Information Technology Specialist (APPSW)

Full Job Description

This position is located in the Office of the Chief Information Officer (CIO), End User Services Office (EUSO), Service Desk Operations Division (SDOD).

The Chief Information Officer (CIO) is the principal advisor to the Under Secretary and Director on the application of information technology (IT) to support and improve the Agency's business processes.

The SDOD is responsible for enhancing and maintaining ServiceNow, which is used by more than 16,000+ employees.

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position.

You must meet all eligibility and qualifications requirements by the closing date of the job announcement.

OPM Qualifications Standards are available at Information Technology (IT) Management Series 2210 (Alternative A).

Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12.

Specialized experience for this GS-13 position includes: Experience leading end to end delivery of complex enterprise application software solutions (requirements, design, development, testing, deployment, and sustainment) using Agile/Scrum and DevSecOps practices, including CI/CD automation, containerization/orchestration, API/microservices architectures, and cloud platforms (e.g., AWS/Azure); and Experience planning and executing projects under technical and administrative supervision, coordinating cross functional stakeholders, optimizing performance and reliability, and resolving high impact defects across environments; and Experience interpreting and adapting Information Technology (IT) policies, standards, and security/compliance frameworks (e.g., NIST SP 800 53, FISMA, FedRAMP, Zero Trust principles) to novel or complex application software challenges.

Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13.

Specialized experience for this GS-14 position includes: Experience developing and sustaining ServiceNow ITSM solutions (Incident, Change, CMDB, Knowledge, SLA, Surveys, Employee Center, Process Mining) and leading Agile delivery teams; and Experience integrating ServiceNow with cloud and on prem systems using IntegrationHub, REST/SOAP, MID Server, and SSO/OAuth solutions; and Experience implementing ServiceNow AI and automation (Now Assist, Virtual Agent, AI Search, Predictive Intelligence) to improve triage, routing, and self-service; and Experience managing multiple IT projects and program governance; advising senior leadership and negotiating policy/roadmap decisions.

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below.

The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (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.

You will receive credit for all qualifying experience, including volunteer experience. Major Duties:

The physical worksite for this position is located in Alexandria, Virginia.

Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person.

Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year.

This is your next ideal career move if: You negotiate effectively with senior level management on complex issues that significantly influence mission critical ServiceNow ITSM and NowAssist AI on policies and programs.

You deploy and tune ServiceNow AI and automation features (Now Assist, Virtual Agent, AI Search, Predictive Intelligence) to automate workflows, reduce MTTR, increase self-service deflection, and produce operational analytics and technical guidance for stakeholders.

You oversee program management and governance for concurrent projects-integrate schedules/deliverables, manage lifecycle and benefits realization, negotiate complex issues with senior leadership, and provide expert technical advice and user support.

You design secure architectures; conduct risk assessments; implement identity and access controls (e.g., SSO, OAuth2/SAML).