Information Technology (IT) Specialist - IT Service Management (itsm)

Information Technology Specialist - It Service Management

This announcement provides the opportunity for a reassignment/promotion to the Information Technology (IT) Specialist - IT Service Management (ITSM) position in the Office of Chief Information Officer (CIO) located in Arlington, VA. Bring your skills and voice to our team! The successful candidate will serve as the expert technical authority responsible for driving IT service management excellence by offering expertise and guidance on IT best practices, in support and management of the OIG's ITSM solution. The candidate will be responsible for the design, development, modification, testing, installation, integration, implementation, and documentation, in support of new or existing ITSM software.

Lead the design, development, and implementation of IT-aligned processes across ITSM (incident management, change management, problem management, service request fulfillment, etc.). Provide expert advice on ITSM processes, frameworks, and methodologies to manage the delivery of IT services to meet business needs. Implement IT processes within an ITSM platform, ensuring adherence to best practices and policies, as well as compliance with industry standards and regulatory requirements. Responsible for configuring, administering, and maintaining an ITSM platform, including security management of user roles and access controls to enhance the effectiveness and efficiency of platform. Lead and provide technical support and troubleshoot ITSM related issues. Author and maintain comprehensive documentation on ITSM processes and configurations. Author and deliver training sessions to end-users and IT staff on ITSM functionalities and IT processes. Integrate ITSM platform with other IT systems, data sources, and tools, ensuring seamless data flow and process automation. Stay current with new features and updates in the ITSM platform, applying relevant enhancements to improve IT services delivery. Collaborate with stakeholders to gather/define business requirements and translate into technical specifications needed to develop solutions. Strong interpersonal and communications skills in proposing designs and progress on assignments to customers, team leads, and team members. Support cross-functional project teams consisting of application development, IT operations, and information security. Multi-task effectively between projects, utilizing Agile project methodologies and processes. Excellent oral and written communication skills, with the ability to clearly present complex technical concepts to both technical and non-technical audiences.

Requirements

Conditions of Employment

Qualifications

MINIMUM QUALIFICATIONS You must meet ALL of the minimum qualifications listed below.

• Bachelor's degree in computer science, information systems, or related discipline from an accredited college or university AND At least 7 years of specialized experience in the Information Technology (IT) field responsible for IT Service Management (ITSM); design, documentation, development, modification, testing, installation, integration, implementation, and support of ITSM software AND At least 5 years of ServiceNow ITSM experience in a development or consulting role AND Must have Certifications in: ServiceNow Certified System Administrator ServiceNow Certified Application Developer
• DESIRABLE QUALIFICATIONS Advanced degree in Information Technology Systems or related field. Proficiency in utilizing Microsoft Azure DevOps for planning, tracking, and managing agile projects. Experienced in developing solutions using Dynamics 365 and Power Platform suite of tools (Power Apps, Power Automate, Power BI and Dataverse) in an Azure environment. Experience with PowerApps integration with Azure API Apps, Azure Logic apps, Azure Functions and REST services.

EVALUATION FACTORS You must have the experience, knowledge and skills as listed in EACH of the evaluation factors. Failure to demonstrate that you meet all of the evaluation factor requirements as listed below will result in a score of zero (0); an ineligible status, and you will not be referred for further consideration. Include your major accomplishments relevant to the position requirements in your resume. Demonstrated applied knowledge and practical experience on ITSM framework and its implementation within an ITSM platform, ensuring alignment with industry standards. Performed business process analysis to identify service improvements and translating business requirements to form effective and scalable ITSM technical requirements, with a focus on usability, performance, and alignment with organizational goals. Demonstrated experience configuring, administering, and supporting ServiceNow ITSM applications, including Incident, Problem, Change, CMDB and Service Request Management. Proficient in creating and managing workflows, forms, reports, and automating processes within the platform. Experience integrating ServiceNow with external systems and tools and implementing automated workflows to enhance service efficiency and data consistency. Proven experience working within Agile development environments, including the ability to develop, review, and deliver SDLC work products and artifacts.

Education Education must be accredited by an institution recognized by the U.S. Department of Education. Applicants can verify accreditation here.

Special Instructions for Candidates with Foreign Education: Education completed outside the United States must be deemed equivalent to that gained in U.S. education programs. You must submit all necessary documents to a private U.S. credential evaluation service to interpret equivalency of your education against courses given in U.S. accredited colleges and universities.

Additional Information Pay is only part of the compensation you will earn working for the USPS OIG. We offer a broad array of benefits programs: As a result of the passage of the Postal Service Reform Act of 2022 (PSRA), USPS employees (including USPS OIG) and retirees will transition from the Federal Employees Health Benefits (FEHB) Program to the Postal Service Health Benefits (PSHB) Program effective January 1, 2025. Detailed information about eligibility and enrollment will be provided upon hiring. For more information, visit the Postal Service Health Benefits (PSHB) Program website. We offer Health, Dental, Vision, Life and Long-Term Care Insurances with Flexible Spending options as well. For more information about these programs visit: . Retirement and Thrift Savings. For more information about these programs see and tsp.gov/. Flexible Work Schedules. USPS OIG offers a range of family-friendly flexibilities including flexible work schedules, telework and employee assistance programs. Leave and Holidays. In addition to eleven (11) paid holidays each year, you will earn thirteen (13) days of paid sick leave and thirteen (13) to twenty-six (26) paid vacation days each year depending on your years of service. Fair Labor Standards Act (FLSA) Status: Exempt (Nonexempt employees are entitled to overtime pay; Exempt employees are not). This agency provides Reasonable Accommodations to applicants with disabilities. If you require accommodations for any part of the application and/or hiring process, please send an email to jobs@uspsoig.gov. The decision on granting an accommodation request will be made on a case-by-case basis. For further information, please refer to our website.