As an IT Program Manager within the Agency Service Management Office, you will support the Chief to ensure customer value by delivering transparent, streamlined, and consistent end-to-end IT Services through standard, integrated process flows and continual improvement activities. You will develop and utilize information technology service management practices to meet Federal, NASA, and OCIO goals on managing IT as a strategic resource and managing risks to NASA IT systems, networks, and data.

Duties

Supports the Service Management Office (SMO) Chief and oversees SMO office functions to ensure effective Information Technology Service Management (ITSM) Process standardization. Develops and manages Information Technology service delivery using Information Technology Infrastructure Library (ITIL) framework and provides guidance to key vendors on SMO process standards and service delivery expectations. Ensures Service standards and policies, best-practices, and resource development for key SMO functional areas. Manages the integrated Service Portfolio and IT service catalog and process, in collaboration with Office of Chief Information Office (OCIO) Service Lines, Centers, and other Agency Level Offices. Implements ITIL Framework v3/v4 and applies the NIST Risk Management Framework (RMF) to manage IT risk per NIST SP 800-37 publication. Manages, controls, and provides administrative and technical oversight necessary for accomplishing the work of the organization. Participates as voting member on OCIO leadership boards, service line boards, and working groups as required. Oversees ITSM training and awareness program and ensures overarching ITSM continual process improvement. Integrates Service Management Office functions and facilitates Service Management Office Team mentoring. Fosters a culture of engagement, diversity, inclusiveness, excellence and innovation. Champions NASA's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes commitment to safety, integrity, and teamwork.

Requirements

• Current Federal employees must meet qualifications, time in grade, and 90 days after competitive appointment requirements by the closing date of the announcement.
• Financial Disclosure, Drug Testing, Bargaining Unit, and/or the Travel Requirements for this position may differ and be required based on the duty location/NASA Center requirements.
• Position subject to pre-employment background investigation or higher-level clearance. Investigation/Clearance may differ and be required based on the duty location/NASA Center requirements.
• Selected applicant(s) must be assigned to a duty location listed on the announcement.

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. To qualify for GS-15, you must have one year of directly related specialized experience equivalent to the GS-14 level: Guiding, developing, leading, or transforming IT Service Management processes and associated tools to foster an effective delivery environment and operational capability across products and services; Managing the ServiceNow Information Technology Service Management (ITSM) implementation to meet requirements within established cost and schedule and resolving critical risks related to final ServiceNow ITSM delivery; Building and guiding the community of IT service management professionals to establish a community of skilled professionals addressing ITSM processes and functions across the Office of the Chief Information Officer's scope of responsibilities. AND IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies 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. Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job. NASA prohibits the use of artificial intelligence (AI) or AI-assisted tool in drafting application and assessment responses. Please visit https://www.nasa.gov/careers/how-to-apply/#Artificial-Intelligence to review NASA's guidance on the use of AI tools during the application process.

Education

This job does not have an education qualification requirement.

Contacts

• Address NASA Headquarters 300 E St SW Washington, DC 20546 US
• Name: NASA Shared Services Contact Center
• Phone: 1-877-677-2123
• Email: [email protected]