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.

This job is open to
Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a "surplus" or "displaced" employee.

Federal employees - Competitive service

Current or former competitive service federal employees.

Individuals with disabilities

Internal to an agency

Current federal employees of this agency.

Land & base management

Certain current or former term or temporary federal employees of a land or base management agency.

Military spouses

Peace Corps & Ameri Corps Vista

Special authorities

Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Veterans

Clarification from the agency

Applicants must be U.S. Citizens.

Duties

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 Service Now.
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 Service Now 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
U.S. Citizenship required.
Subject to background/suitability investigation/determination.
Federal payments are required to be made by Direct Deposit.
Requires registration for the Selective Service. Visit www.sss.gov.
Pre-employment drug testing required.
1-year probationary period may be required.
Security Requirements: Non-Sensitive/Moderate Risk
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 Service Now.
Develops policies, guidelines, and/or standards for planning, developing, integrating, implementing, and/or evaluating Service Now features, workflows, and modules.
Enhances service delivery via Service Now by evaluating customer care practices and resolving issues to improve client support.
Oversee or assists with the design, programming, and/or technical support for Service Now 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.

Benefits
How You Will Be Evaluated

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

For All U.S. Citizens: Your application will be evaluated and rated under DOJ's Category Rating and Selection Procedures. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are basically qualified for this job, your resume and supporting documentation will be compared to your responses on the online assessment questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. Your application will then be placed in one of three categories: Best Qualified, Highly Qualified, or Qualified. Names of all candidates in the best qualified category will be sent to the hiring official for employment consideration. Candidates within the best qualified category who are eligible for veterans preference will receive selection priority over non-veteran preference eligibles.

For Status/Merit Promotion/VEOA candidates: Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on the announcement. If you are basically qualified for this job, your resume and supporting documentation will be compared to your responses on the online assessment questionnaire. If you rate yourself higher than is supported by your resume and application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.

For Interagency Career Transition Assistance Plan (ICTAP)/Career Transition Assistance Plan (CTAP) applicants: The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, or if your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP/CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. Under merit promotion procedures, to be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. Under category rating procedures, you must satisfy all qualification requirements for the vacant position and rate equivalent to the Highly Qualified or better category using established category rating criteria.

Required Documents

REMINDER: ALL DOCUMENTS MUST BE RECEIVED BY 11:59 Eastern Time (Washington, D.C. time) ON 09/16/2024 .

Required Documents

Resume (To receive credit for experience, your employment history must be documented in month/year format (MM/YYYY), reflecting starting date and ending date and include the number of hours worked per week. Failure to follow this format may result in disqualification),
Veterans' Preference Documentation (if applicable; see below),
SF-50, Notification of Personnel Action (current and former federal employees; see below for more information), and
Performance Appraisal (for current federal employees) Note: if not provided, may be required at time of interview.
Note: Incomplete applications will not be considered.

Veterans Preference In order to verify your veteran preference entitlement, submit a copy of the Member Copy 4 of your DD-214 (Certificate of Release or Discharge from Active Duty); official statement of service from your command if you are currently on active duty that certifies you are expected to be discharged or released from active duty service within 120 days after the certification is submitted; or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that shows your military service was performed under honorable conditions.

If you are a disabled veteran, a Purple Heart recipient, or widow/widower of a veteran, spouse of a disabled veteran or the natural parent of a disabled or deceased veteran, you must submit a Standard Form (SF) 15, Application for 10-Pt Veteran Preference, and the other required documentation listed on the reverse of the SF-15 to support your preference claim.

Although veteran preference points are not assigned under the category rating procedures described under How You Will Be Evaluated, veterans' preference eligibles are listed ahead of non-veterans within each category for which qualified. In addition, qualified veterans with a compensable service-connected disability of 10% or more are placed at the top of the highest quality category (i.e., Best Qualified).

Veterans Employment Opportunity Act
To be eligible for a Veteran Employment Opportunities Act (VEOA) appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If applying for a Merit Promotion announcement and wish to be considered under the VEOA, you must submit a copy of the Member Copy 4 of your DD-214, in addition to any other required documents listed on this announcement.
Interagency Career Transition Assistance Plan (ICTAP / Career Transition Assistance Plan (CTAP)
If you are claiming CTAP/ICTAP eligibility, you must submit proof by the closing date of the announcement that you meet the requirements of 5 CFR 330.605(u) for CTAP and 5 CFR 330.704 for ICTAP or you will not receive priority consideration. The proof includes a copy of the Agency notice, your most recent performance rating, and your most recent SF-50 Notification of Personnel Action for Competitive Appointment.

Non-competitive Eligibility
You can apply for a non-competitive appointment if you meet the basic eligibility requirements and you are eligible for special appointment such as those authorized for the severely disabled; veterans w/ service-connected disabilities of 30% or more; returning volunteers from the Peace Corps or Vista, Veterans' Recruitment Appointment, etc. Appropriate documentation to support your claim must be included in your application, along with the type of special appointment you are seeking. Current/Former Federal Employees
If you are a current or former Federal employee in a permanent, competitive service position, you must submit documents to confirm your status or reinstatement eligibility.
Submit an SF-50 (Notification of Personnel Action) or other official agency documentation that shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".
Submit your most recent Performance Appraisal (dated within the last 18 months) or a separate statement explaining why you are unable to submit your appraisal. If not provided at time of application, it will be required at time of interview
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.

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.

How to Apply

To apply for this position, you must complete the online application and submit the supporting documentation specified in the Required Documents section above.

A complete application package, to include the responses to the online Assessment Questionnaire, must be submitted by 11:59 PM (EST) on 09/16/2024to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov//how-to/application/status/. If you need help with the application process, please see the USAJOBS Site .

If you are unable to apply online, please contact Jessica Harman at
jessica.harman@usdoj.gov or 202-856-8521 for alternate application procedures.

Agency contact information
Jessica Harman
Phone
202-856-8521
Email
jessica.harman@usdoj.gov
Address
Office of Administration
DO NOT MAIL
Washington, DC 20531
US

Next steps

Once your completed application is certified and received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified of your status and/or referral to the hiring official. If further evaluation or interviews are required you will be contacted. After making a tentative job offer, we will conduct a suitability/security background investigation. We expect to make a final job offer within 80 days after the closing date of the announcement.