Summary

This position is in the Office of the Chief Information Officer (OCIO) within the Department of Administration and Finance, Millennium Challenge Corporation (MCC).

Although the position is advertised equivalent to GS-15, MCC uses a pay banded system to compensate employees. This position is pay band MC-3A which is generally equal to GS-15.

Duties

• Manages the operations of the OCIO enterprise support program. Provides expert level technology operational support and guidance to MCC staff and affiliates, both domestically.
• Provides input and insight into OCIO operations and planning as an advocate of the customer. Consults with customers in defining information technology (It) requirements, facilitating business analysis and requirements-gathering, planning, communicating, training and supporting new and redeveloped systems.
• Oversees contract operations for the OCIO Service Desk regarding staffing, customer service metrics, reporting, adherence to service level agreements, asset management, standard operation procedures, and knowledge base articles.
• Recommends, negotiates and advises on matters involving changes to IT related policies, processes, and enhancements to operations systems in-line with best-practices and continuous service improvement principles.
• Leads the IT customer support contract and OCIO leadership team in identifying andaddressing IT customer service issues and improve IT service management processes and tools.
• Directs the implementation of quality assurance processes within enterprise support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures.
• Develops and delivers IT training, brown bag sessions and associated communications for end users. Coordinates and/or provides standard and customized technology training services for enterprise applications, products and services through a variety of delivery channels.
• Collaborates with the OCIO leadership for both short-term and long-term strategic planning and budgeting. Formulates and refines IT policies, processes and guidelines for enterprise support.
• Makes recommendations for resolving information technology issues and requirements and keeps abreast of changing and emerging technology and practices.
• Performs other related duties as assigned.

Requirements

Conditions of Employment

• Must be able to obtain and maintain a federal security clearance
• Relocation expenses will not be paid
• More than 1 job may be filled if additional vacancies occur within 120 days
• Some domestic and international travel may be required

Qualifications

To qualify for pay band 3a level you must meet the following:

Have at least one year of specialized experience comparable to the MCC Pay Band 3b or GS-14 or an equivalent level which is directly related to the work of this position and which has equipped the applicant with the knowledge, skills, and abilities to perform successfully the duties of the position. This experience must include activities such as: managing the operations of the OCIO enterprise support program; applying and providing technical advice on IT principles, concepts, methods, standards and practices relating to enterprise support services and issues; successfully serving as a contracting officer representative (COR) or PM; overseeing operations such as contractor services for HelpDesk customer service management, end user device service management and IT asset management; experience presenting complex technical information to business process owners, data stewards, stakeholders and subject matter experts; experience developing and delivering IT training, lunch and learn sessions and associated communications for end users and coordinating customized technology training services for enterprise applications; and communicating orally and in writing to present IT plans, studies and analyses, and a variety of written materials (drafting policies, procedures, and technical systems documentation) and presenting recommendations to management.

This experience MUST be well documented within your resume or application.

Your resume must also reflect your IT related experience demonstrating each of the following four competencies:
1. Attention to Detail
2. Customer Service
3. Oral and Written Communication
4. Problem Solving.

PART-TIME OR UNPAID EXPERIENCE: Credit may be given for appropriate unpaid and or part-time work. To receive credit, you must clearly identify the duties and responsibilities in each position held and the total number of hours worked per week.

A new hire's direct and overall experience are critical factors in determining a salary offer. It is important that your resume fully reflects all of your directly-related work experience. Salary offers include three key factors:

• The selectee's directly related experience at the same level as the position.
• The selectee's overall experience in a particular area.
• The salaries of employees in similar positions and with similar levels of experience.

MCC also takes the selectee's skill set into account. Applicants should note that salary offers seldom fall near the upper end of the salary range listed in the vacancy announcement. Salary may be set from the minimum to the midpoint of the salary range pf the pay band. In some instances, based on a selectee's extensive experience directly related to the position, salary may be set at or above the mid-point up to the maximum salary for that pay band. See information on MCC base pay ranges and salary structure ().

How You Will Be Evaluated

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

A review of your application and supporting documents will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for the position and to ensure that you have been placed in the appropriate quality category. The HR Office and/or Subject Matter Expert (SME) will evaluate each applicant who meets the basic qualifications on the competencies/knowledge, skills and abilities related to the position such as:

• Attention to Detail
• Customer Service
• Enterprise Architecture
• Technical Competence
• Writing

You will be evaluated based on Category Rating procedures. Based on the information you provided in your application package, you will be placed in one of three quality categories - Best Qualified, Well Qualified, or Qualified. Those applicants who are determined to be best qualified will be referred to the hiring manager for further consideration and may be called for an interview.

If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and/or experience your category can and will be adjusted to more reflect your abilities, and you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

Applicants must include their own documented examples of the required experience in their resume. Applicants who copy the duties section of this announcement into their resume as their current experience will be disqualified.

Application of veteran's Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligible within each category. Veterans who meet the eligibility and qualification requirements and who have compensable service-connected disability of at least 10 percent are listed in highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher. http://

Required Documents

The following documents must be received by the closing date of this announcement:

• Applicants are encouraged to include information included in the USAJOBS-formatted Resume Builder (
• If you are displaced Federal employee, you may be entitled to receive special priority consideration under the Interagency Career Transition Assistance Program (ICTAP) or Career Transition Assistance Program (CTAP). View information about ICTAP eligibility on OPM's Career Transition Resources website. See To be considered eligible under ICTAP or CTAP, you must be placed in the "well-qualified" category for this position, as described above.
• Veterans Preference documentation (DD-214 - member 4 copy or other copies that indicate character of discharge or equivalent, SF-15 and VA Letter as appropriate) to validate your claim. For more information regarding eligibility requirements, see:
• If you are eligible for Special Appointment eligibility (e.g., 30% compensable veteran, individuals with disabilities, former Peace Corps or other noncompetitive eligibility candidates.) requires submission of supporting documentation. For more information visit: http://www.opm.gov/employ/students/fedhire.asp#authorities,
• If you are a current or former political appointee (Schedule A, Schedule C, Non-career SES or presidential appointee employee), you must submit a copy of a your SF-50, along with a statement that provides the following information regarding your most recent appointment (position title, type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee, agency, beginning and ending dates of appointment, etc.).

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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