INFORMATION TECHNOLOGY SPECIALIST (SUCCESS ENGINEER)

DCSA's Office of Customer Success seeks a Success Engineer to serve as a technical advisor and strategic partner for high-visibility customer and mission-partner portfolios aligned to specific DCSA systems and services. You will lead technical engagement, solution adoption, and cross-functional integration; assess customer needs; identify implementation gaps and adoption barriers; and recommend actions to improve system use, service delivery, customer readiness, and mission outcomes. As a INFORMATION TECHNOLOGY SPECIALIST (SUCCESS ENGINEER) you will be responsible for the following duties: • Serves as a senior technical advocate and technical translator within the Office of Customer Success (OCS), Enablement Division, bridging the gap between customer needs and DCSA technical capabilities for assigned enterprise portfolios, including NBIS, NI2, and other critical DCSA systems. • Supports Customer Executives, Account Managers, and customer-facing account teams by translating customer needs into detailed technical requirements and articulating those requirements to the appropriate DCSA technical and program stakeholders, identifying technical constraints and dependencies, and enabling more accurate alignment between customer expectations and DCSA technical solutions. • Leads proof-of-concept, pilot, and technical validation efforts across multiple stakeholders by assessing technical fit, configuring and validating use cases in test or demonstration environments, identifying integration and operational barriers, and helping ensure DCSA solutions are positioned to deploy correctly and demonstrate required value. • Explains system architectures, maps customer environments to DCSA solutions, reviews integration requirements, verifies application programming interface behavior, assesses configuration compatibility, evaluates interoperability considerations, tests technical workflows, and confirms deployment readiness criteria for assigned systems and portfolios. • Troubleshoots and helps resolve complex technical issues involving connectivity, configuration, APIs, identity and access dependencies, interoperability, and related operational factors affecting adoption, implementation, and customer success. • Coordinates with internal technical organizations, including system program offices, implementation teams, hosting and infrastructure teams, identity and access teams, help desk, operations and sustainment teams, and data and integration teams, to support technical planning, issue resolution, deployment readiness, and continuity of customer support. • Supports the full customer technical lifecycle, including pre-adoption technical enablement, onboarding and implementation activities during adoption, and post-deployment technical success and escalation management. The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See: https://www.opm.gov/policy-data-oversight/classification-qualifications/competency-based-policy/general-schedule/2200/2210-competency-based-policy/competency-based-qualification-standard/ for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 10/29/2026 Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position. You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GG-13) in the Federal service and are prepared to take on greater responsibility. Generally, this would include one year or more of such specialized experience. Specialized experience for this position includes: Supporting enterprise IT environment development and sustainment by applying knowledge of cloud and hosted applications; systems integration; application programming interfaces (APIs); identity, access, authentication, and authorization concepts; networking; cybersecurity principles; interoperability; data exchange; software deployment processes; or technical troubleshooting to translate customer needs into DCSA technical requirements and align stakeholders on technically supportable solutions. Assessing customer technical environments and requirements to identify technical constraints, dependencies, compatibility issues, or integration risks; clarify customer needs; and align those needs with technically supportable DCSA solutions and requirements. Conducting technical discovery; demonstrations; proof-of-concept and pilot activities; technical validation; deployment-readiness assessments; troubleshooting; or escalation support to facilitate shared understanding of technical requirements, solution capabilities, limitations, and implementation considerations. Translating customer technical needs into clear, actionable technical requirements for DCSA technical personnel, program stakeholders, or customer agencies to support effective coordination and mutual understanding. Explaining complex technical concepts, system capabilities, limitations, dependencies, or risks in plain language to customers and other non-technical audiences. Specifically you will be evaluated on the following competencies: Decision Making: Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change. Customer Service: Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Note: Clients and customers include any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government. Requirements Analysis: Knowledge of the principles and methods to identify, analyze, specify, design, and manage functional and infrastructure requirements; includes translating functional requirements into technical requirements used for logical design or presenting alternative technologies or approaches. Systems Integration: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components. Information Technology Test and Evaluation: Test, monitor and evaluate Information Technology technologies during design, development, procurement and/or implementation to ensure internal and external requirements are met. Leadership: Influences, motivates, and challenges others; adapts leadership styles to a variety of situations. In addition to meeting qualifications, your application package must reflect the applicable experience to meet the Individual Occupational Requirements for the 2210, series as listed below: Attention to Detail • Is thorough when performing work and conscientious about attending to detail. Customer Service • Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication • Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving • Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Substitution of education may not be used in lieu of specialized experience for this grade level.