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Supervisory IT Specialist (Plcypln)
Deputy Assistant Secretary for Information and Technology · Posted 46 days ago
Hybrid Oakland, CA $126K – $164K Apply by Jun 1, 2026 Information Technology Management ENTJINTJINTPISTJ Operations
Apply for this job → About the Role
This position is in the Office of Information and Technology, End User Services, Enterprise Command Operations, where the incumbent serves as a supervisor policy/planning within Enterprise Command Operations and subordinate organizations.
What You'll Do
- →OIT Mission: The mission of the Office of Information and Technology (OIT) is to collaborate with our business partners to create the best experience for all Veterans.
- →OIT Vision: To become a world-class organization that provides a seamless, unified Veteran experience through the delivery of state-of-the-art technology.
- →Major Duties: Lead the development, implementation, and continuous improvement of Knowledge-Centered Service (KCS) practices within the Enterprise Service Desk.
- →Create, publish, maintain, and retire knowledge articles to ensure accuracy, completeness, and adherence to organizational standards.
- →Conduct regular audits of the knowledge base to ensure content quality, relevancy, and compliance with established guidelines.
- →Partner with Tier 0/Tier 1/Tier 2 teams to identify knowledge gaps, capture new solutions, and ensure timely publishing of critical operational information.
- →Translate technical information from SMEs into clear, user-friendly knowledge articles for both internal staff and end users.
- →Provide coaching, training, and guidance to Service Desk staff on proper use of Knowledge Management tools and processes.
- →Develop and maintain Knowledge Management processes, metrics, workflows, and governance models aligned with ITIL and enterprise standards.
- →Analyze knowledge article usage, search trends, and feedback to recommend improvements that enhance first contact resolution (FCR) and improve self-service success.
- →Maintain dashboards and produce routine reports on knowledge performance, article lifecycle status, and adoption metrics.
- →Ensure compliance with VA/ OI&T standards for accessibility, security, and content governance.
- →Serve as the primary liaison between Service Desk operations, SMEs, application/engineering teams, and the Knowledge Management governance group.
- →Facilitate knowledge-sharing workshops, reviews, and continuous improvement sessions.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Selectee is subject to background/suitability investigation Selected applicant will be required to complete an online onboarding process Complete the initial online assessment.
- ✓Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: - your performance and conduct; - the needs and interests of the agency; - whether your continued employment would advance organizational goals of the agency or the Government; and - whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no substitution of education for experience at the grade level(s) of this announcement.
Personality Fit
Job ID: fe20a309-44ed-493a-97a7-d674070410c2
Posted via USAJobs