UNCLASSIFIED
UNCLASSIFIED

Office of the Director of National Intelligence Seal

14550 - Customer Engagement Officer, NCTC/DI/PSPG - GS-12

ODNI-18-0424U
ODNI
GG/GS-12
Virginia-Northern Virginia
2/19/2018

Component Mission

The National Counterterrorism Center (NCTC) leads our nation's effort to combat terrorism at home and abroad by analyzing the threat, sharing that information with our partners, and integrating all instruments of national power to ensure unity of effort. The Center serves as the primary organization in the United States Government (USG) for analyzing and integrating all intelligence possessed or acquired by the USG pertaining to terrorism and counterterrorism, and its Director serves as the Counterterrorism Mission Manager. NCTC also serves as the central and shared knowledge bank on known and suspected terrorists and international terrorist groups, as well as their goals, strategies, capabilities, and networks of contacts and support. In addition, NCTC conducts strategic operational planning for counterterrorism activities, coordinating and integrating the efforts of departments and agencies across the Federal Government.

Major Duties and Responsibilities (MDRs)

• Identify and assess customers' needs to achieve satisfaction; serve as the focal point for questions regarding NCTC's CURRENT websites on JWICS and SIPRnet and the DI's Analytic Production Tracker (APT) application; manage a steady stream of incoming calls, emails, and other system notifications regarding customer inquiries.

• Maintain approver lists, access control records, and user account privileges for CURRENT and APT; work with PSPG leadership and NCTC's Office of Mission Systems (MS) to enhance related information technology capabilities.

• Review and update, as needed, CURRENT and APT user assistance guides and Standard Operating Procedures; provide training and technical briefings on system usage, search engines, posting capabilities, access request processes, etc.

• Help compile and distribute customer feedback on DI products and PSPG services; assist with the development and assembly of re-occurring status reports illustrating DI production statistics and PSPG business process metrics.

• Build sustainable relationships and trust with key stakeholders and customers through open and interactive communication; provide accurate and complete information during engagement, deliver appropriate solutions and alternatives within the time limits, and follow-up to ensure resolution.

• Coordinate operational and administrative matters, review and investigate issues, and recommend solutions and options; maintain situational awareness of issues affecting organizational equities and the status of multiple projects.

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Mandatory and Educational Requirements

• Excellent communication skills, both oral and written.

• Strong representational and interpersonal skills and sound judgment.

• Initiative and ability to work and collaborate across organizational lines.

• Ability to multi-task, prioritize, and manage time effectively.

• Working knowledge of IC information management security, storage, and classification guidelines.

Desired Requirements

• Familiarity of NCTC CURRENT website and DI's APT application.

• Previous experience in customer service, communications, program management, or similar field.

Current Federal Employees Applying for a Detail Assignment:

Applicants from federal agencies within the Intelligence Community (IC) may be considered for this position as a reimbursable detailee, if endorsed by the employing agency. Applicants must have current TS/SCI clearances with polygraph or have the ability to obtain one. The ODNI does not conduct polygraphs or provide security clearances for detailees. Applicants from within the IC must submit an application through the classified IC Joint Duty Program website.

Applicants from federal agencies outside the IC must provide:

a. WRITTEN ENDORSEMENT from the employing agency concurring with the detail.

b. RESUME: Applicants are encouraged to carefully review the vacancy announcement, particularly the MDRs, and construct their resume to highlight their most significant experience and qualifications relevant to this job opportunity.

c. PERFORMANCE EVALUATIONS: Applicants are required to provide their two most recent performance evaluations. A justification is required if the applicant is unable to provide the two most recent evaluations.

d. VACANCY NUMBER: Reference the vacancy number in the subject line of the email and on each document submitted.

e. CURRENT SF-50: Federal Government employees must provide an SF-50, "Notification of Personnel Action" to verify current federal status, position, title, grade, and organization of record.

WHERE TO SUBMIT: Applications should be sent to either DNI-MSD-HR-RR-Team_C_WMA@dni.ic.gov (classified email system) or Recruitment_TeamC@dni.gov (unclassified email system). Applicants submitting via JWICS are requested to submit their materials to both saksdav@dni.ic.gov (David S.) and faulkti@dni.ic.gov (Tiffany F.) in lieu of the group address above. All attachments should be in Microsoft Word or Adobe PDF format.

Applications submitted through the classified email system should NOT contain classified information above the TS//SI/TK//NOFORN level.

All Applicants:

APPLICATION PACKAGES MUST CONTAIN ALL ITEMS LISTED ABOVE. AN INCOMPLETE APPLICATION PACKAGE WILL BE INELIGIBLE FOR CONSIDERATION.

Your application MUST be received by midnight on the closing date of this announcement. Applications received after the closing date will NOT be eligible for consideration.

To verify receipt of your application package ONLY, you may call 703-275-3955.

Job Interview Travel: Candidates from outside the Washington, D.C., area may be selected for a telephone, teleconference, or in-person interview. If selected for an in-person interview, any travel or lodging will be at the applicant's personal expense.

What To Expect Next

The most highly qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 30 days of the closing date of this announcement. Due to the large number of applications received, applicants will be contacted ONLY if they have been selected for an interview.

Other Information

The ODNI is an equal opportunity employer and abides by applicable employment laws and regulations.

REASONABLE ACCOMMODATIONS FOR PERSONS WITH DISABILITIES: The ODNI provides reasonable accommodations to otherwise qualified applicants with disabilities. IF YOU NEED A REASONABLE ACCOMMODATION for any part of the application and hiring process, please notify the Intelligence Community Equal Employment Opportunity and Diversity Office Representative by classified email at DNI-EEOD-RA-ACF@exchange.cia.ic.gov, by unclassified email at DNI-EEOD@dni.gov, by telephone at 301-243-0704 or by FAX at 301-243-1200. Your request for reasonable accommodation will be addressed on a case-by-case basis. PLEASE DO NOT SUBMIT YOUR APPLICATION TO THE EEOD EMAIL ADDRESS. THIS EMAIL IS FOR REASONABLE ACCOMMODATION REQUESTS ONLY. PLEASE SUBMIT YOUR APPLICATION VIA THE EMAIL ADDRESS PROVIDED IN THE 'HOW TO APPLY' SECTION ABOVE.

APPLICATION PROCESS:
1. IC employees must apply by the vacancy close date. The IC employee application should include the following...
a. A brief (two-page limit) candidate resume or biographical summary.
b. A short narrative describing the applicant's qualifications (general and specific) for the joint duty rotational assignment.

2. Consistent with IC Standard 601-1, IC employees must be nominated by their employing (home) element within 10 days of the vacancy close date in order to be considered by the gaining element. Please contact your employing element's Joint Duty Program Office for nomination procedures as some agencies may require written supervisory endorsement at the time of application. IC Element Joint Duty Program Office contact info can be found at: https://jointduty.dni.ic.gov/Contacts.aspx

Any application sent directly by an IC employee to the gaining element will not be considered.

14550
1/23/2018
2/7/2018
ODNI Recruitment Team C
703-275-3955
Recruitment_TeamC@dni.gov




Analysis & Production
FullPerformance
GG/GS-12
GG/GS-11
McLean, VA
0-25%
24
REIMBURSABLE
TOP SECRET//SCI
CI

UNCLASSIFIED
UNCLASSIFIED