This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of Administration (OA), Human Resources Division (HRD), Analytics and Systems Management Branch (ASMB). This position manages information and technology assets enterprise-wide to improve decision-making.

Duties

Serves as the Information Technology (IT) ServiceNow, service delivery program manager, technology expert, consultant, liaison, and solution provider in the Office of Justice Programs (OJP) and the Office of Administration (OA), Human Resource Division (HRD). Manages the OA service delivery program via the ServiceNow platform which has high complexity and risk, such as agency-wide system integrations that include large-scale enterprise resource planning. Serves as the single point of contact for IT services underpinning OA's ServiceNow, service delivery, supporting a broad range of business resources, facilities management, inventory management, human resources, and acquisitions services in order to meet expected customer business outcomes in support of the OA mission. Ensures the ServiceNow system is structured to resolve customer service requests quickly and efficiently. Identifies and resolves ServiceNow products or issues that affect and impact an agencies service delivery, in order to improve customer experiences. Provides technical guidance and ServiceNow solutions to business units relating to current and emerging information technology.

Requirements

• U.S. Citizenship required.
• Subject to background/suitability investigation/determination.
• Federal payments are required to be made by Direct Deposit.
• Requires registration for the Selective Service. Visit www.sss.gov.
• Pre-employment drug testing required.
• 1-year probationary period may be required.
• Confidential Financial Disclosure may be required
• Security Requirements: Non-Sensitive/Moderate Risk
• Must obtain and maintain the Federal Acquisition Certification for Contracting Officer’s Representatives (FAC-COR).

Qualifications

Basic Entry Requirements: 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. Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-13 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: Develops end-to-end life-cycle automation of Federal Human Resources (HR) workflows in ServiceNow Human Resources Service Delivery (HRSD), encompassing the entire spectrum from Recruitment and Hiring to Onboarding and Offboarding processes. Develops policies, guidelines, and/or standards for the planning, development, integration, implementation, and evaluation of ServiceNow features, workflows, and/or modules that meet overall information needs of multiple major organizational units. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Customer Service Problem Solving Information Technology Program Management Project Management Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.

Education

There is no education requirement for this position.

Contacts

• Address Office of Justice Programs DO NOT MAIL Washington, DC 20531 US
• Name: Jessica Harman
• Phone: 202-856-8521
• Email: [email protected]