Information Technology Specialist

Serves as Workplace and Collaborations Services (WCS) Operations Manager responsible for the oversight and supporting of all WCS operations that are critical to the success of the NASA mission. You will be responsible for supporting mission freezes and launches, OS upgrades, system patches, vulnerability mitigations, Security Operations Center Mitigation Action Requirement and Executive Order compliance, Conference Rooms, Enterprise Access Management, and ICAM.

This job is open to

• Internal to an agency
  Current federal employees of this agency.

Clarification from the agency

Current NASA federal employees serving on a career, career-conditional, Schedule A for individuals with disabilities, or NASA term appointment that provides eligibility to convert to a permanent appointment.

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Duties

• Ensure Workplace and Collaborations Services (WCS) operations run efficiently and effectively by overseeing and improving operational systems, processes, and infrastructure as well as leading and managing teams and projects across the Service Line.
• Support WCS operations that are critical to Agency mission success, such as mission freezes/launches, OS upgrades, system patches, vulnerability mitigations, Security Operations Center Mitigation Action Requirement and E.O. compliance, etc.
• Provide overall operational oversight for WCS operations and ensure that service degradation and unplanned outages within each of the different Service Elements are reported.
• Ensure consistency, improve and standardize processes, improve efficiency, productivity and effectiveness, and allow the organization to operate as one Service Line.
• Oversee investigations related to operational issues that span across different organizations and contracts to ensure that the issues are identified, worked by the responsible organization(s) and get resolved in a timely manner.
• Anticipate and solve operational and tactical risks and challenges before they negatively impact the WCS services and our customers.
• Implement IT Service Management (ITSM) processes, such as Change Management, Incident Management and/or Problem Management to ensure operational changes are made accordingly.
• Foster a culture of engagement, diversity, inclusiveness, excellence and innovation. Champion NASA’s commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes a commitment to safety, integrity, and teamwork.

Requirements

Conditions of Employment

• Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
• Financial Disclosure, Drug Testing, Bargaining Unit and/or the Travel Requirements for this position may differ and be required based on the duty location/Directorate/Division/Branch requirements.
• Position subject to pre-employment background investigation or higher level clearance. Investigation/Clearance may differ and be required based on the duties/location-Directorate/Division/Branch requirements.

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work.

To qualify at the GS-15 level, you must have one year of directly related specialized experience equivalent to the GS-14 level:

• Implementing IT Service Management (ITSM) processes, specifically Change Management, Incident Management and/or Problem Management;
• Supporting mission freeze activities to ensure that the correct freeze posture is in place during mission launch and return;
• Working with Cybersecurity to ensure that operational changes being made to the production environment do not deviate from security baselines and adhere to Change Management processes.

AND

IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies listed below:

1. Attention to Detail – Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job.

NASA prohibits the use of artificial intelligence (AI) or AI-assisted tool in drafting application and assessment responses. Please visit https://www.nasa.gov/careers/how-to-apply/#Artificial-Intelligence to review NASA’s guidance on the use of AI tools during the application process.

Education

This job does not have an education qualification requirement.

Additional information

Additional selections may be made for similar positions across NASA within the local commuting area(s) of the location(s) identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) within NASA. CTAP/ICTAP will be cleared for any additional selection from this announcement.

If you are a current federal employee, you must meet applicable time-in-grade requirements to be considered eligible for this position. To be eligible, you must have completed a minimum of 52 weeks in a position no more than 1 grade lower than the advertised position. (Please submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. If your eligibility for both merit promotion and/or time-in-grade cannot be determined, your application will be rated ineligible.)

Note: Time-in-grade requirements also apply to applicants who have held a non-temporary, competitive service GS position in the past year.

If you have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP), you must:

– Indicate your eligibility when applying for a position. The questionnaire asks you to identify your ICTAP/CTAP eligibility.

– Be well qualified for this position to receive consideration. Candidates rated in the ‘Best Qualified’ category are considered well-qualified. Please see ‘How You Will Be Evaluated’ for more information.

– Submit proof that you meet the requirements for CTAP/ICTAP as indicated in ‘Required Documents’

For additional information about CTAP/ICTAP eligibility, click here – https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/#ictap.

Qualified NASA term employees who have term conversion eligibility (Term Appointments | NASA) under the NASA Flexibility Act of 2004 will be referred and considered equally with other NASA permanent employees under internal competitive placement procedures.

Depending on position assignment, position may or may not be in a bargaining unit. To learn more about bargaining units at NASA please click here NASA Unions (Bargaining Units) | NASA.

• Benefits
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  Review our benefits
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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 for this position based on how well you meet the qualifications and eligibility requirements listed in this vacancy announcement. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

You will be assessed on the following competencies:

• Information Systems Security
• IT System and Requirements Analysis
• IT Service Management and Delivery Operations
• Hardware Engineering
• Systems Testing and Evaluation
• Customer Service
• Problem Solving
• Teamwork
• Attention to Detail
• Oral Communication
• Decision Making

NASA considers paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; 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.

Under NASA’s quality grouping process, applicants will be assessed on the position competencies and placed in one of three groups identified and defined below:

• Best Qualified Group – Applicants who demonstrate a superior level of all evaluation criteria.
• Highly Qualified Group – Applicants who demonstrate a satisfactory level of the evaluation criteria.
• Qualified Group – Applicants who demonstrate the basic qualifications, with general knowledge, skills, and abilities.

Candidates eligible for ICTAP/CTAP, reemployment priority or priority consideration will be referred before other candidates, as necessary. If no such candidates apply or are eligible to be referred, the following candidates will be sent to the hiring official for employment consideration:

• Best Qualified merit promotion candidates. Highly Qualified merit promotion candidates may also be referred, if additional candidates are needed.
• Qualified candidates eligible for consideration under Schedule A or VRA in accordance with veterans’ preference rules, as applicable.
• Qualified candidates that are eligible for special hiring authorities or non-competitive hiring authorities.

NASA will not ask you to disclose criminal history record information during the application process or before we make a conditional/tentative offer of employment. If you apply for this position and are selected, NASA will conduct a suitability/security background investigation after you accept a tentative job offer. If you feel you are asked to disclose your criminal history before you accept a tentative offer and wish to file a complaint within 30 days, please contact: Agency-FCCJ[redacted]

• Benefits
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  Review our benefits
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have – whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies.
  A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume. Your resume should describe your specialized experience and support your answers to the vacancy announcement questionnaire. If you are using a Curriculum Vitae (CV) as a resume, it must meet all requirements listed above for a complete resume package. Please note: if any of the following types of information are included on your resume, your application package will be disqualified:
  • Classified or government sensitive information.
  • Social Security Number (SSN)
  • Photos of yourself
  • Personal information, such as age, gender, religious affiliation, etc.
  • Encrypted and digitally signed documents

  If your resume contains any of the above information, you must redact that information prior to the submission of your application.
  The following documents are required:

  • Resume
  • SF-50/ Notification of Personnel Action

  There may be other supporting documents (Notification of Personnel Action SF-50, licenses, certification, veterans preference, transcripts, etc.), depending on your answers to the questionnaire and job announcement description, that you may have to submit, please verify your application. Do not submit an OF-306 with your applicat