Information Technology Management (CUSTSPT)

About the role

This position is in the Department of State (DoS), Under Secretary for Economic Affairs (E), Office of the Executive Director (EX). The Executive Office provides extensive management, administrative, general services, procurement, financial, security, emergency planning, and information technology services to over 500 customers within the Under Secretary for Economic Affairs.

What you will do

• Applies knowledge of IT concepts, principles, methods, practices, to plan and carry out difficult and complex assignments in the delivery of customer support services.
• Provides advice and guidance on a wide range of complex IT issues.
• Installs, configures, tests, and upgrades any hardware and software components on customer workstations and troubleshoots problems associated with any of these processes or the hardware and components themselves.
• Manages Bureau out of scope software license requests and coordinates with DT (Diplomatic Technologies) to manage license inventories.
• Represents E/EX at a wide range of meetings that require IT expertise and knowledge of Bureau IT needs and applications.

Education

Education requirements do not apply to this vacancy announcement.

How you will be evaluated

The evaluation process consists of the ApplyGov Competency Based Assessments for which applicants will be assigned a score between 70 and 100. A resume review will be conducted for minimum qualification requirements, as described in the “Qualifications” section of this announcement, of applicants found to be among the top qualified candidates based on assessment scores.

Resumes longer than two pages will be deemed ineligible and will not be considered further.

You will be assessed on the following job-related competencies (knowledge, skills, abilities, and other characteristics): Non-Supervisory: Oral Communication, Writing, Interpersonal Skills, Problem Solving, Teamwork, Technology Orientation, Customer Service, Attention to Detail and Self-Management.

Set aside at least 2 hours to take the external assessments; however, most applicants complete the assessments in less time. There are timed sections that must be completed within the allotted timeframe.

Your score from the external assessment (i.e., Non-supervisory) will remain on file for 180 days, allowing you to apply for multiple DOS-announced positions without needing to retake the assessments. Top applicants may be referred to the hiring manager for further consideration.

Your qualifications will be evaluated on the following competencies: Knowledge of IT concepts, principles, methods, and practices. Knowledge in IT infrastructure, analytical methods and practices, a wide variety of application and operating systems. Ability to analyze technology hardware and software for solutions.

Skill in communicating to perform presentations, to provide guidance to customers, and present reports and technical recommendations. Skill in providing effective customer service. Ability to develop, interpret, and apply policies governing information technology.

In describing your experience, please be clear and specific. We do not make assumptions regarding your experience. Overstating your qualifications and/or experience in your application materials may result in your removal from consideration.

Applicants found to be among the top qualified candidates will be referred to the hiring official for further consideration and possible interview. Qualified non-competitive candidates must be deemed best qualified based on the applicant assessment in order to be referred to the hiring official for further consideration and possible interview.

You may preview questions for this vacancy.

Documents you must provide

• All required documents listed below, that are applicable to you, must be submitted to our automated system by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
• Resume limited to two pages showing relevant work/volunteer experience, education and training.
• Include the start and end dates (from month/year to month/year) and the number of hours per week worked/volunteered.
• Your resume serves as the basis for qualification determinations and must support your answers to the completed online assessment questions.
• Resumes longer than two pages will be deemed ineligible and will not be considered further.
• Most recent SF-50s (Notification of Personnel Actions), if you are a current eligible DOS employee (per 3 FAM 2313.4(a)(5)), including current employees applying under a non-competitive hiring authority.
• The SF-50s must show: effective date, position title, series, grade, salary, tenure, position occupied, full promotion potential, and name of agency.
• Multiple SF-50s may be needed to show all required information (e.g., promotion, within-grade increase, and separation SF-50s).
• Award SF-50s often do not show the required information.
• Performance appraisal, strongly encouraged for current eligible DOS employees.
• Submit a copy of your most recent (i.e., usually within the last 18 months) final (i.e., not a mid-year review) official (i.e., signed by the rating official and in original format) annual performance appraisal for the hiring manager's consideration.
• If a performance appraisal is not available, you may provide a statement and/or a statement from your supervisor explaining the reason one is not available and your servicing HR Office contact information (name, email address, phone number).
• Note: You may be requested to provide an appraisal to the hiring official if one was not provided with your application.
• To receive a promotion, the employee's most recent performance rating must be “fully successful” or an equivalent level or higher.
• Employees who are tentatively selected to receive a promotion will be required to provide performance documentation within two business days of request.
• Servicing HR Offices may be contacted to verify performance ratings.
• Non-competitive hiring authority eligibility documentation, if applicable.
• If you are a current eligible DOS employee applying under a non-competitive hiring authority (e.g, FS tenured employees, USUN reinstatement eligibles, Schedule A), you must submit proof of non-competitive eligibility with your application.
• For information related to Schedule A hiring authority for individuals with disabilities visit OPM's hiring information site.
• CTAP documentation, if applicable (e.g., reduction-in-force (RIF) separation notice, certification of expected separation, etc.).
• In addition submit a copy of your current (or last) performance rating of record which must be at least fully successful or equivalent and submit all required documents listed above that apply to you (e.g., resume, transcripts, SF-50, etc.).

What to expect next

After all application packages are received, we will review applications and evaluate applicants' qualifications. Then, in approximately two weeks after this announcement closes, we will refer candidates, as described in the “How You Will Be Evaluated” section, to the hiring manager for selection consideration.

Your application status will be updated up to four times during the following hiring phases: After applications are received. After applications are assessed to determine qualifications. After candidates are referred to the hiring manager.

After a selection is made. For the selected candidates who receive a tentative job offer, we will conduct a suitability review and/or security background investigation that generally takes an average of at least two to six months.

Additional information

To request a reasonable accommodation for additional time on the timed sections of the assessment, please submit your request using the “Request a Reasonable Accommodation” button within the Assessment Application. For all other reasonable accommodations at the U.S. Department of State, please contact the Office of Accessibility and Accommodations (OAA) at ***.

OAA is responsible for reviewing and adjudicating reasonable accommodation (RA) requests for the Assessment Battery being used for this announcement. The following applies to all RA requests: RA requests cover additional time on timed sections only. Applicants submitting a RA request MUST attach supporting medical documentation signed by a licensed, treating medical provider.

The documentation should describe the nature, severity, and expected duration of the condition, identify the relevant medical condition or diagnosis, and explain the basis for the requested extension. RA requests that do not contain supporting medical documentation attachments at the time of initial request may be subject to further review.

Note: the following documents do not, on their own, qualify for automatic approval of the RA request: Schedule A letters, VA benefits letters, or SSA letters.

Applicants MUST submit their application before the vacancy closes, even if pending an accommodation decision.

Applicants are encouraged to carefully follow instructions related to medical documentation provided in the vacancy announcement prior to beginning the RA process. Applicants will have 48 hours after their RA request is adjudicated to complete the assessment battery.

Scores generated after the allotted timeframe will not be admissible and the applicant will not be considered further for the vacancy. If a different type of RA is needed, please contact OAA directly at ***. If eligible, situational telework agreements may be permitted with supervisory approval.

Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions.

Agency & Interagency Career Transition Assistance Program (CTAP & ICTAP): View OPM's CTAP & ICTAP eligibility website for more information.

You must be rated in the Well-Qualified category and submit supporting documents under the required documents section of this announcement to receive selection priority consideration.

To be considered Well-Qualified applicants must: score an 85 or above, meet Minimum Qualifications, and demonstrate proficiency in some, but not all major aspects of the position.