IT Program Manager (Service Delivery)

This position is located in the U.S. Department of Justice, Office of Justice Programs (OJP), Office of Administration (OA), Human Resources Division (HRD), Analytics and Systems Management Branch (ASMB). The Human Resources Division (HRD) is a talented team of strategists, analysts, recruiters, developers, and change agents leading cutting-edge initiatives to support the daily work life of OJP contributors.

Duties

• Serves 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 analyzes 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.

Salary

• $139,395 - $181,216/year

Conditions of Employment

• U.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
• Pre-employment drug testing required.
• 1-year probationary period may be required.
• Security Requirements: Non-Sensitive/Moderate Risk

Qualifications

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers 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 effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others 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.

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.

• 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.
• Oversees or assists with the design, programming, and/or technical support for ServiceNow Web-based initiatives.

Applicants who meet the basic entry and minimum qualification requirements 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

Education

There is no education requirement for this position.

Other Information

• This 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.
• 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.

Required Documents

REMINDER: ALL DOCUMENTS MUST BE RECEIVED BY 11:59 Eastern Time (Washington, D.C. time) ON 09/16/2024.

• Resume (To receive credit for experience, your employment history must be documented in month/year format (MM/YYYY), reflecting starting date and ending date and include the number of hours worked per week.)
• Veterans' Preference Documentation (if applicable).
• SF-50, Notification of Personnel Action (current and former federal employees).
• Performance Appraisal (for current federal employees).

How to Apply

To apply for this position, you must complete the online application and submit the supporting documentation specified in the Required Documents section above. A complete application package must be submitted by 11:59 PM (EST) on 09/16/2024.

To verify the status of your application, log into your USAJOBS account.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.