The position is in the Department of Technology Services (DTS), Systems Development and Support Office (SDSO). SDSO empowers the Judiciary by providing national information technology business services for software infrastructure; cloud-based communication, productivity, and collaboration services; independent validation and verification systems testing; and IT training.
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 must demonstrate ALL areas defined below: Integrating ServiceNow Platform with Office 365, BMC, Atlassian, and other on-premises or cloud applications. Working with process owners to schedule jobs, events, and triggers to manage business needs and handle background work. Managing organizational change efforts across the configuration, customer, fulfiller, user, and approver communities Desired, but not required: Project Management Professional (PMP) Information Technology Infrastructure Library (ITIL v4 or v3 foundations) ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
The Administrative Office of the U.S. Courts, Systems Development and Support Office (SDSO) is seeking a subject matter expert Information Technology Specialist (IT Service Management Engineer) to join its team. The IT Service Management (ITSM) Engineer is responsible for designing and implementing new modules of the ITSM ServiceNow solution, supporting the adoption of a cloud-based environment by courts and AO program offices. The ITSM Engineer has technical oversight to govern, configure, implement, and assist the Judiciary leverage a standardized ITSM platform. The incumbent is a customer-focused and skilled IT professional with the experience and ability to architect, design, develop, and deliver solutions to complex business problems through technology and innovation. The ideal candidate has excellent analytical, problem-solving, and communication skills; the ability to work independently and as part of a team in a dynamic environment; and adeptness in working with stakeholders to understand business requirements and provide technical solutions. Duties include, but are not limited to, the following: Installing, maintaining, and upgrading Ivanti Heat and ServiceNow ITSM platforms to meet Judiciary requirements. Contributing to roadmap and strategy presentations that align to organizational goals and resources. Advising senior leadership on ServiceNow implementation strategy and governance structure. Participating in the full software development lifecycle using agile methodologies. Facilitating between SDSO and ServiceNow process owners and stakeholders, including working with process owners and business stakeholders to translate business requirements into functional requirements and proposing resolution and design suggestions. Work with process owners across IT infrastructure library process groups to manage ServiceNow changes to implement continuous improvements. Promoting ServiceNow and IT infrastructure library process best practices across various business groups. Working with application owners to update workflow tasks and approvals for automated processes. Developing JavaScript programs and workflows to enhance IT service requests in Service Request Management module. Designing and configurating IT, customer, and employee workflows for multiple change types as required by the Change Advisory Board requirements as part of the Change Management modules. Designing ServiceNow reports to enhance performance monitoring of support teams. Developing user interfaces, including configuring and maintaining forms, lists, views, UI policy, UI scripts, UI actions, view rules, welcome page content, map pages, and other UI elements for ServiceNow modules. Configuring email notifications and alerts to advise users about specific activities in the system. Developing probes and sensors to update the configuration management database through ServiceNow Discovery. Supporting reported implementation and performance issues on the ServiceNow platform. Performing environmental promotional activities from dev to test, stage, and production. Creating monthly metric reports for IT management teams and assisting with scheduling data exports to application owners. Automating service catalog maintenance. Integrating ServiceNow with Office 365, BMC Remedy, Atlassian, and other on-premises or cloud applications.