Summary This position is located in the Information Technology Division, Office of the Executive Director, Bureau of Educational and Cultural Affairs (ECA). The incumbent serves as a subject matter expert on IT issues, particularly with regards to cutting‑edge technology and strategic planning, and serves as the Division’s Customer Experience (CX) Lead on Public Diplomacy (PD) interests in all areas of IT between ECA and stakeholders within and outside of the Department. Responsibilities Provides insight and advice on Customer Experience (CX) planning and implementation to generate increased operational and process efficiencies in the use of Customer Service across the bureau. Recommends possible innovative approaches to management aimed to solve issues identified by the customer. Serves as a technical advisor in issues pertaining to customer experience and leads initiatives to improve customer experience. Represents EX/IT for customer interface and engagement, providing customers awareness of EX/IT capabilities and support. Represents Public Diplomacy (PD) interests regarding IT services and capabilities to the ECA and PD community stakeholders. Identifies and recommends changes to existing policies and regulations that focus on eliminating undue burdens on the staff, which create unintended consequences impacting internal and external customers. Recommends and drafts policies or regulations that either change existing or incorporate new customer experience strategies. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Thoroughly reviews various IT related data/information; dedicates focus to accomplish tasks that are complete, precise, and accurate to a given IT situation. Customer Service - Works with clients and customers to assess IT needs, provide expert technical information or assistance, resolve fairly complex or non-routine problems, or satisfy expectations. Oral Communication - Expresses technical information to individuals or groups effectively, taking into account the audience and nature of the information, and makes clear and convincing presentations. Problem Solving - Identifies IT related problems using a variety of materials or sources; gathers and applies technical information to determine accuracy and relevance to problems; uses sound judgment to generate and evaluate alternatives; and makes recommendations that influence IT policies or programs AND Have at least 1 full year of specialized experience equivalent to the GS-12 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience providing insight and advice on Customer Experience (CX) planning and implementation to generate increased operational and process efficiencies. Experience serving as a technical advisor on issues pertaining to customer experience and leading initiatives to improve customer experience. Experience with designing, delivering, managing, and improving IT services and processes to align with business objectives. Experience recommending and drafting policies or regulations that either change existing or incorporate new customer experience strategies. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-13 position. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.