Department: Department of Commerce
Location(s): Alexandria, Virginia
Salary Range: $121785 - $187093 Per Year
Job Summary: This position is located in the Office of the Chief Information Officer (CIO), End User Services Office (EUSO), Service Desk Operations Division (SDOD). The Chief Information Officer (CIO) is the principal advisor to the Under Secretary and Director on the application of information technology (IT) to support and improve the Agency's business processes. The SDOD is responsible for enhancing and maintaining ServiceNow, which is used by more than 16,000+ employees.
Major Duties:
Qualifications: You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Information Technology (IT) Management Series 2210 (Alternative A).Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12. Specialized experience for this GS-13 position includes: Experience leading end to end delivery of complex enterprise application software solutions (requirements, design, development, testing, deployment, and sustainment) using Agile/Scrum and DevSecOps practices, including CI/CD automation, containerization/orchestration, API/microservices architectures, and cloud platforms (e.g., AWS/Azure); and Experience planning and executing projects under technical and administrative supervision, coordinating cross functional stakeholders, optimizing performance and reliability, and resolving high impact defects across environments; and Experience interpreting and adapting Information Technology (IT) policies, standards, and security/compliance frameworks (e.g., NIST SP 800 53, FISMA, FedRAMP, Zero Trust principles) to novel or complex application software challenges. Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13. Specialized experience for this GS-14 position includes: Experience developing and sustaining ServiceNow ITSM solutions (Incident, Change, CMDB, Knowledge, SLA, Surveys, Employee Center, Process Mining) and leading Agile delivery teams; and Experience integrating ServiceNow with cloud and on prem systems using IntegrationHub, REST/SOAP, MID Server, and SSO/OAuth solutions; and Experience implementing ServiceNow AI and automation (Now Assist, Virtual Agent, AI Search, Predictive Intelligence) to improve triage, routing, and self-service; and Experience managing multiple IT projects and program governance; advising senior leadership and negotiating policy/roadmap decisions. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. 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). 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.
How to Apply: This vacancy is also being announced under the USPTO's Merit Promotion procedures for status applicants under Job Announcement Number TMCO-EUSO-26-12900943-MP. Please review that announcement to determine if you are eligible for consideration under that announcement. You MUST apply online. If you experience difficulties with the application process or do not have access to a computer, please contact the HR Specialist listed as the point of contact before the closing date of this job announcement. If you are a new user to the USAJobs Site and have never registered for an account, you will first need to create an account profile with your basic contact information and a resume to begin applying. You must be a registered USAJobs user AND you must be signed-in to your account in order to apply for this position. For help setting up an account or for general help using USAJobs, go to USAJobs Help Page. Once you have gathered all of the required information and are ready to begin the application process, click the "APPLY" button at the right side of the page. You will then be directed away from USAJobs to the Department of Commerce application site for USPTO. You must click "Submit" at the end of the application process to send your application for consideration. To return to your saved application, log in to your USAJOBS account at http://www.usajobs.gov/ and click on "Applications." Click on the position title, then select "Update Application." If you experience any difficulties with the application site, help is available! OPM has a Help feature on each page. Use this option when you need assistance. All required supporting documents will be collected electronically via the USAJobs "Saved Documents" feature. Personally Identifiable Information (PII) Personally Identifiable Information (PII) is defined as information that can be traced back to a specific individual and potentially compromise their security or privacy. Examples of PII include: date of birth, Social Security Number, and place of birth. Please ensure that you have removed all Personally Identifiable Information from all documents prior to submitting or uploading your applications material.
Application Deadline: 2026-03-13