Program Support Specialist (District NxPert)
What you'd do
This position is located in the Office of General Counsel/Division of Operations Management/ Case Management System Section. The incumbent of this position will provide technical support and training to the field in the operations of the Agency's electronic case management system, along with, interfacing and proving support with staff from the Office of the Chief Information Officer (OCIO) on Agency systems.
Major duties
As a Program Support Specialist (District NxPert), GS-0301-9, your typical work assignments may include: Inspecting files on a periodic basis of the Regional Offices and the Agency's electronic case management system to ensure all records are stored and labeled correctly, the correct data has been recorded, and that they contain current material without duplication. Serving as the case management system of records contact on all operational features. Providing support independently, both in-person and by telephone, to users of the electronic case management system, troubleshooting problems users encounter when working within the system. Facilitating program analysis by assisting in the planning, organization and collection of and analysis of pertinent data relative in determining a variety of trends in system operations. Using analytical techniques to diagnose problems that users may encounter while working with the electronic case management systems and resolving problems experienced with use of Teams, Zoom, LiveMeeting, and other videoconferencing tools. Serving as an electronic case management trainer for the assigned Agency personnel by arranging and conducting training sessions, sometimes by video conference, on the use of the electronic case management system.
What you need to qualify
All qualifications and eligibility requirements must be met by the closing date of the announcement. IDEAL CANDIDATE STATEMENT The ideal candidate for the Program Support Specialist (District NxPert) position has significant experience working with case management systems and is familiar with case processing. The candidate has excellent technical skills and is able to both use the case management system and teach others how to use it. Strong oral and written communication skills are essential to prepare and conduct training, provide feedback, and interact with colleagues performing mission-related work, as well as support work related to information technology. The candidate is able to work independently, manage projects at various stages and priorities, and demonstrate meticulous attention to detail. MINIMUM QUALIFICATIONS Applicants must have one year of specialized experience, equivalent to the GS-07 grade level, which has provided them with the knowledge, skills, and abilities to successfully perform the duties of a Program Support Specialist (District NxPert) at the GS-09 grade level. Specialized experience includes: Experience assessing the data integrity of the documents and data being uploaded into the electronic case management system; and Experience resolving issues and providing technical support when using an electronic case management system; and Experience training or assisting staff on the use of an electronic case management system within their area of responsibility. OR EDUCATION: Master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related (Note: You must submit a copy of your transcripts.). OR COMBINATION OF EDUCATION AND EXPERIENCE: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100 percent. (Note: You must submit a copy of your transcripts.) This experience must be fully supported and articulated in your resume to receive consideration. Please do not cut and paste the specialized experience from this announcement into your resume, as this will not be considered a demonstration of your qualifications for this position. TIME-IN-GRADE REQUIREMENTS All current Federal employees must meet time-in-grade requirements to be considered eligible. One year of experience at the GS-07 or equivalent grade level of federal service, is required to qualify for the GS-09 grade level. (NOTE: All Agency employees must provide a copy of their SF-50 "Notice of Personnel Action" that indicates proof of status and time-in-grade eligibility. The SF-50 must include your position, title, series, grade, step, tenure (1 or 2), and type of service (Competitive). You may determine your current status by checking block 24 on your SF-50. Block 24 must reflect "1" or "2". Also, block 34 must reflect "1". NOTE: 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.
Before you apply
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