Clarification from the agency

All U.S. Citizens - Current Career United States Postal Service Office of Inspector General, United States Postal Service and United States Postal Inspection Service, and Postal Regulatory Commission Employees will not be considered or selected from this vacancy announcement.

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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.

Candidates will be evaluated on the skills that they possess that are directly related to the duties of the position and the experience, education and training that indicate the applicant's ability to acquire the particular knowledge and skills needed to perform the duties of the position. Only those candidates who meet all qualification and eligibility requirements and who submit the required information by 11:59 PM EST on 10/14/2025 will be considered.

The USPS OIG uses a Pay Banding system, which is equivalent to the Federal GS scale. Grade and salary determinations will be made based upon a candidate's education and professional experience.

This position is being advertised at the Specialist Band level, equivalent to a GS-14. The salary range for this position is $142,488.00 - $185,234.00. The salary figures include locality pay.

Please note that the duties and responsibilities associated with this position may vary based upon the agency's needs at the time of hire. The following description of major duties and responsibilities is only intended to give applicants a general overview of the expectations.

• 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.

Conditions of employment

• Must be a U.S. citizen
• Must be able to pass a drug screening
• Must be able to pass a background investigation
• Must be able to obtain and maintain Moderate Background Investigation security clearance
• Must be able to obtain and maintain a government-issued credit card
• May be required to successfully complete a 12-month probationary period

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.

You will no longer be considered for this position if you receive a zero (0) rating on any evaluation factor.

Failure to demonstrate that you meet all evaluation factor requirements will result in a score of zero (0). Upon receipt of a zero score, you will be deemed "not minimally qualified," and you will not be referred for further consideration.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The Human Resources Office will review your resume and supporting documentation to ensure that you meet the minimum qualifications required for this position.

You will no longer be considered for this position if you:

• Receive a zero (0) rating on any evaluation factor
• Fail to attach all required documentation
• Submit a resume that exceeds the two-page limit
• If your application materials indicate that you are not minimally-qualified for this position
• If you fail to qualify on the interview

Only the top-rated candidates will be referred to a review official or the selecting official for further consideration. Top-rated applicants may be required to participate in an interview. Your rating may be further adjusted or rated as ineligible by the review official or the selecting official based on your interview performance. Once all applicant scores are finalized, the selecting official will make a final decision. NOTE: If you receive a zero (0) rating on any evaluation factor or on the interview, you will be considered NOT MINIMALLY QUALIFIED for the position and rated ineligible.

Applicants for this position may be interviewed one or more times as part of the hiring process. During interviews, applicants may not use any AI tool or virtual assistant (such as ChatGPT) to help them answer questions, except for accessibility tools used as part of a reasonable accommodation. Applicants who fail to follow these rules will be disqualified from the hiring process.