Information Technology Specialist

Greenbelt, MD, United States

Summary In support of Network and Telecommunications Services (NaTS) mission and vision, you will be responsible for overseeing strategic communication & ensuring the successful delivery of services. You will play a key role in planning & implementing forums, focus groups, awards program, client relationship management, interfacing with OCIO, employee orientation, leading the Customer Assistance and Relationship Enhancement team, coordinating service delivery efforts, and driving customer satisfaction. Responsibilities Collaborates with Network and Telecommunications Services (NaTS) Offices to ensure needs/requirements are well defined, captured and managed. Maintains and executes a program for measuring/increasing customer satisfaction and responding to issues. Serves as the Coordinator of the Customer Assistance and Relationship Enhancement (CARE) team and devises leadership and management approaches to carry out its activities, including providing oversight of the work of its subcommittees. Acts as a customer advocate within the organization, representing the voice of the customer in service development and marketing campaigns. Solicits feedback from customers through surveys, interviews, etc. to improve services and processes. Consults with other experts in other specialty areas to develop integrated action plans. Issues technical bulletins to inform customers of service offerings, changes, and service problems, including instructions for necessary actions. Evaluates client information systems needs to define clients' requirements and deliverables. Integrates configuration management, IT architecture, infrastructure design, and systems integration aspects into all clients communications plans. Serves as a liaison between the NaTS Service line and the OCIO Customer Engagement Office (CEO) and manages all aspects of our customer service program in partnership with CEO and the OCIO Communications Framework Team. Prepares and conducts Quarterly Service Line Reviews and serves as the primary point of contact for client communication, ensuring timely and clear communication regarding service offerings, updates, and changes. Tracks Key Performance Indicators related to service delivery and client satisfaction. Analyzes performance data to identify trends and improvement opportunities. Generates reports on service delivery performance and client satisfaction metrics. 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 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 for GS-13, you must have one year of directly related specialized experience equivalent to the GS-12 level: Providing guidance in the planning or implementation of customer service team strategies and executing plans to ensure contribution to agency or office vision, mission, and goals; Supporting the end-to-end delivery of services to clients, ensuring adherence to service level agreements (SLAs) and quality standards, and coordinating with internal teams to allocate resources, prioritize tasks, and resolve issues impacting service delivery; Collaborating effectively with internal teams to achieve customer service excellence goals, and to implement processes that improve operational consistency. AND IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies listed below: 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. 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 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.