Duties
Direct OPM HRS User Support services aligned to agency needs, priorities, and OPM's enterprise human capital mission.
Coordinate HRS, OCIO, and agency partners to resolve issues, communicate priorities, and shape product roadmaps.
Manage HRIT user support projects from planning through release, including workflows, automations, permissions, testing, and help content.
Lead interdisciplinary teams using customer feedback, business analysis, and human-centered design to address stakeholder needs.
Supervise federal staff and contractors by assigning work, setting standards, coaching employees, approving actions, and ensuring performance quality.
Analyze user experience data to identify trends, recommend system improvements, and support Section 508 compliance.
Direct help desk operations by ensuring issue resolution, accurate ticketing, SOP development, trend analysis, and outage communications.
Oversee support content and communications by managing reviews, SME coordination, version control, repository access, and content metrics.
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