IT Specialist (IT Service Management)

Summary

This position is in the ITSM and IT Service Desk group, Office of the Chief Information Officer (OCIO), Office of the Managing Director (OMD), Federal Communications Commission (FCC), located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID. THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.

Duties

Designs, implements, and continuously improves the OCIO's IT service management processes based on ITIL v4 principles. Manages the ITSM platform in coordination with the ITSM ACIO, maintaining platform configuration, workflow automation, SLA rule sets, service catalog integration, and reporting capabilities. Ensures that the platform is configured to capture all required service performance data, enforce SLA commitments, and generate the ticket aging and resolution reports needed by the Business Relationship Management (BRM) team for daily bureau account monitoring and monthly health report preparation. Conducts periodic process audits, evaluates practice performance against defined KPIs, and develops continual improvement roadmaps to advance service management maturity across the enterprise. Develops and maintains the ITSM platform's reporting and analytics capabilities, producing standard and ad hoc reports for the ITSM Lead, BRM team, Portfolio and Investment Management subunit, and OCIO leadership. Manages the incident management process, serving as the senior incident coordinator for major incidents affecting multiple bureaus or mission-critical systems.

Requirements

See "Qualifications".

Qualifications and evaluation

As this position is being advertised under DEU and Merit Promotion hiring procedures, applicants will be rated on the extent and quality of experience and education relevant to the duties of the position using the hiring procedures outlined below. In compliance with the OPM Merit Hiring Plan requirements, please be advised that candidates will not be evaluated, selected or hired based on race, sex, color, religion, or national origin. Optional Four Essay Questions At the time of application, applicants have the option of answering the following four short, free-response essay questions. 1. How has your commitment to the Constitution and the founding principles of the United States inspired you to pursue this role within the Federal government? Provide a concrete example from professional, academic, or personal experience. 2. In this role, how would you use your skills and experience to improve government efficiency and effectiveness? Provide specific examples where you improved processes, reduced costs, or improved outcomes. 3. How would you help advance the President's Executive Orders and policy priorities in this role? Identify one or two relevant Executive Orders or policy initiatives that are significant to you, and explain how you would help implement them if hired. 4. How has a strong work ethic contributed to your professional, academic or personal achievements? Provide one or two specific examples, and explain how those qualities would enable you to serve effectively in this position. Applicants will be required to certify that they are using their own words, and did not use a consultant or AI (such as a large language model [LLM]). The responses to each question cannot exceed 200 words per question. DEU What is the Rule of Many If you ask to be considered under DEU, the FCC adheres to the Rule of Many. The Rule of Many means that more than one applicant can be referred to the hiring manager, not just the top few, nor will candidates be placed into scored qualification categories (i.e. Best Qualified, Fully Qualified, Minimally Qualified). Everyone who meets minimum qualifications and scores 70 or higher may be referred, even if many applicants qualify. There is no fixed limit on how many people can be referred. What This Means for Applicants You do not need to be the highest scorer You must meet the qualification criteria and receive a score of 70 or above Multiple applicants can be considered fairly Selection is based on overall qualifications, not just test scores Veterans preference applies Merit Promotion If you ask to be considered under Merit Promotion, you will be considered in accordance with the agency's merit promotion plan and union agreement. Time in grade restrictions apply. Under Merit Promotion procedures, applicants must meet the qualifications criteria and receive a score of 70 or above in order to be deemed as Best Qualified. Candidates who ask to be considered non-competitively also only have to receive a score of 70. You may preview questions for this vacancy.

Education

If applicable, see "Qualifications".

Benefits

The FCC offers a wide range of employee benefits, including: Health Insurance Life Insurance Dental & Vision Insurance Flexible Spending Accounts Long-Term Care Insurance Holidays and Leave Retirement Thrift Savings Plan Transit Benefit Alternative Work Schedule Telecommuting

How to apply

To apply to this announcement go to the website: https://www.usajobs.gov/Search/Results?a=FC00&k=Federal%20Communications%20Commission Your application, including resume, all supplemental documents, registration information and answers to job specific questions must be received no later than midnight U.S. Eastern time of the closing date. For more information on applying federal jobs, please check this webpage https://help.usajobs.gov/faq/application/process As outlined in the "Required Documents Details" section of the announcement, resumes must meet be no longer than two pages in length and must meet the resume formatting requirements. If applying online poses a hardship, you may contact either the HR Specialist listed on the vacancy announcement or you may contact the Apply Government Solutions help desk (prior to the closing date of the vacancy announcement) via e-mail at fedhirehelp@applygovernment.com or you may reach them directly at 866-656-6831. The Apply Government Sollutions Help Desk is available Monday-Friday 7:00 am to 7:00 pm EST. NOTE: To be considered for an announced vacancy in the area of consideration within which the employee is eligible to compete, the employee must apply online using the Commission's automated recruitment system. Employees must submit all necessary application materials identified in the announcement by the specified closing date. If applying as an ICTAP or CTAP candidate... The Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP) are programs designed to afford selection priority to well-qualified Federal employees who meet the definition of a “surplus” or “displaced” employee. To be eligible for consideration under CTAP you must meet all of the following criteria: 1) Be a current FCC employee who has received an official notice stating that your position is no longer needed, or that you will be separated by reduction in force (RIF); 2) Have a current performance rating of at least "fully successful" or equivalent as substantiated by the submitted/uploaded performance appraisal. This must be submitted with your application package; 3) Occupy a position in the same local commuting area of the vacancy; 4) Apply for a specific vacancy at or below your current grade level with no greater promotion potential than your current position; 5) Meet the application deadline in the announcement; and 6) Be deemed as "qualified" by meeting all of the required qualification criteria. To be eligible for consideration under ICTAP, you must be a displaced Federal employee and have a current duty station within the local commuting area of this vacancy. You must submit a copy of the appropriate documentation such as a RIF separation notice, a letter from OPM or your agency documenting your priority consideration status with your application package. The following categories of candidates are considered displaced Employees: Current or former career or career-conditional (tenure group I or II) competitive service employees who: Received a specific RIF separation notice; or Separated because of a compensable injury, whose compensation has been terminated, and whose former agency certifies that it is unable to place; or Retired with a disability and whose disability annuity has been or is being terminated; or Upon receipt of a RIF separation notice retired on the effective date of the RIF and submits a Standard Form 50 that indicates "Retirement in lieu of RIF", or Retired under the discontinued service retirement option, or Separated because he/she declined a transfer of function or directed reassignment to another commuting area. The additional following types of candidates are considered displaced Employees: Military/National Guard Technician--you were a Military Reserve or National Guard Technician and now receive a special OPM disability retirement annuity. To be eligible for consideration under ICTAP you must: 1) Have a current performance rating of at least "fully successful" or equivalent; 2) Occupy (or have been separated from) a position in the same local commuting area of the vacancy; 3) Apply for a specific vacancy at or below the grade level you are being (or have been) separated from that does not have greater promotion potential than your last position; 4) Meet the application deadline; and 5) Be deemed as "qualified" by meeting all of the required qualification criteria.

Required documents

Your resume must clearly document how you meet the specialized experience in order to meet the minimum qualification requirements for this vacancy. Some positions require supplemental document(s). All required supporting documents MUST be received by midnight U.S. Eastern Time of the closing date of the announcement, as specified in this announcement. If you do not submit a required document (e.g. transcripts, etc.) your application will be considered incomplete and you will not receive further consideration. Additionally, you may not receive the special consideration, e.g. Vet's Preference, for which you may be eligible without the appropriate supporting documentation. Once you apply to this vacancy you will be prompted by the system to upload the documents. If you are unable to upload the required documentation, contact the HR Specialist listed on the vacancy announcement prior to 5:00 p.m. U.S. Eastern Time on the closing date of the announcement. Merit Hiring Plan Resume Requirements In compliance with Executive Order 14170, Reforming the Federal Hiring Process and Restoring Merit to Government Service resumes must not be longer than two pages in length. The resume must address minimum qualifications and other requirements listed in the job announcement. Resumes must include all of the following information outlined below: Contact Information Name and how best to contact you, including email address and phone number. Relevant Work Experience Job Title and Employer (including series and grade for any Federal positions) Start and end dates with month/year (e.g., 05/2019 –08/2022) The number of hours you worked per week Ensure work experience descriptions are aligned with the job announcement and address all required qualifications. Brief descriptions should demonstrate your ability to perform the tasks at the required level as stated in the job announcement. Resumes must be formatted as outlined above. If the two page resume criteria and/or the resume formatting requirement is not met candidates will be rated as ineligible and will not be referred for hiring consideration. The FCC is providing the following applicant resume resources: Applicant Guidance on the Two-Page Resume Limit USAjobs-How to Write a Federal Resume Current or Former Federal Employees ALL CURRENT/FORMER FEDERAL EMPLOYEES AND CURRENT FCC EMPLOYEES MUST provide a legible Personnel Action, SF-50, that verifies your status and highest permanently held grade. If an SF-50 is not submitted, the application will be rated as ineligible. CURRENT FCC EMPLOYEES-To request a copy of your SF-50 please send an email to PersonnelRecordsRequest@fcc.gov ICTAP/CTAP Employees If you are an ICTAP or CTAP eligible employee you must submit (along with your resume): 1. Copy of separation SF-50 documenting ICTAP/CTAP eligibility 2. Copy of your final federal performance appraisal 3. Copy of official Reduction in Force (RIF) notice 4. Copy of any other document which documents your eligibility for CTAP or ICTAP

Additional information

EEO Policy Statement Reasonable Accommodation Policy Statement Veterans Information Legal and Regulatory Guidance Other: - Before hiring, an agency will ask you to complete a Declaration for Federal Employment to determine your suitability for Federal employment and to authorize a background investigation. The agency will also ask you to sign and certify the accuracy of all the information in your application. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be fined or jailed. If you are a male over age 18 who was born after December 31, 1959, you must have registered with the Selective Service System (or have an exemption) to be eligible for a Federal job. - If applicable, you will be required to serve a trial period of one year. - In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial disclosure statement upon assuming the position.