Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-11 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: 1) Managing day-to-day higher education support center operations, while utilizing technologies to ensure the delivery of support services (i.e. salesforce service console, and/or education data architecture); 2) Developing comprehensive staff handbooks, standard operating procedures (SOPs) and knowledge management (KM) articles designed to standardize operational workflows; 3) Employing a data-informed support center to include long-range planning and a personnel management; 4) Conducting research and data analysis to create strategic reports, policy briefs, or technical solutions that resolve complex operational issues; and 5) Managing staff by establishing performance priorities, distributing work assignments across multiple workflows, and providing documented feedback or evaluations to achieve organizational end goals. Additional qualification information can be found from the following Office of Personnel Management web site: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=List-by-Occupational-Series Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.