About this role

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/09/2026. You must meet the Minimum Qualification Requirements, AND Specialized Experience to qualify for this series as described below. Minimum Qualifications Requirements Basic Requirements Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.

For all positions individuals must have IT-related experience demonstrating each of the five 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.

-AND- Specialized Experience for GS-13: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled.

Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience for this position is defined as: Demonstrated technical experience with ServiceNow platform capabilities - including reporting, dashboards, workflow automation, and Artificial Intelligence/Machine Learning-enabled analytics tools - along with a working knowledge of how such capabilities can be applied to automate performance monitoring and oversight functions within a large-scale, enterprise-level IT Service Management environment.

Candidate must have demonstrated experience supervising and developing a technical team, with the ability to guide staff in transitioning from manual, labor-intensive processes toward more technical, automation-focused roles, and must be capable of expanding team responsibilities toward broader support of Enterprise Service Desk (ESD) and ESD Program Management Office functions as automation matures. 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Source listing: usajobs