Summary The Help Desk Manager is responsible for leading the operations and maintenance activities to provide support for users of the Oracle Financials system. This role involves managing day-to-day operations of the help desk, troubleshooting system issues, and ensuring timely resolution of financial application-related problems. Responsibilities As the IT Specialist, you will: Process Improvement: Continuously evaluates help desk operations and suggests improvements for efficiency, user satisfaction, and problem resolution. Reports and Metrics: Generates reports on help desk performance, including response times, ticket resolution rates, and user feedback. Analyzes data to identify recurring issues and potential system improvements. Incident Management: Handles and escalates critical incidents, ensuring that they are managed according to incident management processes. Provides helpdesk management and oversite of operations and maintenance (O&M) using the National Gallery's Service Now helpdesk ticketing system to ensure the timely fulfillment of end-user assistance requests. Collaborates with Oracle support: Works with Oracle's support team to escalate and resolve complex technical issues and bugs within the Oracle Financials system. System Maintenance: Coordinates system maintenance, patches, updates, and upgrades for Oracle Financial applications, working with IT and finance teams to ensure minimal disruption. Provides functional support to Oracle users with expert troubleshooting capabilities for the optimal and efficient operation of Oracle systems and integration partners. Leads Help Desk Operations: Oversees and manages the help desk team that supports Oracle Financials users, ensuring high-quality, efficient service and quick resolution of issues. User Support and Troubleshooting: Provides first- and secondline support to users experiencing issues with Oracle Financials modules (e.g., Accounts Payable, Accounts Receivable, General Ledger, Procurement). Issue Tracking and Resolution: Monitors and manages the lifecycle of help desk tickets, ensuring timely resolution of issues and effective communication with users. Requirements Conditions of Employment You must be a United States Citizen. This employer participates in the e-Verify program. Males born after 12-31-59 must be registered for Selective Service See "Other Information" section regarding Selective Service requirements. Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. 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). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. Qualifications Specialized Experience Statement: GS-13:For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-12 level in the Federal service, providing user support for an Oracle Federal Financials system. GS-14: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-13 level in the Federal service, serving as systems administrator for an Oracle Federal Financials system. Experience: In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below: 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. Education: Education cannot be substituted for this grade level. OPM Qualifications Standard: Individual Occupational Requirements: Information Technology (IT) Management Series 2210 (Alternative A) You must meet all qualification and eligibility requirements by the closing date of this announcement. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: Applicants who are referred to the hiring office for selection consideration may be required to submit writing and/or work samples as part of the interview/selection process. If the hiring office decides to request a writing and/or work sample as part of its selection process, the vacancy contact will reach out to you by email to: (1) inform you of this requirement; and (2) provide further instructions. Education Although this position does not have a positive education requirement, you may submit copies of your transcripts or a course listing. You must provide documentation supporting your education claims. Education must be obtained from an accredited institution recognized by the U.S. Department of Education. Foreign education must be reviewed by an organization recognized by the U.S. Department of Education. For special instructions pertaining to foreign education and a list of organizations that can evaluate foreign education, see the Department of Education website. Additional Information The National Gallery of Art is an Equal Opportunity Employer. More than one selection may be made from this vacancy announcement. Relocation expenses will not be paid. Some positions may require completion of a probationary period of up to 1 (one) year. AN EXTERNAL SELECTED CANDIDATE MUST BE FINGERPRINTED AND RECEIVE A BACKGROUND INVESTIGATION, RESULTING IN A SATISFACTORY SUITABILITY DETERMINATION BEFORE BEING HIRED FOR THIS POSITION. All males born after December 31st 1959 must abide by laws regarding Selective Service registration. To learn more about this law, visit the Selective Service web page, Who Must Register. If you are not registered and don't have an approved exemption, you will not be eligible for employment with the Federal government. EEO Policy: https://help.usajobs.gov/equal-employment-opportunity Reasonable Accommodation Policy: https://help.usajobs.gov/reasonable-accommodation Veterans Information: https://help.usajobs.gov/working-in-government/unique-hiring-paths/veterans Reasonable Accommodation Requests: To learn more, please consult the following resources: Disability Employment - Reasonable Accommodations (OPM) How to contact an agency
