• Managing Operational Service Level Agreements with partnering organizations within the Agency that define responsibility and service parameters.

• Managing the customer engagement and communications of deviation of system jobs and processes through completion and out brief, including system degradation, system outage, improperly scheduled automated processes, or incorrectly executed automation processes.

• Managing all Tier 1 and Tier 2 issues and service requests, including user security and vendor set up, according to standard operating procedures for ASO supported systems; and ensuring prompt, accurate, and professional customer service.

• Working with the Portfolio Managers and Branch Chiefs to manage customer engagement; and ensuring that ASO sponsored service desks are meeting business and program needs.

• Reviewing and approving all Knowledge Articles and Help page changes for accuracy, completeness, and quality posted in ServiceNow for user reference.

• Working with business partners, program office, and Training Division to develop training and Job Aids.

• Acting as a liaison and managing multiple and competing engagements with partnering service delivery organizations including the Training Division, the Testing Services Division, and the National Service Desk to define and manage scope, resources requirements, priority, strategic and tactical plans, schedules, issues and risks, processes, Service Level Agreements, and monthly status reporting.

• Managing support contracts, tasks, and calls providing Tier 1 and Tier 2 service support and deliverables; and ensuring that vendors are promptly providing service within agreed criteria using established standard operating procedures.

• Collaborating with Executive and Senior management, internal and external service delivery partners, and vendors to effectively operate and maintain all systems within the ASO boundary meeting Judiciary requirements.

• Communicating with and managing Applications Support Branch staff to support ASO and business partner objectives, including defining performance plans, evaluating performance, defining objectives, managing time and attendance, and conducting reviews.

• All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.

• Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.

• All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.

• New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.

• All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.

• You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.

• If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.

Qualifications

Education

This position does not require education to qualify. However, a bachelor's degree (BA or BS) from a four-year college or university in computer science, business, or a related field is highly desired.

Additional information

• 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.

You will be evaluated for this job based on how well you meet the qualifications above.

We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.
You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.

For this job announcement the following documents and/or information are required:

• Resume - Any written format you choose to describe your job-related qualifications.
• Citizenship - Include country of citizenship on resume.
• Notification of Personnel Action (SF-50) - All applicants outside of the AO must submit a copy of your latest SF-50 to verify current or former Federal employment status.
• Veterans Preference documentation - Certificate of Release or Discharge from Active Duty (DD Form 214), if applicable Application for 10-Point Veteran Preference (SF-15) and an official statement, dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying to the veteran's present receipt of compensation.