This serves as public notice for the use of OPM's Direct Hire Authority. Applicants who meet the qualification requirements will be forwarded to the selecting official for consideration. We may select from this announcement or any other source to fill one or more vacancies. This position is located in the Office of the Secretary, Executive Secretariat, ExecTech (S/ES-ET), in the Customer Relationship Management team (CRM) in the Customer Experience Division.    

Duties

Reviews service desk tickets and highlights examples of good tickets, turning them into knowledge articles for the office’s benefit. Liaises between S/ES-ET, its customers, State Department entities, and external agencies. Builds and maintains contacts within customer offices, other State offices or bureaus, and external agencies.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Top Secret security clearance.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/

Qualifications

Applicants must meet all the qualification requirements described below by the closing date of this announcement.  Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Mastery of and skill in applying advanced IT principles, concepts, methods, standards, and practices sufficient to develop and interpret policies, procedures, and strategies. Customer Service - Mastery of and skill in applying customer support principles, methods, and practices; interrelationships among different IT disciplines. Oral Communication - Mastery of and skill in communication methods and techniques; and new customer support technologies sufficient to receive, respond to, and ensure complete resolution of any customer issues. Problem Solving - Mastery of and skill in the enterprise IT infrastructure; problem resolution databases; troubleshooting and data analysis methods.  AND Have at least 1 full year of specialized experience equivalent to the GS-12 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: -Experience serving as the customer advocate including regular meetings with customers, developing, and managing a repository of customer user stories. -Experience training users, either individually or in groups, in the use of new software and, when necessary, providing refresher training. -Experience serving as member of ad hoc committees and study groups both internally and externally. -Experience conceptualizing and managing a diverse range of customer satisfaction campaigns and initiatives. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-13 position.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State US Department of State 2201 C Street NW Attn: S/ES-HR, Suite 7428 Washington, District of Columbia 20520 United States
• Name: Renee Powell
• Phone: 202-647-5635
• Email: [email protected]