IT Specialist (Customer Support)
Department Of Agriculture - Kansas City, MO

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The United States Department of Agriculture overarching mission is to provide leadership on food, agriculture, natural resources, and related issues based on sound public policy, the best available science, and efficient management. With USDA you'll have the flexibility and freedom to explore a world of possibilities through a wealth of exciting and challenging career opportunities. By joining USDA, you can hone your career skills while helping to secure the U.S. future and make a real difference in the lives of Americans and people around the world.

This position is located in the National Information Technology Center (NITC), Infrastructure Operations Division, Information Technology Systems Management Branch (ITSMB), which is responsible for defining, developing, implementing and execution of the ITSM processes and procedures that the NITC utilizes to provide quality IT solutions to its customers. The primary purpose of the position is to lead the development, administration, and execution of the NITC Change Management processes and initiatives, and to manage the NITC Change Management activities.

Relocation expenses will not be paid. This position is also being advertised under merit promotion procedures. Please see announcement IT-2013-0033 for more information.


U.S. Citizenship.

Background Investigation. DUTIES:
Ensures all changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.

Ensures changes to service assets and configuration items are recorded in the configuration items are recorded in the Configuration Management system and overall business risk of changes is optimized for providing the highest levels of service possible for the NITC customers.

Ensures that NITC utilizes the Change Management process to respond to our customer's changing business needs while maximizing value and reducing incidents, disruption and re-work.

Responsible for assessing the impact of business change on IT and analyzing the impact of a service change on business.

Responsible for ensuring the following Change management activities are executed; planning and controlling, change and release scheduling, communications, decision making and change authorization, ensuring remediation plans are in place, measurement and control, management reporting assessing change impact, continual process improvement.

Responsible for promoting an organizational culture of ITSM driven Change Management via; developing and conducting an active awareness campaign; Change Management training & heavy involvement/collaboration with the Service Design, Service Transition and Service Operation teams within the organization.

Responsible for ongoing evaluation, modification & creation of the organizations change authorization policies, rules, procedures and process documentation.

Responsible for working with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including the following specialized experience and/or education, as identified by grade level.

For the GS-12 Level: Applicants must have one year of specialized experience (equivalent to the GS-11 level) that demonstrates: ITIL (IT Infrastructure Library) Foundation certification, at the v2 or v3 levels is required.

ITIL v2 or v3 certifications higher than Foundation are preferred such as v2: 1.Foundation (Required), 2. Practitioner and 3. Manager or v3: 1. Foundation (Required), 2. Intermediate and 3. Expert.

For the GS-13 level: Applicants must have one year of specialized experience (equivalent to the GS-12 level) that demonstrates: ITIL (IT Infrastructure Library) Foundation certification, at the v2 or v3 levels, is required. ITIL v2 or v3 certifications higher than Foundation are preferred such as v2: 1.Foundation (Required), 2. Practitioner and 3. Manager or v3: 1. Foundation (Required), 2. Intermediate and 3. Expert.

(Note: There is no education substitution for this grade level.)

For more information on the qualifications for this position, click here:

There is no substitution of education for experience at this grade level.

You must be a US Citizen or US National;

Males born after December 31, 1959 must be registered or exempt from Selective Service;

Satisfactory completion of a background investigation and/or fingerprint check.

Successful completion of a one year probationary period.

Applications will be evaluated in accordance with Office of Personnel Management’s (OPM) Delegated Examining Procedures using category rating. Qualified applicants will be placed in one of three categories: Best Qualified, Well Qualified, or Qualified. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans. Category placement will be determined based on applicants’ quality of experience and the extent they possess the following knowledge, skills, and abilities (or competencies) :

Knowledge of advanced IT and Change Management principles, concepts, methods, standards, and practices in order to develop and interpret policies, procedures, and strategies governing the planning and delivery of NITC change management processes and programs critical to the quality and timeliness of service to NITC customers.

Knowledge of multiple IT specialties in order to provide expert technical advice, guidance, and recommendations to management and technical specialists on critical IT Change Management issues, apply new developments to complex service delivery issues, and develop Change Management systems that meet or anticipate current and future business requirements and optimize service provided to NITC clients.

Knowledge of the customer support principles, methods, and practices; interrelationships among different IT disciplines; the enterprise IT infrastructure, and project management principles and methods in order to lead NITC Change Management initiatives that have a significant impact on the ability of the organization to support customers and to represent the organization in planning and developing Change Management processes and initiatives.

Knowledge of IT performance measurement tools and techniques in order to define Change Management-related requirements and expectations applicable to the delivery of customer support services.

Ability to lead ITSM process improvement projects/initiatives with three or more resources including full time employees and/or contract personnel including all lifecycle stages including analysis, design, development, testing and implementation.

Selective Placement Factor:
1. Have you obtained ITIL Foundation v2 or v3 certification? Yes/No

If yes, have you implemented and/or maintained ITIL v2 or v3 Change Management process and activities for a small to large IT organization ( >200 personnel)?

2. Have you served as a supervisor, team lead, project lead, or technical lead in the past?

For all positions individuals must have IT-related experience demonstrating each of the four 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.

If after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be adjusted and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.
To preview questions please click here .

The Federal service offers a comprehensive benefits package to its employees. Explore the benefits offered at

Interagency Career Transition Assistance Plan (ICTAP) or Career Transition Assistance Plan (CTAP): For more information on how to apply as an ICTAP eligible see . For information on how to apply as a CTAP eligible see . To be well-qualified and exercise selection priority for this vacancy, displaced Federal employee must meet the basic eligibility requirements and all selective factors, and be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section.

Direct Deposit – Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to a financial institution of your choosing.

E-Verify: Federal law requires agencies to use the E-Verify system to confirm the employment eligibility of all new hires. If you are selected as a newly hired employee, the documentation you present for purposes of completing the Department of Homeland Security (DHS) Form 1-9 on your entry-on-duty date will be verified through the DHS 'E-VERIFY' system. Under the system, the new hire is required to resolve any identified discrepancies as a condition of continued employment.

This announcement may be used to fill multiple vacancies.

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