IT Program Manager (Service Delivery)

Basic 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 Management Program and Project Management Client Relationship and Support Management IT 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://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.