Information Technology Specialist (APPSW)

Summary This position is located in the Office of the Chief Information Officer (CIO), End User Services Office (EUSO), Service Desk Operations Division (SDOD). The Chief Information Officer (CIO) is the principal advisor to the Under Secretary and Director on the application of information technology (IT) to support and improve the Agency's business processes. The SDOD is responsible for enhancing and maintaining ServiceNow, which is used by more than 16,000+ employees. Duties The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. This is your next ideal career move if: You negotiate effectively with senior level management on complex issues that significantly influence mission critical ServiceNow ITSM and NowAssist AI on policies and programs. You deploy and tune ServiceNow AI and automation features (Now Assist, Virtual Agent, AI Search, Predictive Intelligence) to automate workflows, reduce MTTR, increase self-service deflection, and produce operational analytics and technical guidance for stakeholders. You oversee program management and governance for concurrent projects-integrate schedules/deliverables, manage lifecycle and benefits realization, negotiate complex issues with senior leadership, and provide expert technical advice and user support. You design secure architectures; conduct risk assessments; implement identity and access controls (e.g., SSO, OAuth2/SAML). Requirements Conditions of employment Applications will only be accepted from United States Citizens and Nationals. Your resume and question responses must demonstrate the job-related competencies. You must meet the definition of specialized experience. You are required to pass a background investigation and fingerprint check. Must be registered for Selective Service, if applicable (www.sss.gov). If selected, you may be required to complete a one year probationary period. You must meet all qualification requirements upon the closing date of this announcement. You must be suitable for Federal Employment. Qualifications You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Information Technology (IT) Management Series 2210 (Alternative A).Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12. Specialized experience for this GS-13 position includes: Experience leading end to end delivery of complex enterprise application software solutions (requirements, design, development, testing, deployment, and sustainment) using Agile/Scrum and DevSecOps practices, including CI/CD automation, containerization/orchestration, API/microservices architectures, and cloud platforms (e.g., AWS/Azure); and Experience planning and executing projects under technical and administrative supervision, coordinating cross functional stakeholders, optimizing performance and reliability, and resolving high impact defects across environments; and Experience interpreting and adapting Information Technology (IT) policies, standards, and security/compliance frameworks (e.g., NIST SP 800 53, FISMA, FedRAMP, Zero Trust principles) to novel or complex application software challenges. Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13. Specialized experience for this GS-14 position includes: Experience developing and sustaining ServiceNow ITSM solutions (Incident, Change, CMDB, Knowledge, SLA, Surveys, Employee Center, Process Mining) and leading Agile delivery teams; and Experience integrating ServiceNow with cloud and on prem systems using IntegrationHub, REST/SOAP, MID Server, and SSO/OAuth solutions; and Experience implementing ServiceNow AI and automation (Now Assist, Virtual Agent, AI Search, Predictive Intelligence) to improve triage, routing, and self-service; and Experience managing multiple IT projects and program governance; advising senior leadership and negotiating policy/roadmap decisions. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Education may not be substituted for specialized experience at this grade level. Additional information If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Non Bargaining Unit position. This is a Public Trust position and has a risk level designation of "Moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the 'Required Documents' section of this announcement. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. USPTO Job Applicants requiring reasonable accommodation for any part of the application and hiring process should request accommodation(s) from the USPTO at USPTO Reasonable Accommodation. The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including sexual orientation), national origin, political affiliation, marital status, disability, genetic information, age, pregnancy, childbirth, or related medical conditions, retaliation for engaging in protected activity, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity via email ([email protected]) or phone (571-272-8292). Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits 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. Review our 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.