Information Technology Specialist (ServiceNow Developer)
What you'd do
WHAT IS INFORMATION TECHNOLOGY? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in the following area(s): IT- Integrated Operations Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major duties
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Assisting in configuring ServiceNow tables, forms, fields, and user interfaces in accordance with established IRS standards and platform guidelines. Supporting implementation and maintenance of ITSM processes such as Incident, Problem,Change, and Request Management. Developing workflows and automation solutions using Flow Designer and Workflow Editor tools. Supporting integration activities between ServiceNow and external systems using REST/SOAP APIs and web services under guidance. Conducting testing activities including unit, integration, regression, and user acceptance testing to ensure system reliability and performance. Supporting ServiceNow platform upgrades, releases, and enhancements, ensuring alignment with enterprise change management and minimal operational disruption.
What you need to qualify
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. MINIMUM REQUIREMENTS FOR GRADE 9 LEVEL (GS or Equivalent): Do you have at least one year of Information Technology-related experience demonstrating each of the following five competencies: 1) Attention to Detail, 2) Customer Service, 3) Interpersonal Skills, 4) Reasoning, and 5) Teamwork SPECIALIZED EXPERIENCE GS-9 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Applying IT principles, concepts, and practices to support, maintain, troubleshoot, configure, or implement computer systems, software, applications, hardware, or related technology services. Performing IT assignments involving technical requirements and established procedures, including system, application, or software testing and configuration activities. Identifying, analyzing, and resolving routine and technical issues affecting users, systems, applications, or services. Preparing technical documentation, reports, procedures, or recommendations related to assigned IT activities. Supporting compliance with established security, privacy, and operational requirements while assisting customers, users, and technical teams. Assisting with the design, development and implementation of ServiceNow solutions such as ITSM, ITOM, SecOps, to ensure they align with enterprise architecture and business requirements. Assisting with IT service management platforms such as ServiceNow data model, CMDB, workflows, scripting (JavaScript) to enhance organizational performance and operational efficiency. Assisting with system testing, troubleshooting, ServiceNow platform upgrades, releases, and enhancements, to ensure alignment with enterprise change management and minimal operational disruption. MINIMUM REQUIREMENTS FOR GRADE 11 LEVEL (GS or Equivalent): You must have Information Technology related experience demonstrating each of the following six competencies: 1) Attention to Detail, 2) Customer Service, 3) Interpersonal Skills, 4) Problem Solving, 5) Teamwork and 6) Technical Competence. SPECIALIZED EXPERIENCE: GS-11 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Applying IT principles, concepts, methods, and practices to support, maintain, implement, troubleshoot, or make limited enhancements to IT systems, services, hardware, software, applications, scripts, interfaces, or related technology environments. Performing computer projects, operational, or application-related assignments involving IT requirements and techniques, including identifying and resolving technical issues; supporting system, application, or code testing and configuration; preparing technical documentation; and supporting compliance with federal cybersecurity, privacy, or regulatory requirements. Working with customers, users, stakeholders, or technical teams to gather information, clarify user needs, respond to technical support requests, resolve non-routine IT problems, and support IT operations, application needs, or system-related activities. Monitoring or reviewing IT systems, service, or application performance to support availability, reliability, security controls, usability, and operational effectiveness in accordance with established policies and procedures. Analyzing alternative approaches and recommending or supporting corrective actions for IT issues, including application errors, defects, configuration issues, or operational problems; escalating issues; and coordinating with others to implement solutions that support mission, security, and performance requirements. Assisting with the design, development and implementation of ServiceNow solutions such as ITSM, ITOM, SecOps, to ensure they align with enterprise architecture and business requirements. Assisting with IT service management platforms such as ServiceNow data model, CMDB, workflows, scripting (JavaScript) to enhance organizational performance and operational efficiency. Assisting with system testing, troubleshooting, ServiceNow platform upgrades, releases, and enhancements, to ensure alignment with enterprise change management and minimal operational disruption. Providing customer service requirements in a ServiceNow IT environment. MINIMUM REQUIREMENTS FOR GRADE 12 LEVEL UP (GS or Equivalent) You must have Information Technology related experience demonstrating each of the following nine competencies: 1) Attention to Detail, 2) Customer Service, 3) Decision Making, 4) Information Management, 5) Interpersonal Skills, 6) Oral Communication, 7) Problem Solving, 8)Team Work and 9) Technical Competence. Specialized Experience GS-12 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Applying established IT principles, concepts, methods, and practices to support, maintain, implement, troubleshoot, or make limited enhancements to IT systems, services, hardware, software, applications, scripts, interfaces, or related technology environments. Performing computer projects, operational, or application-related assignments involving IT requirements and techniques, including identifying and resolving technical issues. Supporting system, application, or code testing and configuration; preparing technical documentation; and supporting compliance with federal cybersecurity, privacy, or regulatory requirements. Working with customers, users, stakeholders, or technical teams to gather information, clarify user needs, respond to technical support requests, resolve non-routine IT problems, and support IT operations, application needs, or system-related activities. Monitoring or reviewing IT systems, services, or application performance to support availability, reliability, security controls, usability, and operational effectiveness in accordance with established policies and procedures. Analyzing alternative approaches and recommending or supporting corrective actions for IT issues, including application errors, defects, configuration issues, or operational problems; escalating issues when appropriate; and coordinating with others to implement solutions that support mission, security, and performance requirements. Assisting in the design, development and configuration of ServiceNow solutions and IT Service management (ITSM) processes to enhance organizational performance and operational efficiency. Assisting with the configuration of ServiceNow applications, supporting integration between ServiceNow and external systems (e.g., identity management, monitoring tools, data repositories) using APIs, MID Servers, and web services. Assisting with the testing, troubleshooting and implementation of ServiceNow platform upgrades, releases, and enhancements, to ensure alignment with enterprise change management and minimal operational disruption. Applying federal IT Security standards to support system operations and meet business requirement. For more information on qualifications please refer to OPM's Qualifications Standards.
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