Customer Engagement Supervisor (Information Management Specialist) – In-house Applicants Only
The U.S. Mission in Nairobi is seeking eligible and qualified applicants for the Customer Engagement Supervisor in the Diplomatic technology, Customer Engagement office.
Salary:(KES) KSh4,104,558 – (KES) KSh6,977,740/Per Year
Series/Grade:LE – 1805 – 10
Agency:Embassy Nairobi
Position Info:
Location:Nairobi, KE
Close Date:
(MM/DD/YYYY)12/11/2024
Duties
Job Overview
The Customer Engagement Supervisor (CES) is responsible for supporting all equipment, applications, and cloud services at Embassy Nairobi. As a senior member of the 17-person Information Systems Center, the CES provides leadership and guidance to agile teams, serving as a frequent technical project manager and lead.
Additional duties include managing SharePoint, Power Platforms, physical and virtual servers, routers, switches, cloud-based applications and services, mass data storage devices, virtual private network (VPN) connections, digital signage, audio-visual solutions, and various other hardware and software components.
Together, these provide access to one of the largest and most complex embassies in the world. The CES also manages all forms of computer peripherals and network host devices, such as workstations, providing technical expertise and support to all users, both locally and remotely.
As part of hardware management, the incumbent updates IT asset locations in the asset management system every time there is a location change. The CES creatively engineers and designs technical business solutions and advises on and directs procurements, including leading technical evaluations of vendors and products.
The incumbent continuously monitors and evaluates the life cycle of system components, upgrading and refreshing as necessary to optimize performance. The ITS continually learns and expands their skill set to stay abreast of new technology trends and supports new projects and technologies as they emerge.
The incumbent is key to cybersecurity, proactively maintaining, patching, and upgrading systems to avoid downtime and ensure data integrity. The position also promotes awareness of cybersecurity guidelines and policies through examples, user training, and consulting.
As the innovation lead, the incumbent works closely with users in understanding their requirements, analyzes current Department of State business processes, innovates and works closely with Business Process Solutions team in coming up with solutions.
The position is the champion of new innovations and solutions in the mission, providing and managing training opportunities for customers locally and regionally.
Qualifications and Evaluations
Requirements:
All selected candidates must be able to obtain and hold a:
- Police clearance certificate.
All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam. Selected candidate must be able to begin working within a reasonable period of time 12 weeks upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements:
A University degree in the field of computer science or information technology is required.Evaluations:
You will be evaluated against the qualifications and requirements in this vacancy announcement. You may be asked to complete a pre-employment language or skills test.
You must complete the application form and provide the required documents.
Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position. Qualifications:
Experience:
Minimum of five (5) years working in a technical position with LAN/WAN operations, management, administration, and direct customer support is required.
At least six months of supervisory experience is required.
Language:
English – Level 4 – Fluent; speaking/reading/writing,
Kiswahili- Level 3 – Good working knowledge; speaking, reading & writing
Job Knowledge:
Knowledge of capabilities and limitations of computer hardware and software. Working knowledge of applicable networking systems, cloud computing telecommunications, various operating system software, standard Microsoft Office application software, and hardware and software troubleshooting skills.
Cyber security, customer service, project management, and creative problem solving.
Skills And Abilities:
At least seven years windows OS admin and deployment, Microsoft administration, Office applications, and interpersonal skills. At least five years managing projects while coordinating, directing, and leading teams ranging from 3-9 people.
Benefits and Other Info
Benefits:Agency Benefits:
The U.S. Mission offers a competitive compensation and benefits package for local employees.
For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.Other Information:
HIRING PREFERENCE SELECTION PROCESS:
A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.
HIRING PREFERENCE ORDER
- Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
- AEFM / USEFM
- Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **
* IMPORTANT: US citizen Eligible Family Member (USEFM) applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, equivalent documentation, or certification.
A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant.
The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all FS employees on LWOP and CS with re-employment rights back to their agency or bureau.
For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.
ADDITIONAL EMPLOYMENT CONSIDERATIONS
The following apply to EFMs, USEFMs, and AEFMs only:
- Current employees who used a hiring preference to gain employment who are within their first 90 calendar days of employment are not eligible. This does not apply when the hiring mechanism is TEMP or the work schedule is intermittent or irregular.
- Candidates with a hiring preference who have already accepted a conditional offer of employment may NOT be extended a second conditional offer of employment unless and until they withdraw their candidacy for the first position in writing.
The following apply to Locally Employed (LE) staff only:
- Current employees serving a probationary period are not eligible.
- Current employees with an Overall Summary Rating of Needs Improvement, Unsatisfactory, or an MBC score of less than 100 points on their most recent Employee Performance Report are not eligible.
How to Apply
How to Apply:
Click the “Apply to This Vacancy” button at the top of the page to begin your application. For an instructional video on how to apply click here.
Please address all relevant experience, education, language skills (including English), and job-related skills or requirements in your application.
You may edit your application any time before the vacancy closing date. If you fail to submit a complete application by the vacancy closing date of this vacancy, then your application may be disqualified for this position.
For a copy of the complete position description, please contact the HR Office.
We foster a diverse, equitable, inclusive, and accessible workplace where employees can be themselves. We invite qualified applicants from all backgrounds to apply. Required Documents:
Please upload all applicable documents to your application. If you fail to submit a complete application, then your application may be disqualified for this position.
All Applicants:
- A university degree in the field of computer science or information technology
- Resume/CV
In addition, Eligible Family Member (EFM) Applicants must submit:
- Copy of Sponsor’s Travel Orders/Assignment Notification (or equivalent)
- Passport copy
- DD-214 – Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)
- SF-50 (if applicable)
Next Steps:
The HR Office will contact successful applicants. For more information on applying for jobs or employment with us, please visit the U.S. Mission website.
