IT Specialist (PLCYPLN)

WorkScoop; Seaside (CA); Hybrid; USD 122,000 - 173,000; Full time

Job summary

DMDC is seeking an IT Specialist (Policy & Planning) to lead enterprise infrastructure, drive ITIL/ITSM practices (ServiceNow), and shape agency IT policies. The role involves advising senior leadership, managing strategic projects, and coordinating cross-functional teams to deliver mission-critical DoD IT solutions.

The position requires strong analytical skills, experience in SLA development, and the ability to translate complex problems into actionable improvements while aligning with agency

Qualifications

• One year of specialized IT experience at or above GS-12.
• Broad and in-depth knowledge of ITIL Management Practices including ITSM with ServiceNow.
• Prior experience developing and executing communication plans for customers.
• Demonstrated use of data analytics to inform continuous improvement.
• Strong communication and interpersonal skills across mediums.

Responsibilities

• Resolves the complete range of IT infrastructure problems and identifies training needs.
• Develops integrated action plans and updates customer support policies.
• Reviews specifications and defines post-implementation support procedures.
• Plans and manages problem management systems for service improvement.
• Represents the infrastructure team in planning and requirements for new systems.
• Develops SLAs and performance criteria for infrastructure services.
• Prepares briefings for senior management on complex IT issues.
• Evaluates plans for DoD IT projects and policy guidance.

Skills

ITIL Management Practices

ITSM

ServiceNow

Data analytics

Cross-functional leadership

Project management

Tools

ServiceNow

Job description

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.

Overview

Open: 05/06/2026 to 11/15/2026

Location: 1 vacancy in the following locations: Seaside, CA; Alexandria, VA

Telework eligible: Yes—as determined by the agency policy. Remote job: No. Relocation expenses reimbursed: No. Salary: $121,785 - $172,980 per year. Alexandria, VA: $121,785-$158,322 OR Seaside, CA: $133,060-172,980.

Pay scale & grade: GS 13. Promotion potential: None. Work schedule: Full-time. Travel Required: Occasional travel. Appointment type: Permanent. Occupations: 2210 Information Technology Management.

Drug test: No. Security clearance: Secret. Position sensitivity and risk: Noncritical-Sensitive (NCS)/Moderate Risk. Background check type: National security. Financial disclosure required: No.

Announcement number: OC-DHRADMDC-26-12954260-DH Control number 868120100. Open to: The public; U.S. Citizens, Nationals or those who owe allegiance to the U.S.; Military spouses; All U.S. Citizens (Direct Hire Authority for Certain Personnel of the Department of Defense).

Duties

• 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.

Requirements

• Must be a U.S. Citizen
• Occasional Travel
• Work Schedule: Full-time
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Overtime: Occasionally
• Tour of Duty: Flexible
• Recruitment Incentives: May be authorized at management's discretion
• Fair Labor Standards Act (FLSA): Exempt
• Financial Disclosure: Not Required
• Telework Eligibility: This position is telework eligible
• Certification: Position requires IAT Level 2 professional certification within 6 months or less of entrance on duty. (Certification requirements are in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program or DoDD 8140).

Qualifications

You may qualify at the GS-13, if you fulfill the following qualifications: 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.

• 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).
• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers ... 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 ...
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional Information

This is an open continuous announcement to fill current and future vacancies. This position DOES NOT meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/...

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. Learn more about federal benefits.

Veterans Preference

If you are entitled to veterans preference, you should indicate the type of veterans' preference you are claiming on your resume. Your veterans' preference entitlement will be verified by the employing agency.

Appointment of Military Spouses (5 CFR 315.612) (NonComp Mil Sp)

To receive this preference, you must choose to apply using the " Appointment of Military Spouses (5 CFR 315.612) (NonComp Mil Sp)" eligibility. If you are claiming Military Spouse eligibility and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager. Information and required documentation for claiming Military Spouse eligibility may be found at the General Applicant Information and Definitions link below.

Agency Contact Information

DHRA Servicing Team
Phone [phone] Email [e-mail] Address Defense Human Resources Activity
4800 Mark Center Drive
Alexandria, VA 22350-110
US