Summary
This vacancy is for an Information Technology Specialist (CUSTSPT) in the Office of the Secretary within the Department of Commerce.
Duties
As an Information Technology Specialist (CUSTSPT), you will perform the following duties: Leads customer-engagement activities, journey mapping sessions, and discovery workshops; Analyzes customer interactions and develops recommendations to improve customer experience; Serves as the primary point of contact during onboarding and transition activities; Develops communications strategies and customer-success plans. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Leads cross-functional initiatives involving customer experience and service delivery; Coordinates project schedules, milestones, risks, and stakeholder communications; Prepares executive briefings, reports, and recommendations. Conducts quantitative and qualitative analysis to identify process improvements; Evaluates customer metrics and service trends; Supports pilots, technology transitions, and organizational change-management activities. Advises management on customer requirements and technology adoption; Coordinates with vendors, contractors, and internal teams; Develops training materials and delivers presentations. This Job Opportunity Announcement may be used to fill other Information Technology Specialist (CUSTSPT) GS-2210-13, FPL 14 positions within the Department of Commerce in the same geographical location or local commuting area with the same qualifications and specialized experience.
Requirements
You must be a U.S. citizen to apply for this position. You must successfully pass a background investigation. This may include a credit check, a review of financial issues, as well as certain criminal offenses and illegal use or possession of drugs. A probationary or trial period may be required. Selective Service: Males born after 12/31/59 must be registered or exempt from Selective Service (see https://www.sss.gov/). If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing. Bargaining Unit Position: NO Confidential Financial Disclosure Report (OGE form 450): NO Permanent Change of Duty Station (PCS) Expense: WILL NOT be paid Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as a VEOA eligible which do not require time-in-grade/band.
Education
There is no positive education requirement for this position. NOTE: Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation when requested will result in lost consideration.
How you will be evaluated
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., two-page resume, supporting documents), the responses you provide on the application questionnaire, the result of the USA Hire assessment and STRUCTURED RESUME REVIEW required for this position. All: "Performance appraisals and/or Incentive award documentation may be submitted and will be forwarded to the selecting official as support in consideration of your application in the evaluation process. To receive due weight, you must submit a recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable (do not submit a performance plan) and/or incentive award documentation (i.e. superior performance awards, special act or achievement awards, quality step increases, etc.)". Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. The assessments will evaluate you on the following general/technical competencies required to perform the job; please do not provide a separate written response: Reading Comprehension, Decision Making, Accountability, Flexibility, Customer Service, Attention to Detail, Reasoning, Influencing/Negotiating, Integrity/Honesty, Teamwork, Self-Management, Stress Tolerance, and Reasoning. The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. To be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. Do NOT include the following types of information in your resume/application. If any are included, you will be deemed INELIGIBLE for consideration. Classified or government sensitive information Social Security Number (SSN) Photos of yourself Personal information, such as age, gender, religious affiliation, etc. To preview the questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13085430