Summary
The incumbent provides advice and recommendations on sensitive issues related to policies, processes and procedures as they pertain to Connectivity and Collaboration wide monitoring, incident, problem and event management, emergency preparedness and continuity of operations. This position requires demonstrated knowledge of business processes, risk management, emergency preparedness, and incident response.
Duties
Major duties include but not limited to: Oversee the development, implementation, and maintenance of enterprise Knowledge Management policies, standards, and governance supporting core provisioning and broader OIT operations. Manage a geographically dispersed team of knowledge analysts, writers, and subject matter contributors, providing guidance, coaching, and performance oversight. Support business continuity, emergency preparedness, and COOP initiatives by ensuring critical procedures and restoration processes are documented and updated. Direct the creation, review, approval, and publication workflows for knowledge articles across ITIL functions such as Incident, Problem, Event, and Change Management. Develop and implement metrics that evaluate the effectiveness of the Knowledge Management program, including usage, search success, escalation reduction, and resolution-time improvements. Collaborate with IT security, privacy, and compliance teams to ensure all knowledge content meets confidentiality, integrity, and availability requirements. This is a Non-Bargaining Unit Position. This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work role: Cybersecurity Code 802: IT Project manager Directly manages information technology projects to provide a unique service or product. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Work Schedule: Monday - Friday; 8:00am to 4:30pm. Compressed/Flexible: Available at managers discretion. Telework: Ad hoc/Situational as determined by Agency Policy. Virtual: This is not a virtual position. Position Description/PD#: Supervisory IT Specialist (Policy/Planning)/PD18012A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Physical Requirements: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. Working Conditions: The work area is adequately lighted, heated, and ventilated. The environment involves everyday risks that require normal safety precautions.
Requirements
You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
There is no educational substitution at this grade level.
How you will be evaluated
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Accountability Customer Service Decisiveness Flexibility Interpersonal Skills Problem Solving Resilience USA Hire Assessments include 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. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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; religions; 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.