 03, 2020
Program Manager
Full Time


As a Program Specialist, you will serve as a two-fold function as Program Specialist and Customer Account Management Specialist.

Location of position: GSA, Federal Acquisition Services (FAS), Professional Services and Human Capital (PSHC), in Washington, DC and/or Auburn, WA

We are currently filling one vacancy, but additional vacancies may be filled as needed.

Learn more about this agency


This position will be in GSA, Federal Acquisition Services (FAS), Professional Services and Human Capital (PSHC). The Office of Professional Services and Human Capital Categories (PSHC) is responsible for the strategic leadership, oversight, and management of FAS's professional services, human capital services, and charge card management programs and contracts. This position will perform the following duties:
  • Develops, implements and manages account plans and opportunities, with documentation entered into SalesForce to support Professional Services category strategic plans and initiatives. Ensures Regional and National category management program measures are met through tracking, problem solving and risk analysis/avoidance of his/her own work and providing support to the Acquisition Services Branch, as well as the CSD network nationwide and national FAS CAMS across the Region. Performs quality assurance and review of statement of work for guidance and support of contracting activities with civilian and military customer agencies. Provides education and guidance as necessary.
  • Employee applies a wide range of qualitative and/or quantitative methods to assess and improve the effectiveness of operations; processes; projects and/or systems; particularly in relation to the management; integrity and accuracy in category management support of Professional Services. Ensures that ongoing FAS business information systems are kept current with documented customer opportunities and activities; develops customer outreach strategies based on analysis of government wide spend on Professional Services; performs scope reviews providing guidance and pulling together teams of expertise required to support customer agency contracting requirements.
  • Represents as the government agent for customer agencies in relationship management for assigned agencies in representing Professional Services. Effectively manages the customer relationship, taking into account the customer level in relation to the business processes and relevant contracting knowledge and regulations. Responsible for managing the relationship with customer agency officials responsible for management of complex contracting requirements of Professional Services.
  • Acts as the government's trusted advisor to the customer in representing FAS products and service offerings and serving as subject matter expert on Professional Services Schedule offerings. Builds customer relationships, loyalty and retention through ongoing interactions; continuous professional contact; proactive solicitations of and response to customer feedback including satisfaction surveys, and anticipation of customer contracting needs.
  • Presents options/solutions to customer based on personal knowledge of customer's current and future requirements, and recommends alternatives to meet customer requirements. Provides responsive and subject matter expert advice and guidance to address questions that arise and ultimately aids in the development of customer performance work statements for Professional Services contracting needs.

Travel Required

Occasional travel - Occasional travel may be required.

Supervisory status

Promotion Potential


Conditions of Employment

  • US Citizenship or National (Residents of American Samoa and Swains Island)
  • Meet all eligibility criteria within 30 days of the closing date
  • Meet time-in-grade within 30 days of the closing date, if applicable
  • Register with Selective Service if you are a male born after 12/31/1959

If selected, you must meet the following conditions:
  • Receive authorization from OPM on any job offer you receive, if you are or were (within the last 5 years) a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.
  • Serve a one year probationary period, if required.
  • Undergo and pass a background investigation (Tier 2 investigation level).
  • Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security's e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.


For each job on your resume, provide:
  • the exact dates you held each job (from month/year to month/year)
  • number of hours per week you worked (if part time).

If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

For a brief video on creating a Federal resume, click here .

The GS-13 salary range starts at $99,941.00per year. If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.

To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service.


Specialized experience is experience analyzing and measuring the effectiveness, efficiency and productivity of administrative or technical programs such as acquisition programs. This experience must include customer relationship management, conducting studies, analyzing findings and making recommendations on substantive programs; identifying or developing metrics to measure success of initiatives, and using quantitative and qualitative data to determine if success has been met.


Additional information

Bargaining Unit Status

Bargaining Unit status: 1217 NFFE, 1260 AFGE

Relocation Not Paid

Relocation-related expenses are not approved and will be your responsibility.

Management Rights

Additional vacancies may be filled from this announcement as needed; through other means; or not at all.

Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area.

The GSA is planning to move its office, located in Auburn, Washington to downtown Tacoma, Washington in the summer of 2021. See " About GSA Region 10 " for more information.

How You Will Be Evaluated

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

You will be evaluated on the questions you answer during the application process, which will measure your overall possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.
  • Mastery knowledge of customer relationship management tools, initiatives and evolving software tools to aid in varied business assessments and customer needs management. Ability to strategically manage customer relationship management documentation and research processes.
  • Expert ability to exercise ingenuity and inventiveness in devising solutions which may include sensitive issues and dealing effectively with a diverse range of contacts and working situations.
  • Expert ability to communicate both orally and in writing, as demonstrated by facilitation, coordination and meeting skills; and the ability to prepare comprehensive recommendations in differing formats to all levels of audiences in both formal and informal settings. Ability to apply judgment and skill in performing extensive coordination for matters involving sensitive issues, special and diverse agency needs, frequently changing requirements or unanticipated changes in requirements.
  • Mastery knowledge of assigned agency mission requirements to understand the goals and intent in contracting approach and use of contracting vehicles available, factoring in specialized needs and unique requirements involved in meeting customer agency goals. In depth knowledge of agency internal system and procedures, as well as foresight necessary to anticipate their business and contracting needs.
  • Mastery knowledge and understanding of customer relationship management and contracting regulations, as a business process and how that is interrelated to the ongoing operational processes of requirements development and solutions development to ensure solutions executed meet GSA and customer business goals and objectives.
  • Mastery technical knowledge of GSA's federal management regulations and practices including knowledge of Federal statutes, regulations and directives that pertain to GSA and customers.

Additional assessments may be used, and, if so, you will be provided with further instructions.

If you are eligible under Interagency Career Transition Assistance Plan or GSA's Career Transition Assistance Plan (ICTAP/CTAP) , you must receive a score of 85 or higher to receive priority.

To preview questions please click here .

Background checks and security clearance

Security clearance

Drug test required

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process

Required Documents

ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.

Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. Such document(s) must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.

If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:

(a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows the dates of your active duty service. If selected, a DD-214 showing your type of discharge (member 4 copy) will be required prior to appointment.
(b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).

If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).

If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.

If you are eligible under an Interchange Agreement: Submit your latest SF-50.

If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.

If you are a current or former Land Management Agency Employee - Submit a and b:

(a) one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.

(b) Copy of your agency's annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).

If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS's People With Disabilities page.

If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority. See USAJOBS's Resource Center for more information.

If you are ICTAP / CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.

If you are a current or former political appointee: Submit your SF-50.

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.

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