Summary

This position is located in the U.S Department of Agriculture (USDA), Departmental Administration's (DA), in the Office of Customer Experience (OCX). The OCX empowers, enables, and jointly engages USDA customers and employees in human-centered design solutioning and innovation to deliver consistently exceptional service to our customers. A major service within the OCX is to transform the way the public interacts with USDA across all channels and design an omnichannel experience.

This job is open to

• Career transition (CTAP, ICTAP, RPL)
  
  Federal employees who meet the definition of a "surplus" or "displaced" employee.
• Internal to an agency
  
  Current federal employees of this agency.
• Special authorities
  
  Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.

Clarification from the agency

Applications will be accepted only from current permanent US Department of Agriculture (USDA) employees with competitive status; and USDA CTAP/RPL eligible candidates and permanent Farm Service County office employees.

Duties

• Oversees all the AskUSDA contact center knowledge base and the management, capturing, sharing and accessibility of knowledge articles for USDA customers and stakeholders.
• Manages the collection and update of knowledge articles across USDA agencies and staff offices and develop and facilitate training for CRM and Salesforce knowledge data input and collection.
• Serves as the lead knowledge manager for the AskUSDA Contact Center and directs and provides instruction to contractors managing the ACC regarding program and policy changes affecting the collection of information shared with customers.
• Performs a variety of review and some technical writing, editing and research duties in connection with the preparation of complex knowledge database articles and other operational materials.
• Organizes and presents information in an understandable manner considering the purpose of the publication, as well as the target audience.
• Reviews technical documents submitted by in-house or contract subject matter experts for organization, clarity, effective English, logical development, style, and consistency with organizational policy.
• Manages the publication of all AskUSDA knowledge articles available for internal and public use and in that capacity serves as the senior expert on publications management, performing leadership duties.
• Works alongside internal agency knowledge managers, AskUSDA Contact Center personnel, CSRs, contractors, and other OCX/agency stakeholders to promote and optimize the usage of the USDA's knowledge assets.
• Coordinates and collaborates with subject-matter specialists to assist them in revising their work so that it will be acceptable for publication.
• Develops and maintains problem tracking and resolution databases related to USDA knowledge articles.
• Reviews and analyzes articles used for dashboard reporting and ensure accuracy of reports and coordinating and making edits, reviews, updates, and archives of knowledge articles.

Requirements

Conditions of Employment

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• If selected, you may be required to serve a probationary or trial period as applicable to appointment type.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below.

Time in grade:

Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.

Specialized Experience GS-13: One year of specialized experience, equivalent to the GS-12 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Management and Program Analyst (Knowledge Manager). For this position, the specialized experience is experience creating, editing and maintaining knowledge articles in Salesforce; developing surveys based on knowledge assessments; working with internal agency knowledge managers, AskUSDA Contact Center personnel, CSRs, contractors, and other stakeholders to promote and optimize the usage of the USDA's knowledge assets; reviewing and analyzing knowledge articles used for dashboard reporting and ensure accuracy of reports; providing coaching and training that supports a knowledge management culture.

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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no education requirement for this position.

Additional information

• Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL): Visit the OPM website for information on how to apply as a CTAP or RPL eligible. To exercise selection priority for this vacancy, CTAP/RPL candidates must meet the basic eligibility requirements and all selective factors. CTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP applicants must receive a rating of at least 85 out of a possible 100.
• Farm Service Agency (FSA) County Employees: Permanent County employees without prior Federal tenure who are selected for a Civil Service position under Public Law 105-277 will be given a career-conditional appointment and must serve a 1-year probationary period.
• This position may be eligible to telework up to four days per week, based upon the duties of the position. This position may also be eligible for flexible work arrangements as determined by agency policy and any applicable collective bargaining agreements.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated based on your qualifications for this position as evidenced by the experience, education, and training you described in your application package, as well as the responses to the Assessment Questionnaire to determine the degree to which you possess the knowledge, skills, abilities and competencies listed below:

• Knowledge Management
• Communication and Coordination
• Data Tracking, Review, and Analysis
• Training

Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Applicants who meet the minimum qualification requirements and are determined to be among the best qualified candidates will be referred to the hiring manager for consideration. Noncompetitive candidates and applicants under some special hiring authorities need only meet minimum qualifications to be referred.

Note: If after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service.

Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the "Apply" button to the right.

To view the application form, visit: https://apply.usastaffing.gov/ViewQuestionnaire/12441169

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.
  
  • Resume that includes:1)personal information such as name, address, contact information;2)education;3)detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable);4)other qualifications.
  • Current and former Federal employees:
    
    • Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND
    • Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
  • Current permanent FSA County employees must submit your most recent non-award Notification of Personnel Action (SF-50) showing your highest grade (or promotion potential) held on a permanent basis, position title, series and grade AND most recent performance appraisal (dated within 18 months) per above.
  • Surplus or displaced employees eligible for CTAP or RPL priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
• How to Apply
  
  Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.
  
  Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement to be entered into the system prior to its closing.
  
  This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.
  
  To begin, click "Apply" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.
  
  NOTE: Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable.
  
  Agency contact information
  
  Teresa Thompson
  
  Phone
  
  202-260-8935
  
  Email
  
  teresa.thompson@usda.gov
  
  Address
  
  Departmental Administration
  
  1400 Independence Ave SW
  
  Washington, DC 20250
  
  US
  
  Next steps
  
  Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.
  
  You must choose to turn on email notifications in your USAJOBS profile if you want to receive important email notifications that may impact your applicant experience (e.g. If you start an application and do not submit it prior to the closing date, USAJOBS will send an email reminder that the closing date is approaching and your application is in an incomplete status).
  
  Multiple positions may be filled from this announcement.
  
  Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to USDA, OHRM, 1400 Independence Avenue, SW, Washington, DC 20250, subject line: Fair Chance Act.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.

• Resume that includes:1)personal information such as name, address, contact information;2)education;3)detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable);4)other qualifications.
• Current and former Federal employees:
  
  • Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND
  • Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
• Current permanent FSA County employees must submit your most recent non-award Notification of Personnel Action (SF-50) showing your highest grade (or promotion potential) held on a permanent basis, position title, series and grade AND most recent performance appraisal (dated within 18 months) per above.
• Surplus or displaced employees eligible for CTAP or RPL priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.

How to Apply

Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.

Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement to be entered into the system prior to its closing.

This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.

To begin, click "Apply" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.

NOTE: Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable.

Agency contact information

Teresa Thompson

Phone

202-260-8935

Email

teresa.thompson@usda.gov

Address

Departmental Administration

1400 Independence Ave SW

Washington, DC 20250

US

Next steps

Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.

You must choose to turn on email notifications in your USAJOBS profile if you want to receive important email notifications that may impact your applicant experience (e.g. If you start an application and do not submit it prior to the closing date, USAJOBS will send an email reminder that the closing date is approaching and your application is in an incomplete status).

Multiple positions may be filled from this announcement.

Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to USDA, OHRM, 1400 Independence Avenue, SW, Washington, DC 20250, subject line: Fair Chance Act.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request