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.
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.
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.