Clarification from the agency

This vacancy announcement is open to applicants who currently live in the Washington, D.C. or San Antonio, TX commuting area, and to current employees of the federal judiciary nationwide (AO and U.S. Courts). The actual salary will be based on the geographic location of the individual selected for this position.

The Administrative Office of the U.S. Courts, Systems Development and Support Office (SDSO) is seeking a subject matter expert Information Technology Specialist (IT Service Management Engineer) to join its team.

The IT Service Management (ITSM) Engineer is responsible for designing and implementing new modules of the ITSM ServiceNow solution, supporting the adoption of a cloud-based environment by courts and AO program offices. The ITSM Engineer has technical oversight to govern, configure, implement, and assist the Judiciary leverage a standardized ITSM platform. The incumbent is a customer-focused and skilled IT professional with the experience and ability to architect, design, develop, and deliver solutions to complex business problems through technology and innovation.

The ideal candidate has excellent analytical, problem-solving, and communication skills; the ability to work independently and as part of a team in a dynamic environment; and adeptness in working with stakeholders to understand business requirements and provide technical solutions.

Duties include, but are not limited to, the following:

1. Installing, maintaining, and upgrading Ivanti Heat and ServiceNow ITSM platforms to meet Judiciary requirements.
2. Contributing to roadmap and strategy presentations that align to organizational goals and resources.
3. Advising senior leadership on ServiceNow implementation strategy and governance structure.
4. Participating in the full software development lifecycle using agile methodologies.
5. Facilitating between SDSO and ServiceNow process owners and stakeholders, including working with process owners and business stakeholders to translate business requirements into functional requirements and proposing resolution and design suggestions.
6. Work with process owners across IT infrastructure library process groups to manage ServiceNow changes to implement continuous improvements.
7. Promoting ServiceNow and IT infrastructure library process best practices across various business groups.
8. Working with application owners to update workflow tasks and approvals for automated processes.
9. Developing JavaScript programs and workflows to enhance IT service requests in Service Request Management module.
10. Designing and configurating IT, customer, and employee workflows for multiple change types as required by the Change Advisory Board requirements as part of the Change Management modules.
11. Designing ServiceNow reports to enhance performance monitoring of support teams.
12. Developing user interfaces, including configuring and maintaining forms, lists, views, UI policy, UI scripts, UI actions, view rules, welcome page content, map pages, and other UI elements for ServiceNow modules.
13. Configuring email notifications and alerts to advise users about specific activities in the system.
14. Developing probes and sensors to update the configuration management database through ServiceNow Discovery.
15. Supporting reported implementation and performance issues on the ServiceNow platform.
16. Performing environmental promotional activities from dev to test, stage, and production.
17. Creating monthly metric reports for IT management teams and assisting with scheduling data exports to application owners.
18. Automating service catalog maintenance.
19. Integrating ServiceNow with Office 365, BMC Remedy, Atlassian, and other on-premises or cloud applications.

Conditions of employment

CONDITIONS OF EMPLOYMENT

1. All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
2. Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.
3. All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
4. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.
5. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.
6. You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.
7. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.

Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience must demonstrate ALL areas defined below:

• Integrating ServiceNow Platform with Office 365, BMC, Atlassian, and other on-premises or cloud applications.
• Working with process owners to schedule jobs, events, and triggers to manage business needs and handle background work.
• Managing organizational change efforts across the configuration, customer, fulfiller, user, and approver communities

• Project Management Professional (PMP)
• Information Technology Infrastructure Library (ITIL v4 or v3 foundations)
• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)

How you will be evaluated

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

We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.

You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.