Information Technology Specialist

Washington, D.C
May 06, 2021
May 14, 2021
Full Time


This position is located in the Applications Platform Branch (APB) within the Software Infrastructure Division (SID) of the Systems Deployment and Support Office (SDSO), Department of Technology Services.
Learn more about this agency


The Systems Development and Support Office (SDSO) is deploying the ServiceNow platform for the Administrative Office of the U.S. Courts (AOUSC). The ServiceNow Architect role is a subject matter expert that has technical oversight to govern, configure, implement, and assist the Judiciary to leverage the ServiceNow platform. This role is critical in supporting the adoption of a cloud-based environment by courts and several AO program offices. This role will report to the Chief of the Applications Platform Branch (APB) within the Software Infrastructure Division (SID) of SDSO.

Duties may include, but are not limited to the following:
  • Installing ServiceNow instance core setup and configuration that meet the Judiciary's requirements.
  • Contributing to roadmap and strategy presentations that align with organizational goals and resources.
  • Participating in the full Software Development Life Cycle (SDLC) requirements which include gathering, analysis, design and coding, testing, training, and operational support using agile methodologies.
  • Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.
  • Designing solutions to enhance IT service requests in the Service Request Management module by developing JavaScript programs and workflows.
  • Providing support to any implementation and performance issues reported on the ServiceNow platform.
  • Performing design and configuration of IT, customer, and employee workflows for multiple types of changes as per the Change Advisory Board requirements as part of the Change Management modules.
  • Performing configuration of email notifications and alerts to notify users about specific activities in the system.
  • Developing probes and sensors to update the Configuration Management Database (CMDB) through ServiceNow Discovery.
  • Developing User Interfaces (UI) to configure and maintain forms, lists, views, UI policy, UI scripts, UI actions, view rules, welcome page content, map pages, and other UI elements for ServiceNow modules.
  • Performing environmental promotional activities from development to staging and testing.
  • Creating monthly metric reports for IT management teams and assisting with scheduling data exports to application owners.
  • Designing various ServiceNow reports for enhancing higher-level management to monitor the performance of various support teams.
  • Working with application owners to update workflow tasks and approvals for automated processes.
  • Suggesting best practices of ServiceNow and ITIL processes across various business groups.
  • Automating maintenance of the service catalog.
  • Working with process owners across all ITIL process groups to manage any ServiceNow changes necessary to implement any continuous improvements needed.

  • Travel Required

    Not required

    Supervisory status

    Promotion Potential


    Conditions of Employment

  • 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.
  • 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 Administrative Office of the US Courts. In instances where non-citizens are considered for hire into temporary or any other position with non competitive status or when it is confirmed by the AO's Human Resources Office that 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 United States and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at . 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 .
  • All new AO employees will be required to complete a FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
  • All new AO employees must identify a financial institution for direct deposit of pay before appointment.
  • 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.
  • If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.
  • Relocation expenses may be provided, but only if authorized by the Director of the AO.

  • 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 designing, developing, and implementing a ServiceNow Platform.

    Applicants with the following certifications are highly desirable.
    • Project Management Professional (PMP)
    • Information Technology Infrastructure Library (ITIL v4 or v3 foundations)
    • Certified Implementation Specialist (CIS) - ServiceNow


    This position does not require education to qualify.

    Additional information

    The AO is an Equal Opportunity Employer.

    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.

    Background checks and security clearance

    Security clearance
    Not Required

    Drug test required

    Required Documents

    For this job announcement the following documents and/or information are required:
    • Resume - Any written format you choose to describe your job-related qualifications.
    • Citizenship - Include country of citizenship on resume.
    • Notification of Personnel Action (SF-50) - All applicants outside of the AO must submit a copy of your latest SF-50 to verify current or former Federal employment status.
    • Veterans Preference documentation - Certificate of Release or Discharge from Active Duty (DD Form 214), if applicable Application for 10-Point Veteran Preference (SF-15) and an official statement, dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying to the veteran's present receipt of compensation.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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