Summary This position is located in an Office of Information and Technology (OIT) Division where the incumbent serves as a Senior IT Analyst with a full range of duties associated with one or more IT specialty areas required to support the Unified Communications (UC) organization. Responsibilities Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position. NOTE: Announcement will be open for 2 additional days! We will refer qualified applicants to the selecting official for consideration. The organization's hiring need will determine the referral of additional applicants. Applicants will be notified about their application's status if referred or if we fill all vacancies. As Senior IT Analyst, team leader, and technical authority, the incumbent plans, coordinates, develops, improves and integrates efficient and economical management of information systems in support of Unified Communications division activities. These multi-user systems include: supply, maintenance, requirements, procurement, budget and personnel. Accomplishes long and short-range projects in the modification of systems, software, hardware, and networks; researching and testing products and services to support the information plan; analyzing plans, policies, programs and directives to determine requirements, life-cycle management to determine support and replacement resource requirements; researches and conducts needed hands-on testing of products in a controlled environment and applies the results to a production information system; and interfaces between technical experts and functional users Develops or provides guidance for the solution of difficult and unprecedented problems resulting from new or modified operational management information concepts and requirements. Conducts applied and supporting research for management information systems by meeting with functional specialists to determine information needs. Applying the knowledge of existing information systems and computer capabilities to assist the development of new information systems. Applies functional knowledge of materiel acquisition, performance indicators, logistics, production base support, budget, personnel, cost, disbursement, reimbursement, executive message systems and energy consumption in developing new and/or improved information systems. In addition, applies extensive knowledge of changes in the state-of-the-art regarding integrated information and control systems analysis and other scientific management techniques used in the development of information systems. Interprets general workplans, problems, policies and needs into comprehensive and long-range projects. Reviews directives, policies, programs, enterprise-wide functional user requirements and acquisition strategies/vehicles for program related issues to determine the impact and implications in supporting information systems. Creates and maintains documentation on assigned IT systems and infrastructure to include as-built diagrams, published configuration baselines, as well as historical and trending information. Perform troubleshooting, maintenance and other configuration changes, in accordance with published baseline standards, utilizing the approved enterprise change order process for the Unified Communications environment. Plan for and implement new technologies at the direction of the Section Supervisor to augment and enhance the traditional telephony, IP telephony and video teleconferencing environment operation in support of critical applications and business processes. Respond to after-hours pages, alerts and phone calls indicating Unified Communications system performance outside established thresholds, and work to rectify the situation until complete or positive handoff has occurred with other technicians as appropriate. Performs other duties as assigned. Promotion Potential: None. Work Schedule: Monday - Friday 8am - 4:30pm Compressed/Flexible: Available Telework: The VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is a Remote Position Position Description/PD#: Senior IT Analyst/PD17432A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is sedentary, but may involve periods of walking, bending, stooping, lifting, carrying, moving (up to 50 pounds) components and supplies, reaching, pulling, and working at a keyboard and monitor. Subject to call back outside tour of duty. You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/19/2024. Basic Qualifications: You may qualify based on your experience as described below: Experience - 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. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. AND Specialized Experience: ONE YEAR SPECIALIZED EXPERIENCE EQUIVALENT TO THE GS 12 GRADE LEVEL. Examples of qualifying specialized experience include: High level of experience operating and maintaining Cisco Unified Contact Center Express (UCCX) and/or Cisco Unified Contact Center Enterprise(UCCE) and/or Cisco Packaged Contact Center Enterprise (PCCE). Documented experience with Cisco Unified Script Editor for UCCX or Routing and Administrative Script Editor for PCCE. Cisco Unified Communications Managers (CUCM). Documented experience with Cisco Unified Communications Managers (CUCM). Planning, developing, deploying, implementing, integrating, operating, coordinating and improving, efficient and economical management of Unified Communications information systems: Cisco Webex, Cisco Call Manager, and Unified Communications Technologies. Documented experience in programming concepts and languages. Documented experience in SQL query language. 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; religions; 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: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary, but may involve periods of walking, bending, stooping, lifting, carrying ,moving (up to 50 pounds) components and supplies, reaching, pulling, and working at a keyboard and monitor. Subject to call back outside tour of duty. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education No education is substituted at GS-13 Level. Additional Information "Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act." Receiving Service Credit or Earning Annual (Vacation) Leave: 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. VA may offer newly-appointed Federal employee's credit for their job-related 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.