Job Summary

This position is located in an Office of Information and Technology (OIT), Connectivity and Collaboration Services (CCS) Division where the incumbent serves as a IT Analyst with full range of duties in developing, delivering, and supporting IT systems and services for the Unified Communications organization.

Job Description

To qualify for this position, all qualification requirements, listed below, must be met by the closing date of this announcement Applicants must meet all requirements when a request is received to fill a vacancy. You may qualify based on your experience as described below: Basic Requirement Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the five competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. AND Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Specialized experience includes managing, configuring, maintaining, and supporting enterprise could-based contact center and unified communications platforms to ensure reliable daily operations and service delivery. Experience should include administering user accounts, system configurations, call routing, queues, reporting tools, and platform integrations to support operational and business requirements. Additional experience includes troubleshooting and resolving complex technical issues related to voice, messaging, customer engagement, workforce management, and omnichannel communication services by collaborating with internal IT teams, vendors, and business stakeholders. This includes utilizing diagnostic and monitoring tools, managing support tickets and escalations, coordinating with third-party providers, and documenting technical solutions and operational procedures. Applicants should also demonstrate experience supporting customer engagement operations through the administration of contact center technologies, customer interaction workflows, agent support tools, quality management systems, an analytic platform to improve customer capabilities and operational efficiencies. Experience with incident management, change management, system upgrades, testing, deployment support and maintaining service continuity is highly desirable. 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; 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Note: 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. 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. It is the policy of the VA to not deny employment to those who have faced financial hardships or periods of unemployment For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.