Vacancy ID: 844395   Announcement Number: CIS-PJN-844395-OIT   USAJOBS Control Number: 338006100

Occupational/Assessment Questions:

Your responses to the on-line questionnaire must be supported by your resume.  Failure to do so may result in an ineligible rating.


1. There is a residency requirement for all applicants not currently employed by U.S. Citizenship and Immigration Services. This residency requirement states that candidates must have, for three of the last five years immediately prior to applying for this position(s); (1) resided in the United States; OR (2) worked for the United States Government as an employee overseas in a Federal or Military capacity; OR (3) been a dependent of a U.S. Federal or Military employee serving overseas. Do you meet these requirements?

A. Yes
B. No
C. The residency requirement does not apply to me because I am currently a U.S. Citizenship and Immigration Services employee.
D. No, however I do fall under the EXCEPTION of state-side coverage.  I understand that I must submit complete state-side coverage information required to make a suitability/security determination at a later time if deemed necessary.

The following questions will only be used to determine whether or not you meet the minimum qualification requirements for this position. You may wish to consult the vacancy announcement for a description of those requirements.

2. Which of the following statements best describes your experience?

A. I have at least one year of specialized experience equivalent to the GS-13 grade level leading quick-response teams in responding to customer service problems resulting from catastrophic events; issuing technical bulletins via the intranet to inform customers of problems and to instruct them in taking necessary actions; planning and coordinating actions with interagency infrastructure protection groups to ensure an integrated response to problems of a potentially extensive nature; managing special projects that have a significant impact on the delivery of customer support services; performing Information Technology Service Desk Management functions..
B. My experience does not meet the experience described above.

You must provide the position title(s) and dates of employment referenced in your resume that demonstrates the experience related to your response.

For each item, select the ONE response that most accurately describes your current level of experience and capability using the scale below.

A- I have no experience performing this work behavior.
B- I have limited experience in performing this work behavior. I have had exposure to this work behavior but would require additional guidance, instruction, or experience to perform it at a proficient level.
C- I have experience performing this work behavior across routine or predictable situations with minimal supervision or guidance.
D- I have performed this work behavior independently across a wide range of situations. I have assisted others in carrying out this work behavior. I seek guidance in carrying out this work behavior only in unusually complex situations.
E- I am considered an expert in carrying out this work behavior. I advise and instruct others in carrying out this work behavior on a regular basis. I am consulted by my colleagues and/or superiors to carry out this work behavior in unusually complex situations.

3. Issue technical bulletins.

4. Provide leadership and direction to enhance the effectiveness and efficiency of the end user services and support process.

5. Develop specifications for user instruction manuals.

6. Work with, understand, and evaluate technical information related to IT service desk management; and advise others on detailed technical issues associated with service desk management.

7. Provide IT related input to an annual budget.

8. Initiate and sustain customer outreach to pro-actively inform, manage expectations, and enhance perceptions that will successfully produce positive feedback from customers.

9. Coordinate, gather and analyze information, to influence and persuade individuals to accept and implement findings and recommendations.

10. Monitor expenditures to ensure cost-effective IT support and the prevention of fraud, waste, and abuse.

11. Participate in meetings, conferences and presentations informing customers about IT service desk issues related to scope, schedule, performance, risks, and to facilitate policy and procedure changes.

12. Communicate orally and in writing to individuals or groups, taking into account the audience and nature of the information conveyed.

13. Make clear and convincing presentations, listen effectively, and clarify information.

14. Consult with experts in other specialty areas to develop integrated action plans.

15. Develop and update policies/procedures for instruction manuals.

16. Motivate people to complete tasks, improve performance, work as a team, solve problems and manage change.

17. Perform IT service desk management operational support and problem resolution.

18. Inform customers of problems and instruct them in taking necessary corrective actions.

19. Resolve complaints from internal/external customers.

20. Identify and correct potential problems or errors in the service desk environment in order to minimize the impact on mission operations and delivery of successful customer service.

21. Provide service desk expertise and leadership in the planning, execution and oversight of customer services.

22. Exercise leadership skills to accomplish work through staff providing Tier-1 help desk services.

23. Coordinate, communicate and integrate IT activities of the service desk with cross-discipline partners in networking and security to ensure that the work effort achieves the outcome as specified within the business strategies.

24. Develop, coordinate and formulate internal and external program policy issues that affect organization operations; short- and long-term program missions, objectives, goals, schedules or operational initiatives as a result of new technology or changes in program, legislation and/or funding requirements.

25. Develop useful reports, presentations, and business case analysis that depict program improvements, operational status, contractual performance, and resource impacts.

26. As previously explained, your ratings in this Occupational Questionnaire are subject to evaluation and verification based on the documents and references you submit. Later steps in the selection process are specifically designed to verify your ratings. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency.

Please take this opportunity to review your ratings to ensure their accuracy. By agreeing to the statement below, you are confirming that you: 1) understand this warning, 2) have reviewed your responses to this questionnaire for accuracy, and 3) verify that your responses accurately describe your current level of experience and capability.

Failure to agree to this statement will disqualify you from further consideration for the position.

A. Yes, I verify that all of my responses to this questionnaire are true and accurate. I accept that if my supporting documentation and/or later steps in the selection process do not support one or more of my responses to the questionnaire that I may be removed from consideration.
B. No, I do not accept this agreement and/or I no longer wish to be considered for this position.