Summary 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. Responsibilities 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 analyzing 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. Requirements Conditions of Employment Qualifications 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. Education There is no education requirement for this position. Additional 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. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service. 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 and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy.