D

LEAD PROGRAM ANALYST (CUSTOMER SUPPORT LEAD)

Department of Defense

Today
Secret
Unspecified
Unspecified
Business - Support
Fort Belvoir, VA (On-Site/Office)

Duties

  • Responsible for the development, management, and modification of all DTIC network registration programs.
  • Provides technical advice, guidance, and direction to the Team regarding the plans and procedures used to manage the DoD Registration Programs, as well as the governing laws, regulations, security, and user environment.
  • Collects data to analyze user requirements and identify user problems concerning database and IT network systems registration and access to and use of DTIC products and services.
  • Carries out ongoing studies, analyses and evaluation of user requirements and user problems concerning network systems and IT services in order to improve access .
  • Serves as primary point of contact for the DoD community, federal agencies and their contractors, as well as DTIC staff for coordination of database and IT network systems registration and subsequent access to DTIC products and services.
Requirements

Conditions of Employment

  • Must be a U.S. Citizen.
  • Background Investigation required.
  • New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
Qualifications

Time in Grade: For entry at the GS-11 level, status applicants must have served 52 weeks as a GS-09 or higher grade in the Federal Service.

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-09 within the federal service, which demonstrates the ability to perform the duties of the position, is required.

Specialized Experience is defined as:
--Experience problem-solving customer issues and challenges
-Experience using online databases and collaborative tools as well as the processes for gaining access to these tools and the restrictions on their use.
-Experience using identity and access management tools.
-Experience in categorizing customers based on their roles and applying appropriate restrictions to these roles.
-Experience advocating on behalf of customer needs and working with the proper program manager for resolution.


In addition to meeting the specialized experience requirements, qualified applicants must also possess the quality of experience as it relates to how closely or to what extent an applicant's background, recency of experience, education, and training are relevant to the duties and responsibilities of the announced position. Candidates must clearly demonstrate the possession of knowledge, skills and abilities, or competencies necessary to successfully perform the work of the position at the appropriate level to be qualified for the position. Applicants must describe how their experience meets the competencies within the body of the resume. No separate statements addressing KSA's or competencies are required.

Volunteer Experience: 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; religious; spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Qualification and time-in-grade requirements must be met within 30 days after the closing date of this announcement.

Education

GS-11 Substitution of Education for Experience: Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree may be substituted to meet the qualifying experience requirement. If you are using education to substitute for the qualifying experience, you must submit transcripts at the time you apply.

Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements.

If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply.

PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study

To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education .

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by the National Association of Credential Evaluation Services at the time of application. National Association of Credential Evaluation Services .

Additional information

  • A one year probationary or trial period may be required.
  • Telework availability will be based upon the mission requirements and supervisory determination
  • This recruitment provides promotion opportunity to target position without further competition when selectee is eligible and recommended by management. However promotion is not guaranteed and no promise of a promotion is implied.
  • The General Schedule (GS) basic pay schedule may vary by geographic locality. To view pay rates in a specific location visit the Office of Personnel Management pay tables at www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/2024/general-schedule
  • We may use this announcement to fill additional vacancies within 90 days of the closing date.
  • Moving costs will not be paid.
  • Recruitment, relocation, or retention incentives MAY be authorized.
  • The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here .
  • Salary plus Cost of Living Allowance (COLA) is authorized. This rate is subject to change without notice.
  • For more information on veterans' preference click here .
  • Males born after 12-31-59 must be registered or exempt from Selective Service (to verify your registration status click here
  • Interagency Career Transition Assistance Program (ICTAP): For information on how to apply as an ICTAP eligible click here. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85 or above on the rating criteria for this position.
  • The Department of Defense (DoD) Policy on employment of annuitants issued March 18, 2004 will be used in determining eligibility of annuitants. Click here
  • This position is subject to the limitations imposed by the DOD Priority Placement Program.
  • Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level.
  • PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only.
  • For more information regarding qualifications requirements please click here.
  • You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or eligibility
  • All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance.
  • Benefits
    Help
    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 window Learn 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.

How You Will Be Evaluated

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

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

Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the knowledge, skills, and abilities required for this position. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.
The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies:
  • Communication
  • Statistical Analysis
  • Technical Competence
Criminal History Inquiries - If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency @ dfas.indianapolis-in.zh.mbx.ssc-cc@mail.mil (this call center group box will be the intake for complaints and will forward to appropriate POCs).

  • Benefits
    Help
    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 window Learn 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.

  • Required Documents

    As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

    FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT.

    1. Transcripts (If applicable) - If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
    2. Notification of Personnel Action (SF-50) (If applicable):
    • Notification of Personnel Action for current or former federal employees - with the exception of current permanent DTIC employees, please provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis. We will not accept the following: Annual Adjustment, and Cash Award SF50's
    • If claiming "DoD Education Exemption" (Grandfathered) you must also provide SF50's dated prior to October 1, 2000 showing that you have been continuously employed with DoD with no break in service since October 1, 2000.
    3. Veterans Preference Documentation (If applicable):
    • For Five Point Veterans Preference: DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military.
    • For Ten Point Veterans Preference: DD-214 (Member Copy 4). Veterans with a service-connected disability must also submit a VA letter dated 1991 or later.
    4. ICTAP Eligible (if applicable) - A copy of the RIF separation notice and SF50 if available.

    5. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.

    6. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.

    7. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.

    8. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.

    WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 01/21/2025 , or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.

    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 schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    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.

  • How to Apply

    To apply for this position, you must provide a complete Application Package. See required documents below.

    1. Your Resume NOTE: Your resume must include the following information for each job listed:Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week)
    2. A complete Assessment Questionnaire
    3. Other required supporting documents: (SEE BELOW FOR MORE INFORMATION ON REQUIRED SUPPORTING DOCUMENTS)

    Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
    1. Follow the prompts to complete the assessment questionnaire and upload required documents.
    2. Please ensure you click the Submit My Answers button to submit your application.
    3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.

    Agency contact information

    HR Customer Care Center

    Phone (317) 212-0454 Email dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil

    Address DEFENSE TECHNICAL INFORMATION CENTER
    Apply Online
    Indianapolis, IN 46249
    US

    Learn more about this agency

    Next steps

    Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. Based upon your score, you may be referred to the hiring official. If your name is referred to the hiring official, you may be contacted directly by that office for a possible interview.
    You will receive notice via email once this process is completed (generally 4-6 weeks).

  • Fair and Transparent

    The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
    • Criminal history inquiries
    • Equal Employment Opportunity (EEO) Policy
    • Financial suitability
    • New employee probationary period
    • Privacy Act
    • Reasonable accommodation policy
    • Selective Service
    • Signature and false statements
    • Social security number request

Required Documents

FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT.

1. Transcripts (If applicable) - If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
2. Notification of Personnel Action (SF-50) (If applicable):
  • Notification of Personnel Action for current or former federal employees - with the exception of current permanent DTIC employees, please provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis. We will not accept the following: Annual Adjustment, and Cash Award SF50's
  • If claiming "DoD Education Exemption" (Grandfathered) you must also provide SF50's dated prior to October 1, 2000 showing that you have been continuously employed with DoD with no break in service since October 1, 2000.
3. Veterans Preference Documentation (If applicable):
  • For Five Point Veterans Preference: DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military.
  • For Ten Point Veterans Preference: DD-214 (Member Copy 4). Veterans with a service-connected disability must also submit a VA letter dated 1991 or later.
4. ICTAP Eligible (if applicable) - A copy of the RIF separation notice and SF50 if available.

5. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.

6. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.

7. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.

8. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.

WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 01/21/2025 , or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.

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 schools accredited by accrediting institutions recognized by the U.S. Department of Education .

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.

How to Apply

To apply for this position, you must provide a complete Application Package. See required documents below.

1. Your Resume NOTE: Your resume must include the following information for each job listed:Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week)
2. A complete Assessment Questionnaire
3. Other required supporting documents: (SEE BELOW FOR MORE INFORMATION ON REQUIRED SUPPORTING DOCUMENTS)

Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.

Agency contact information

HR Customer Care Center

Phone (317) 212-0454 Email dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil

Address DEFENSE TECHNICAL INFORMATION CENTER
Apply Online
Indianapolis, IN 46249
US

Learn more about this agency

Next steps

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. Based upon your score, you may be referred to the hiring official. If your name is referred to the hiring official, you may be contacted directly by that office for a possible interview.
You will receive notice via email once this process is completed (generally 4-6 weeks).

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request
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