ServiceNow ITSM IT Specialist (Policy & Planning)

Defense Human Resources Activity (Department of Defense)

• Pay: $121,785 - $172,980 per year
• Grade: GS-13
• Security clearance: Secret
• Telework eligible: yes
• Applications close: 2026-11-15

Summary

As an IT Specialist (Policy & Planning) at DMDC, you will lead enterprise infrastructure using ITIL and ITSM (ServiceNow) to resolve challenges, optimize services, and develop SLAs. Lead cross-functional teams, leverage analytics for improvement, and shape IT policies. You will advise senior leadership, manage strategic projects (agile/traditional), and architect IT solutions directly impacting Department of War (DoW) missions.

Duties

As a IT Specialist (PLCYPLN) at the GS-2210-13 some of your typical work assignments may include: Resolves the complete range of problems within the scope of the IT infrastructure support and refers problems requiring highly specialized expertise to the appropriate IT specialty office. Also conducts trends analyses to identify areas where additional training and assistance is needed and initiating appropriate action, such as defining new training requirements. Consults with experts in other specialty areas to develop integrated action plans, issues technical bulletins via the intranet to inform customers of problems and to instruct them intaking necessary actions and develops and updates customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature. Reviews technical and design specifications; recommends changes as needed, to address customer support requirements; develops specifications for user instruction manuals based on customer's needs; and defines procedures for providing post-implementation support. Plans, implements, and manages problem management systems designed to effectively recognize, report, track, and resolve problems and evaluate the feasibility of adapting new methods to enhance customer satisfaction. Represents the infrastructure support branch and the IT Operations Division in planning for the installation and implementation of new systems, e.g., to upgrade to a new operating system and lead efforts to define post-implementation support requirements. Develops service level agreements (SLAs) that define requirements and expectations for the delivery of infrastructure support services and develops and implements performance criteria to ensure that requirements are achieved. Prepares and presents briefings to senior agency management on complex/ controversial IT problems and issues. Evaluates and makes recommendations concerning overall plans and proposals for complex agency IT projects impacting the accomplishment of DOD strategic directives, including new interpretations and recommendations for additional policies and interpretive guidance.

Qualifications

You may qualify at the GS-13, if you fulfill the following qualifications: A. One year of specialized experience at or above the GS-12 grade level or equivalent under other pay systems in the Federal service, military, or private sector: Broad and in-depth knowledge of ITIL Management Practices including the use of ITSM ticketing systems (e.g. ServiceNow) to achieve those best practices Prior experience developing and executing communication plans targeting various customer bases Demonstrated experience using data analytics to inform continuous process improvement. Strong communication and interpersonal skills across all mediums (e.g. written and verbal) Prior experience leading cross functional teams Strong understanding of project management principles (both traditional and agile) 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. In addition to meeting qualifications, your application package must reflect the applicable experience to meet the Individual Occupational Requirements for the 2210 series. Requirements for the 2210 series as listed below: 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 four competencies listed below. 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.