Information Technology (IT) Specialist - IT Service Management (ITSM) Job in Arlington, VA

Vacancy No. EX-25-80B-12806219-PC Department Office of the Inspector General, USPS
Salary $142,488.00 to $185,234.00 Grade 14 to 14
Perm/Temp Permanent FT/PT Full-time
Open Date 9/29/2025 Close Date 10/14/2025
Job Link Apply Online Who may apply Public
Locations:
Arlington, VA


Summary

The USPS OIG is seeking a highly qualified applicant to fill our Information Technology (IT) Specialist - IT Service Management (ITSM), position in the Office of Chief Information Officer (CIO) located in Arlington, VA. Bring your skills and voice to our team!

This job is open to

Clarification from the agency

All U.S. Citizens - Current Career United States Postal Service Office of Inspector General, United States Postal Service and United States Postal Inspection Service, and Postal Regulatory Commission Employees will not be considered or selected from this vacancy announcement.

Duties

The successful candidate will serve as the expert technical authority responsible for driving IT service management excellence by offering expertise and guidance on IT best practices, in support and management of the OIG's ITSM solution. The candidate will be responsible for the design, development, modification, testing, installation, integration, implementation, and documentation, in support of new or existing ITSM software.

Candidates will be evaluated on the skills that they possess that are directly related to the duties of the position and the experience, education and training that indicate the applicant's ability to acquire the particular knowledge and skills needed to perform the duties of the position. Only those candidates who meet all qualification and eligibility requirements and who submit the required information by 11:59 PM EST on 10/14/2025 will be considered.

The USPS OIG uses a Pay Banding system, which is equivalent to the Federal GS scale. Grade and salary determinations will be made based upon a candidate's education and professional experience.

This position is being advertised at the Specialist Band level, equivalent to a GS-14. The salary range for this position is $142,488.00 - $185,234.00. The salary figures include locality pay.

Please note that the duties and responsibilities associated with this position may vary based upon the agency's needs at the time of hire. The following description of major duties and responsibilities is only intended to give applicants a general overview of the expectations.

  • Lead the design, development, and implementation of IT-aligned processes across ITSM (incident management, change management, problem management, service request fulfillment, etc.).
  • Provide expert advice on ITSM processes, frameworks, and methodologies to manage the delivery of IT services to meet business needs.
  • Implement IT processes within an ITSM platform, ensuring adherence to best practices and policies, as well as compliance with industry standards and regulatory requirements.
  • Responsible for configuring, administering, and maintaining an ITSM platform, including security management of user roles and access controls to enhance the effectiveness and efficiency of platform.
  • Lead and provide technical support and troubleshoot ITSM related issues.
  • Author and maintain comprehensive documentation on ITSM processes and configurations.
  • Author and deliver training sessions to end-users and IT staff on ITSM functionalities and IT processes.
  • Integrate ITSM platform with other IT systems, data sources, and tools, ensuring seamless data flow and process automation.
  • Stay current with new features and updates in the ITSM platform, applying relevant enhancements to improve IT services delivery.
  • Collaborate with stakeholders to gather/define business requirements and translate into technical specifications needed to develop solutions.
  • Strong interpersonal and communications skills in proposing designs and progress on assignments to customers, team leads, and team members.
  • Support cross-functional project teams consisting of application development, IT operations, and information security.
  • Multi-task effectively between projects, utilizing Agile project methodologies and processes.
  • Excellent oral and written communication skills, with the ability to clearly present complex technical concepts to both technical and non-technical audiences.

Requirements

Conditions of Employment

  • Must be a U.S. citizen
  • Must be able to pass a drug screening
  • Must be able to pass a background investigation
  • Must be able to obtain and maintain Moderate Background Investigation security clearance
  • Must be able to obtain and maintain a government-issued credit card
  • May be required to successfully complete a 12-month probationary period

Qualifications

MINIMUM QUALIFICATIONS

You must meet ALL of the minimum qualifications listed below.
  • Bachelor's degree in computer science, information systems, or related discipline from an accredited college or university
AND
  • At least 7 years of specialized experience in the Information Technology (IT) field responsible for IT Service Management (ITSM); design, documentation, development, modification, testing, installation, integration, implementation, and support of ITSM software
AND
  • At least 5 years of ServiceNow ITSM experience in a development or consulting role
AND
  • Must have Certifications in:
    • ServiceNow Certified System Administrator
    • ServiceNow Certified Application Developer
DESIRABLE QUALIFICATIONS
  • Advanced degree in Information Technology Systems or related field.
  • Proficiency in utilizing Microsoft Azure DevOps for planning, tracking, and managing agile projects.
  • Experienced in developing solutions using Dynamics 365 and Power Platform suite of tools (Power Apps, Power Automate, Power BI and Dataverse) in an Azure environment.
  • Experience with PowerApps integration with Azure API Apps, Azure Logic apps, Azure Functions and REST services.
EVALUATION FACTORS
You must have the experience, knowledge and skills as listed in EACH of the evaluation factors. Failure to demonstrate that you meet all of the evaluation factor requirements as listed below will result in a score of zero (0); an ineligible status, and you will not be referred for further consideration. Include your major accomplishments relevant to the position requirements in your resume.
  • Demonstrated applied knowledge and practical experience on ITSM framework and its implementation within an ITSM platform, ensuring alignment with industry standards.
  • Performed business process analysis to identify service improvements and translating business requirements to form effective and scalable ITSM technical requirements, with a focus on usability, performance, and alignment with organizational goals.
  • Demonstrated experience configuring, administering, and supporting ServiceNow ITSM applications, including Incident, Problem, Change, CMDB and Service Request Management. Proficient in creating and managing workflows, forms, reports, and automating processes within the platform.
  • Experience integrating ServiceNow with external systems and tools and implementing automated workflows to enhance service efficiency and data consistency.
  • Proven experience working within Agile development environments, including the ability to develop, review, and deliver SDLC work products and artifacts.

You will no longer be considered for this position if you receive a zero (0) rating on any evaluation factor.

Failure to demonstrate that you meet all evaluation factor requirements will result in a score of zero (0). Upon receipt of a zero score, you will be deemed "not minimally qualified," and you will not be referred for further consideration.

Education

Education must be accredited by an institution recognized by the U.S. Department of Education.
Applicants can verify accreditation here: https://www.ed.gov/laws-and-policy/higher-education-laws-and-policy/college-accreditation.

Special Instructions for Candidates with Foreign Education:
Education completed outside the United States must be deemed equivalent to that gained in U.S. education programs. You must submit all necessary documents to a private U.S. credential evaluation service to interpret equivalency of your education against courses given in U.S. accredited colleges and universities.
For further information visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications.

Additional information

Pay is only part of the compensation you will earn working for the USPS OIG. We offer a broad array of benefits programs:

As a result of the passage of the Postal Service Reform Act of 2022 (PSRA), USPS employees (including USPS OIG) and retirees will transition from the Federal Employees Health Benefits (FEHB) Program to the Postal Service Health Benefits (PSHB) Program effective January 1, 2025.

Detailed information about eligibility and enrollment will be provided upon hiring. For more information, visit the Postal Service Health Benefits (PSHB) Program website at https://www.opm.gov/healthcare-insurance/pshb/.

We offer Health, Dental, Vision, Life and Long-Term Care Insurances with Flexible Spending options as well.For more information about these programs visit: https://www.opm.gov/healthcare-insurance/Guide-Me/Federal-Employees/

Retirement and Thrift Savings. For more information about these programs see https://www.opm.gov/retirement-center/ and tsp.gov/.

Flexible Work Schedules. USPS OIG offers a range of family-friendly flexibilities including flexible work schedules, telework and employee assistance programs.

Leave and Holidays. In addition to eleven (11) paid holidays each year, you will earn thirteen (13) days of paid sick leave and thirteen (13) to twenty-six (26) paid vacation days each year depending on your years of service.

Fair Labor Standards Act (FLSA) Status: Exempt (Nonexempt employees are entitled to overtime pay; Exempt employees are not).

This agency provides Reasonable Accommodations to applicants with disabilities. If you require accommodations for any part of the application and/or hiring process, please send an email to jobs@uspsoig.gov. The decision on granting an accommodation request will be made on a case-by-case basis.

For further information, please refer to our website at: https://www.uspsoig.gov/frequently-asked-questions

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The Human Resources Office will review your resume and supporting documentation to ensure that you meet the minimum qualifications required for this position.

You will no longer be considered for this position if you:

  • Receive a zero (0) rating on any evaluation factor
  • Fail to attach all required documentation
  • Submit a resume that exceeds the two-page limit
  • If your application materials indicate that you are not minimally-qualified for this position
  • If you fail to qualify on the interview
Only the top-rated candidates will be referred to a review official or the selecting official for further consideration. Top-rated applicants may be required to participate in an interview. Your rating may be further adjusted or rated as ineligible by the review official or the selecting official based on your interview performance. Once all applicant scores are finalized, the selecting official will make a final decision. NOTE: If you receive a zero (0) rating on any evaluation factor or on the interview, you will be considered NOT MINIMALLY QUALIFIED for the position and rated ineligible.

Applicants for this position may be interviewed one or more times as part of the hiring process. During interviews, applicants may not use any AI tool or virtual assistant (such as ChatGPT) to help them answer questions, except for accessibility tools used as part of a reasonable accommodation. Applicants who fail to follow these rules will be disqualified from the hiring process.

Required Documents

You must submit all required documents by 11:59 PM EST on the closing date of this announcement, Vacancy Announcement EX-25-80B-12806219-PC, by closing date 10/14/2025.


1. RESUME - IMPORTANT UPDATE: Your resume must not exceed two (2) pages. You will no longer be considered for this announcement if your resume exceeds the two-page limit. It is essential that your resume and supporting documentation provide sufficient information to substantiate your qualifications for the announced position (Upload and save as Resume). Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job?

Make sure your page margins are 0.5 inches. The recommended font styles are Sans-Serif, Calibri, Helvetica, Arial, Verdana, Open Sans, Source Sans Pro, Roboto or Noto Sans. Consider using 14-point size font for titles and 10-point for the main text in your resume. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.

2. COMPLETE OCCUPATIONAL QUESTIONNAIRE. Click the "Apply Online" button and follow the prompts to complete the Occupational Questionnaire. (Required: You must click on "Submit My Answers" button at the end of the Questionnaire to complete this process)

3. UPLOAD SUPPORTING DOCUMENTS which may include:
  • Certificates or Licenses, if applicable. Upload and save as "Professional Certification" document.
  • Veterans Preference Documentation. If you are claiming veterans' preference. You must submit the Member 4 copy of your DD-214 Certificate of Release or Discharge from Active Duty, and/or other proof of veterans' preference eligibility, including your VA letter, SF-15 (https://www.opm.gov/forms/standard-forms/), and all required documents related to your SF15 claim. Veterans can request the Member 4 copy of their DD-214 at archives.gov/veterans/military-service- records and can download a copy of their VA letter from Download VA Benefit Letters | Veterans Affairs. If applicable, you are required to submit each veterans' preference document in the application packages. Please name these files as "DD-214" or "SF-15" or "Other Veterans Document."
  • Reasonable Accommodation Documentation. If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found at http://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire . USA_Hire_Reasonable_Accommodation_Form_508_12-5-23.pdf
  • SF-50 if you are or have been a Federal employee to demonstrate tenure and competitive/excepted service for eligibility purposes. (If applicable to you, you are Required to upload each applicable SF-50 and categorize as a "SF-50" document.)

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.

IMPORTANT UPDATE: Your resume must not exceed two (2) pages. You will no longer be considered for this announcement if your resume exceeds the two-page limit.

The complete application package must be submitted by 11:59 PM (EST) on the closing date, 10/14/2025, to receive consideration.

  • To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents.
  • You will need to be logged into your USAJOBS account or you may need to create a new account. You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
  • You will receive an email notification when your application has been received for the announcement.
  • To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
  • You are strongly urged to read and print the entire vacancy announcement.

Agency contact information

Vacancy Inquiries
Address
CIO Chief Information Officer
1735 N. Lynn Street
Arlington, VA 22209
US

Next steps

Once the Occupational Questionnaire has been received you will receive an acknowledgement e-mail that your submission was successful. After a review of your application package has been completed, you will be notified of your rating and/or referral to the Selecting Official.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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