IT PROGRAM MANAGER (SERVICE DELIVERY)

DutiesServes as an IT Program Manager (Service Delivery) within 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).Manages the customer relationship management program across multiple solutions within OA and analyzing systems, processes, and customer needs to implement agile programs and practices aimed at improving customer experience and implementation strategies.Acts as a technical expert in cloud services, overseeing operations, automation, and integration to enhance processes and support emerging technologies.Develops user interfaces, automates flows, creates reports and dashboards, manages knowledge management, develops and publishes content, and manages campaigns in ServiceNow.Serves as the single point of contact for IT services essential to OA's service delivery, supporting various business resources, facilities management, inventory management, human resources, and acquisitions services to achieve expected customer business outcomes in alignment with the OA mission.Oversees the OA service delivery program using the ServiceNow platform, managing complex, high-risk projects such as agency-wide system integrations and large-scale enterprise resource planning.Manages cloud and IT strategy, including partnerships, automation, and use of cloud service models, while ensuring best practices and continuous improvement. Manages high-complexity or high-risk IT projects, such as integrating agency-wide systems, including large-scale enterprise resource planning.Requirements Conditions of EmploymentU.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.Security Requirements: Non-Sensitive/Moderate Risk QualificationsBasic 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 user interfaces, automates flows, creates reports and dashboards, manages knowledge management, develops and publishes content, and manages campaigns in ServiceNow.Develops policies, guidelines, and/or standards for planning, developing, integrating, implementing, and/or evaluating ServiceNow features, workflows, and modules.Enhances service delivery via ServiceNow by evaluating customer care practices and resolving issues to improve client support.Oversee or assists with the design, programming, and/or technical support for ServiceNow Web-based initiatives.Technical Qualifications:
Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications:Platform Services Implementation and ManagementProgram and Project ManagementClient Relationship and Support ManagementIT and Software Development
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://
All qualification requirements must be met by the closing date of this announcement.
Education
There is no education requirement for this position.
Additional informationThis position may be eligible for telework per agency policy.OJP offers opportunities for flexible work schedules.Recruitment incentives may not be authorized.This vacancy announcement may be used to fill additional vacancies.Please do not indicate current or former position salary in your application or resume.As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.This position has a duty station of Washington, D.C. The selectee will be required to physically report to the OJP office building at least four (4) days per bi-weekly pay period and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy. Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.For All U.S. Citizens: Your application will be evaluated and rated under DOJ's Category Rating and Selection Procedures. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are basically qualified for this job, your resume and supporting documentation will be compared to your responses on the online assessment questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. Your application will then be placed in one of three categories: Best Qualified, Highly Qualified, or Qualified. Names of all candidates in the best qualified category will be sent to the hiring official for employment consideration. Candidates within the best qualified category who are eligible for veterans preference will receive selection priority over non-veteran preference eligibles.For Status/Merit Promotion/VEOA candidates: Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on the announcement. If you are basically qualified for this job, your resume and supporting documentation will be compared to your responses on the online assessment questionnaire. If you rate yourself higher than is supported by your resume and application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.For Interagency Career Transition Assistance Plan (ICTAP)/Career Transition Assistance Plan (CTAP) applicants: The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, or if your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP/CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. Under merit promotion procedures, to be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. Under category rating procedures, you must satisfy all qualification requirements for the vacant position and rate equivalent to the Highly Qualified or better category using established category rating criteria.