Information Technology Specialist (Application Software)

Summary

About the Position: Serves as a Senior Information Technology (IT) Specialist/ServiceNow Platform Developer for the Civilian Human Resources Agency (CHRA), G6. Automation Services Division (ASD). This announcement will be used to fill one position at either the Rock Island, IL or Fort Riley, KS locations.

Duties

• Manage the setup, configuration, health, hardening, and optimization of the ServiceNow platform. This includes performing highly technical administration and platform planning across a broad range of Civilian Human Resources (CHR) functional areas.
• Design, develop, document, modify, and implement new or existing ServiceNow applications.
• Ensure all software/platform modifications comply with Department of Defense (DoD) mandated Security Technical Implementation Guides (STIGs) while conducting rigorous quality assurance, risk management, and pre-deployment testing.
• Serve as a technical resource by providing guidance and assistance to programmers, contractors, and users. Promptly respond to user application issues, troubleshoot design and code bugs, and resolve system trouble reports.
• Represent the ServiceNow platform team in meetings with internal and external organizational customers.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. Current Department of Army Civilian Employees Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Basic Requirement for Information Technology Specialist (Application Software): Specialized Experience: One year of specialized experience which includes 1) Configuring, updating, and maintaining an enterprise such as ServiceNow instance, including creating business rules, client scripts, policies, and scheduled jobs to optimize platform health; 2) Developing, modifying, testing, and supporting systems such as ServiceNow applications or service portal components (e.g., ITSM, HRSD, or service catalog workflows); and 3) Collaborating with end users and functional stakeholders to gather system requirements, resolve user-reported system issues, and perform basic interface or integration testing. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) 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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (3) Oral Communication - Expresses inf…

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.