This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO), Program and Project Management Division (PPMD). OCIO is focused on improving operational efficiencies, cost reduction and avoidance, strengthening OJP's mission capabilities by implementing an enterprise shared service strategy, and by provisioning enterprise processing solutions for OJP's bureaus and offices.

Duties

Serves as the IT Customer Experience project manager, technology expert, consultant, liaison and solution provider in the Office of Justice Programs (OJP) and the Office of the Chief Information Officer (OCIO), Program and Project Management Division (PPMD). Serves as a pivotal figure overseeing the customer experience program along with various IT projects. As the Customer Experience project manager, dedicated to developing and sustaining enduring relationships with essential customers, both within and outside the organization. Serves as a Federal Task Lead by monitoring contractor efforts and progress in meeting project requirements. Communicates with Contracting Officer Representative (COR) regarding progress or lack of progress on the project as it relates to contract requirements. Ensures the OJP customer supporting systems are structured to resolve customer complaints quickly and efficiently. Provides highly specialized technical guidance and solutions to business units relating to current and emerging information technology.

Requirements

• U.S. Citizenship required.
• Subject to background/suitability investigation/determination.
• Federal payments are required to be made by Direct Deposit.
• Requires registration for the Selective Service. Visit www.sss.gov.
• Pre-employment drug testing required.
• 1-year probationary period may be required.
• Confidential Financial Disclosure may be required
• Security Requirements: Non-Sensitive/Moderate Risk

Qualifications

Basic Entry Requirements: 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. Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-13 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: Manages an IT customer experience program leveraging major technology platforms which have high complexity and risk. Analyzes systems, processes/procedures, and/or customer needs to implement program and practices focusing on improved customer experience and human-centered design principles. Identifies and/or resolves programs or issues that affect and impact IT service delivery in order to improve customer experiences. Evaluates and/or recommends human-centered design principles that enhance customer experience and improve user interaction. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Customer Service Organizational Awareness Project Management Oral Communication Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.

Education

There is no education requirement for this position.

Contacts

• Address Office of Justice Programs DO NOT MAIL Washington, DC 20531 US
• Name: Jessica Harman
• Phone: 202-856-8521
• Email: [email protected]