The position is located at the Bureau of the Fiscal Service, Information & Security Services, Service Operations Division, Operations Support Branch, responsible for providing specialized and technical IT services within service management including, but not limited to, Incident Management, Request Management, Problem Management, Knowledge Management, and Continual Service Improvement, providing expertise to support project teams.

Duties

PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. - Participate in Information Technology (IT) process development and enhancement projects and continuous service improvement activities. - Develop guidelines for process design and implementation of IT service management best practices. Participate in the selection, implementation, and configuration of IT service management and related tools.- Participate in setting the direction for all IT service management workflow. - Develop standards, operating procedures, and training material for IT service management process. Work with Service Line Owners and Process Owners to integrate Service Level Agreements and Service Level targets into IT processes. - Coordinate with ISS and Bureau budget and business management analyst on topics relating to Technology Business Management (TBM) and other financial planning activities. - Responsible for the calculation, production, and regular dissemination of metrics, specialized reports and recommendations to operational teams, management and senior management. Work with Branch Manager or Team Lead and Process Owners to define resource requirements for new or existing processes. Establish project organization structure and manages the process design teams.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. Specialized Experience: For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 level in the Federal service or equivalent in other public or private sectors, that is directly related to the position as listed in this announcement and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position is defined as: - Providing support/oversight to IT Service Management processes; AND - Providing technical development to the ServiceNow platform/application. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below. - Attention to Detail, such as developing detailed project plans in consultation with stakeholders. - Customer Service, such as coordinating regular quality assurance process reviews per customer requests. - Oral Communication, such as communicating system status to internal and external stakeholders. - Problem Solving, such as resolving work problems and issues with appropriate input. For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 level in the Federal service or equivalent in other public or private sectors, that is directly related to the position as listed in this announcement and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position is defined as: - Providing support/oversight to IT Service Management processes; OR - Providing technical development to the ServiceNow platform/application. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below. - Attention to Detail, such as coordinating the work and efforts of other employees to accomplish specific tasks. - Customer Service, such as determining if projected benefits have been achieved and the customer's expectations are being met. - Oral Communication, such as articulating assignments and deadlines to a team. - Problem Solving, such as anticipating problems and taking corrective action. OR You may substitute education for specialized experience as follows: - Ph.D. or equivalent doctoral degree, or - 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-12, you must have been at the GS-11 level for 52 weeks. For the GS-11, you must have been at the GS-09 level for 52 weeks.

Education

This job does not have an education qualification requirement.

Contacts

• Address
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]