NASA

IT Program Manager (Service Delivery & Experience Manager/ITSM Architect)

Huntsville, Alabama, United States

$144-192k

Full Time

2 hours ago

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Job description

Duties

Supports the Service Management Office (SMO) Chief and oversees SMO office functions to ensure effective Information Technology Service Management (ITSM) Process standardization.
Uses IT Infrastructure Library (ITIL) framework, provides guidance on process standards and service delivery expectations; operates in an agile cadence to define, prioritize, develop, test/verify requirements.
Ensures Service management standards, policies, and best-practices for key SMO functional areas are followed throughout the OCIO. Consolidates and integrates disparate ITSM tools into one authoritative enterprise instance.
Manages, automates, operationalizes an integrated IT service catalog process, in collaboration with Office of Chief Information Office (OCIO) Service Lines, Centers, and other Agency Level Offices.
Implements ITIL Framework v3/v4 and applies the NIST Risk Management Framework (RMF) to manage IT risk per NIST SP 800-37 publication.
Leads SMO process owners, service line process managers, and other NASA stakeholders on ITSM process best practices and collaborates with customers to incorporate these best practices into ITSM tools.
Participates as voting member on OCIO leadership boards, service line boards, and working groups as required.
Oversees ITSM continual process improvement; integrates Service Management Office functions and facilitates Service Management Office Team mentoring; assesses existing ITSM frameworks, processes, and practices to determine ITSM tool requirements.
Fosters a culture of engagement, diversity, inclusiveness, excellence and innovation. Champions NASA's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes commitment to safety, integrity, and teamwork.

Requirements

Conditions of Employment

This position is open to U.S. citizens, nationals or those who owe allegiance to the U.S.
You must meet qualifications requirements by the closing date of this announcement
Financial Disclosure, Drug Testing, Bargaining Unit, and/or the Travel Requirements for this position may differ and be required based on the duty location/NASA Center requirements.
Position subject to pre-employment background investigation or higher-level clearance. Investigation/Clearance may differ and be required based on the duty location/NASA Center requirements.
Selected applicant(s) must be assigned to a duty location listed on the announcement.
This position may require a one-year probationary period.

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work.

To qualify for GS-15, you must have one year of directly related specialized experience equivalent to the GS-14 level

Guiding, developing, leading, or transforming IT Service Management processes and associated tools to foster an effective delivery environment and operational capability across products and services;
Managing the implementation of Information Technology Service Management (ITSM) using ServiceNow to meet requirements within established cost, schedule, and resolving critical risks related to final ITSM delivery requirements;
Building and guiding a community of IT service management professionals to establish a community of skilled professionals addressing ITSM processes and functions across the Office of the Chief Information Officer's scope of responsibilities;
Serving as an IT Service Management (ITSM) Architect, exercising senior enterprise ServiceNow product ownership.

AND

IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies listed below:

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.

Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job. NASA prohibits the use of artificial intelligence (AI) or AI-assisted tool in drafting application and assessment responses. Please visit https://www.nasa.gov/careers/how-to-apply/#Artificial-Intelligence to review NASA's guidance on the use of AI tools during the application process.

Education

This job does not have an education qualification requirement.

Additional information

Additional selections may be made for similar positions across NASA within the local commuting area(s) of the location(s) identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) within NASA. CTAP/ICTAP will be cleared for any additional selection from this announcement.

If you have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP), you must:
- Indicate your eligibility when applying for a position. The questionnaire asks you to identify your ICTAP/CTAP eligibility.
- Meet the minimum qualifications requirements for the position
- Submit proof that you meet the requirements for CTAP/ICTAP as indicated in 'Required Documents'

For additional information about CTAP/ICTAP eligibility, click here - https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/#ictap.

Depending on position assignment, position may or may not be in a bargaining unit. To learn more about bargaining units at NASA please click here NASA Unions (Bargaining Units) | NASA.

Benefits
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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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Direct Hire Authority: These positions will be filled through the Office of Personnel Management's Direct Hire Authority. Category rating and veterans' preference will not be considered in evaluating applicants. For more information on Direct Hire Authority, please see: OPM Direct Hire Fact Sheet.

Veterans: Under the provisions of Direct Hire Authority, veterans' preference does not apply. However, applicants who are eligible for veterans' preference are encouraged to include that information in their application and submit supporting documentation (i.e. DD-214, or other substantiating documents). For more information please see: Veterans' Preference information on the FedsHireVets website.

You will be evaluated for this position based on how well you meet the qualifications and eligibility requirements listed in this vacancy announcement. To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

You will be assessed on the following competencies:

IT Service Management and Delivery Operations
Requirement Analysis
Problem Solving
Planning and Evaluating
Oral Communication
Influencing/Negotiating
Customer Service
Attention to Detail

NASA considers 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.

NASA will not ask you to disclose criminal history record information during the application process or before we make a conditional/tentative offer of employment. If you apply for this position and are selected, NASA will conduct a suitability/security background investigation after you accept a tentative job offer. If you feel you are asked to disclose your criminal history before you accept a tentative offer and wish to file a complaint within 30 days, please contact: Agency-FCCJ@NASA.gov.