As an IT Specialist (Policy & Planning) at DMDC, you will lead enterprise infrastructure using ITIL and ITSM (ServiceNow) to resolve challenges, optimize services, and develop SLAs. Lead cross-functional teams, leverage analytics for improvement, and shape IT policies. You will advise senior leadership, manage strategic projects (agile/traditional), and architect IT solutions directly impacting Department of War (DoW) missions. As a IT Specialist (PLCYPLN) at the GS-2210-13 some of your typical work assignments may include: Resolves the complete range of problems within the scope of the IT infrastructure support and refers problems requiring highly specialized expertise to the appropriate IT specialty office. Also conducts trends analyses to identify areas where additional training and assistance is needed and initiating appropriate action, such as defining new training requirements. Consults with experts in other specialty areas to develop integrated action plans, issues technical bulletins via the intranet to inform customers of problems and to instruct them intaking necessary actions and develops and updates customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature. Reviews technical and design specifications; recommends changes as needed, to address customer support requirements; develops specifications for user instruction manuals based on customer's needs; and defines procedures for providing post-implementation support. Plans, implements, and manages problem management systems designed to effectively recognize, report, track, and resolve problems and evaluate the feasibility of adapting new methods to enhance customer satisfaction. Represents the infrastructure support branch and the IT Operations Division in planning for the installation and implementation of new systems, e.g., to upgrade to a new operating system and lead efforts to define post-implementation support requirements. Develops service level agreements (SLAs) that define requirements and expectations for the delivery of infrastructure support services and develops and implements performance criteria to ensure that requirements are achieved. Prepares and presents briefings to senior agency management on complex/ controversial IT problems and issues. Evaluates and makes recommendations concerning overall plans and proposals for complex agency IT projects impacting the accomplishment of DOD strategic directives, including new interpretations and recommendations for additional policies and interpretive guidance.

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