IT Specialist

IT Service Management SpecialistEstablishes, implements, and maintains comprehensive IT Service Management (ITSM) plans, processes, and policies aligned with standard frameworks such as ITIL.Develops and oversees the execution of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and standard operating procedures to meet organizational mission requirements.Conducts continuous quality assurance evaluations, compliance reviews, and operational audits across enterprise IT services and systems.Utilizes Business Intelligence (BI) and data modeling tools to analyze service metrics, evaluate performance trends, and generate executive-level reports.Directs customer relationship and service delivery activities to proactively identify emerging IT requirements and resolve complex service delivery issues.Leads continuous service improvement initiatives to optimize IT infrastructure reliability, streamline operational workflows, and enhance overall service quality.Collaborates with cross-functional technical teams, external vendors, and leadership to ensure adherence to enterprise governance standards and strategic IT objectives.Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.Must be able to obtain and maintain a Secret Security Clearance.In accordance with DoDM 8140.03 and supplemental Army guidance, the employee must obtain and maintain the following requirements for each Cyber work role (except Data, AI, and/or Software Engineering) at the assigned proficiency level:1) Foundational qualification requirements within 9 months, 2) Resident qualification requirements within 12 months, 3) 20 hours of Continuous Professional Development (CPD) per work role code (which can overlap).This position requires you to submit a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.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 for an extensive list of document requirements for all employment authorities.Current USACE Employees with Competitive StatusCurrent Civilian Employees of the OrganizationDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligiblePriority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability RetirementPriority Placement Program, DoD Retained Grade Preference EligibleVeterans Employment Opportunity Act (VEOA) of 1998In 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 .Specialized Experience GS-13: One year of specialized experience which includes: 1) developing and implementing IT service management plans and procedures in an enterprise environment using frameworks such as ITIL; 2) leading the development and deployment of customer-focused IT services and establishing service level agreements (SLAs); 3) monitoring and auditing IT service quality to ensure compliance with organizational policies and business requirements; and 4) performing data analysis and modeling using BI tools to support business decisions and reporting.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 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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.Time in Grade Requirement for GS-13: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-12).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.Additional informationMale applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.You will be required to provide proof of U.S. Citizenship.This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.Direct deposit of pay is required.This position requires you to submit a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the information sheet.This is a Career Program (CP) 34 - Information Technology/Cyber Management position.Multiple positions may be filled from this announcement.Salary includes applicable locality pay or Local Market Supplement.Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.Reasonable Accommodation (RA) Requests : If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will