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Summary As an IT Program Manager within the Agency Service Management Office, you will support the Chief to ensure customer value by delivering transparent, streamlined, and consistent end-to-end IT Services through standard, integrated process flows and continual improvement activities. You will develop and utilize information technology service management practices to meet Federal, NASA, and OCIO goals on managing IT as a strategic resource and managing risks to NASA IT systems, networks, and data. Responsibilities Supports the Service Management Office (SMO) Chief and oversees SMO office functions to ensure effective Information Technology Service Management (ITSM) Process standardization. Uses IT Infrastructure Library (ITIL) framework, provides guidance on process standards and service delivery expectations; operates in an agile cadence to define, prioritize, develop, test/verify requirements. Ensures Service management standards, policies, and best-practices for key SMO functional areas are followed throughout the OCIO. Consolidates and integrates disparate ITSM tools into one authoritative enterprise instance. Manages, automates, operationalizes an integrated IT service catalog process, in collaboration with Office of Chief Information Office (OCIO) Service Lines, Centers, and other Agency Level Offices. Implements ITIL Framework v3/v4 and applies the NIST Risk Management Framework (RMF) to manage IT risk per NIST SP 800-37 publication. Leads SMO process owners, service line process managers, and other NASA stakeholders on ITSM process best practices and collaborates with customers to incorporate these best practices into ITSM tools. Participates as voting member on OCIO leadership boards, service line boards, and working groups as required. Oversees ITSM continual process improvement; integrates Service Management Office functions and facilitates Service Management Office Team mentoring; assesses existing ITSM frameworks, processes, and practices to determine ITSM tool requirements. Fosters a culture of engagement, diversity, inclusiveness, excellence and innovation. Champions NASA's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes commitment to safety, integrity, and teamwork. Requirements Conditions of Employment Qualifications Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. To qualify for GS-15, you must have one year of directly related specialized experience equivalent to the GS-14 level Guiding, developing, leading, or transforming IT Service Management processes and associated tools to foster an effective delivery environment and operational capability across products and services; Managing the implementation of Information Technology Service Management (ITSM) using ServiceNow to meet requirements within established cost, schedule, and resolving critical risks related to final ITSM delivery requirements; Building and guiding a community of IT service management professionals to establish a community of skilled professionals addressing ITSM processes and functions across the Office of the Chief Information Officer's scope of responsibilities; Serving as an IT Service Management (ITSM) Architect, exercising senior enterprise ServiceNow product ownership. AND IF you are qualifying based on experience, you MUST also 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. Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job. NASA prohibits the use of artificial intelligence (AI) or AI-assisted tool in drafting application and assessment responses. Please visit https://www.nasa.gov/careers/how-to-apply/#Artificial-Intelligence to review NASA's guidance on the use of AI tools during the application process. Education Additional Information Additional selections may be made for similar positions across NASA within the local commuting area(s) of the location(s) identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) within NASA. CTAP/ICTAP will be cleared for any additional selection from this announcement. If you have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP), you must: - Indicate your eligibility when applying for a position. The questionnaire asks you to identify your ICTAP/CTAP eligibility. - Meet the minimum qualifications requirements for the position - Submit proof that you meet the requirements for CTAP/ICTAP as indicated in 'Required Documents' For additional information about CTAP/ICTAP eligibility, click here - https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/#ictap. Depending on position assignment, position may or may not be in a bargaining unit. To learn more about bargaining units at NASA please click here NASA Unions (Bargaining Units) | NASA.