Summary This position is with the Office of Information Technology (OIT), Division of Customer Experience (DCX). The purpose of this position is to provide centralized enterprise-wide customer experience information technology (I/T) services to the organization, policy guidance and oversight of customer I/T experience activities as the DCX Director. The incumbent reports to the OIT Deputy Director. Responsibilities Total Compensation Package - Check out IHS's outstanding total compensation package for this job: IT Specialist Total Compensation | Pay (ihs.gov) Program Management Manage the oversight of enterprise-level procurement of end-user software, hardware and peripherals. Manage the scope, schedule, and cost of projects to improve customer experience. Plan and prioritize projects, obtain resources, and oversee implementation. Manage the development of policy changes in response to changes in levels of appropriations or other legislated changes. Develop the division strategic direction to align with Indian Health Service (IHS) goals and objectives and oversee the development and implementation of agency initiatives that improve customer relations and experiences. Manage customer relationship management systems, human-centered design principles, and continuous performance improvement to provide timely, reliable, and available information technology (I/T) Service Desk and I/T management services. Review, evaluate, and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy. Supervisory Management Manage the Division of Customer Experience with full authority for the day-to-day operations and I/T acquisitions. Manage a federated relationship with IHS Area and Site I/T leaders, including tribal relationships that seek to lessen their workload, responds to emerging requirements, and respects the exercise of tribal sovereignty. Manage organizational changes throughout division, or major changes to the structure and content of the program. Hire, retain, and engage staff and oversees performance management. Budget, Acquisition, and Financial Management Oversee all budget maintenance tasks and individual project budget allocation for the overall program. Coordinate budget formulation, presentation, and execution with respect to agency I/T operations and customer experience needs. Manage and monitor major I/T investments, such as hardware, software, contracts, and licenses. Apply knowledge of a wide range of principles, procedures, methods, and concepts of budgeting to compile, consolidate, and analyze budgetary data. Serve as a technical authority in analyzing and implementing procurement policies, standards, and procedures. Communication Assist the Office of Information Technology (OIT) Director and Deputy Director with the execution of all public affairs and communications, including but not limited to internal IHS communications, Tribal Consult/Urban Confer activities, and congressional engagements. Represent the division to IHS Area Directors, Chief Medical Officers, Chief Medical Information Officers, Tribal Nations, Urban Programs and other federal and state organizations. Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 A one-year supervisory/managerial probationary period may be required upon selection/placement. Confidential Financial Disclosure Form required. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. You will need to set up direct deposit so we can pay you. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. BASIC REQUIREMENTS 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. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM QUALIFICATIONS GS-15: One (1) year of specialized experience equivalent to at least the GS-14 grade level. Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following @type of work and/or tasks: At the C-Suite level, leading the direction and management of health information technology customer experience, enterprise assets, digital communications, enterprise software application and information technology lifecycle. Oversee major information technology investments equal to or greater than $10M for information technology projects/programs with multiple deliverables in a healthcare environment. Integrate and troubleshoot products with new or existing products. NOTE: You must meet all examples of specialized experience listed above. SELECTIVE FACTOR This position requires the following certifications: Federal Acquisitions Contracting, Contract Officer's Representative, Level III (FAC-COR, Level Ill). Federal Acquisitions Contracting, Program and Project Management, Senior Level Certification (FAC-PPM, SR Level). NOTE: Proof of certifications must be submitted with your application package. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement. Education There are no education requirements. Additional Information Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is not covered by a Bargaining Unit. This position meets the criteria specified in pillar number one of the five pillars of the PHS Commissioned Corps. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps MUST apply online under the merit promotion announcement indicated above in order to receive consideration. For more information on PHS Commissioned Corps, visit the website at: https://www.usphs.gov/. This position has no promotion potential. This position is being announced concurrently under the Delegated Examining procedures. Please review vacancy announcement number IHS-25-HQ-12730902-DE for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.
