IT SPECIALIST

This IT SPECIALIST position is with Deputy Assistant Secretary for Information and Technology (Department of Veterans Affairs) in Phoenix, AZ. This incumbent will serve as an IT Specialist at the Department of Veteran Affairs' End User Operations (EUS) division of The Office of Information (OIT) and Enterprise Command Operations (ECO), Enterprise Service Desk (ESD). Providing central engineering services and management of a technical framework promoting one technology vision across VA, which supports system optimization, Integration and interoperability throughout the enterprise. Key duties: • Will serve as an IT Specialist for the Program (a functional area of Support Services). The incumbent provides technical oversight and support of IT Service Management (ITSM) tools and technologies resident In the CMWA System (e.g., Remedy, Apropos, Automated Notification Reporting tool, etc), In regard to enterprise IT infrastructure within a system engineering framework. Operates as a subject matter expert regarding IT Infrastructure Library (ITIL) framework and best practices, providing enterprise-level IT support for ITSM tools and technologies and related issues; that ultimately affect the plans, goals, and effectiveness of VA nationwide. Major Duties: Provides support for the CMWA System, ensuring that service requests/incidents assigned to the team are appropriately worked to meet established timelines and that actions taken, and closure descriptions are adequately annotated. Responsible for system and user configuration and management, including but not limited to, deployment of software, user setup and maintenance (adding new user accounts, assigning access/permissions, configuring group assignments, providing user instructions/education, etc.); and customizing or developing new functionality. Participates In requirements gathering, functional analyses, and documentation to ensure the system functions appropriately and meets the needs of the organization. Plans, designs, analyzes, documents, tests, and makes recommendations for implementation and/or integrations required to maintain the CMWA System. Communicates and coordinates regularly with the Program Manager/Director, as appropriate, regarding priorities, resources, productivity and achievements; and provides updates/status reports within specified timeframes. Provides training and technical guidance to newly assigned and/or junior members of the team. Documents tests, and updates standard operating procedures (SOPs) and guidelines for processes related to the CMWA System, including but not limited to current systems documentation/diagrams; software versions; license Inventories; etc. Manages systems, including but not limited to testing and maintaining current patches, security updates, revisions, etc. Keeps abreast of IT trends, software development and application packages throughout VA and the data processing community and serves as a technical authority for equipment and software related to the CMWA System. Advises top IT officials and managers or user organizations on new developments and advanced techniques in the specialty area in order to incorporate changes or improve efficiency. Coordinates work schedules for the assigned team to ensure adequate support coverage for four time zones across the nation, as requested by the Program Manager/Director. May be called upon to establish work objectives, set priorities, assign tasks, and coordinate team activities. Evaluates computer network equipment with regard to its selection or utilization or designs systems and software for accomplishment of work through Information technology. Provides input for budget planning related to expendable and non-expendable supplies; equipment/software needs, including impact on existing systems, license requirements, etc. and other resources necessary to maintain the CMWA System. ***Additional duties may be required, within scope of the position description.*** This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Codes: 411, 431, 451, 801. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Position Description/PD#: IT SPECIALIST/PD12236A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required, as needed, for this position-25% or less. Work Schedule: Monday-Friday; 8:00AM to 4:30PM EST. Tour of duty may be subject to change based on organizational needs. Compressed/Flexible: As determined by the Agency Policy. Telework: (AdHoc) Authorized at Manager's discretion. Virtual/Remote: This is NOT a virtual, NOR a remote position. Physical Demands: The work is sedentary. Some work may require walking, standing, and carrying of light items; in conjunction with travel, and to attendance at meetings and conferences away from the work site. Working Conditions: Most work is performed in an office setting or computer room environment. Frequent work around computer equipment and cabling requires knowledge of potential hazardous situations and observance of normal safety precautions. Qualifications: To qualify for this position, all qualification requirements must be met by the closing date of this announcement-10/23/2026. Minimum Qualifications Requirements Basic Requirements 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 for GS-13: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience for this position is defined as: Demonstrated experience as a Deputy Program Manager or senior operations leader on a large-scale (100,000+ monthly contact volume), multi-vendor federal IT service desk program. Candidate must have direct, hands-on experience managing a NICE CXOne (or directly comparable enterprise contact center platform) environment, including oversight of IVR-led authentication architecture, and AI/automation capability delivery designed to reduce human agent contact volume in favor of AI/automation. Experience must include managing cross-vendor data-sharing obligations and an independent quality assurance/analytics function (e.g., Medallia or comparable platform) that operates structurally independent of Tier 1 vendor performance reporting. Candidate should also demonstrate experience managing Transition-In/Transition-Out phases for federal service desk contracts, knowledge management programs supporting AI-driven self-service deployment, and governance of joint multi-vendor service provider working groups reporting to a government Program Management Office. 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; religions; 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. 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. 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/. View the full announcement and apply on USAJOBS.gov.