ITSM Engineer

GovCIO is currently hiring for an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC.

Key Responsibilities

ServiceNow & ITIL Process Ownership

• Execute and optimize ITIL 4 practices within ServiceNow—including Incident, Problem, Change, Request, and Knowledge Management—consistent with PWS requirements and service quality benchmarks
• Maintain ≥95% CMDB accuracy and ≥95% knowledge article accuracy, ensuring ITSM data meets audit readiness and contractual compliance standards

Incident & Problem Management

• Lead or support major incident coordination for P1 events affecting multiple service towers, partnering with cross‑functional technical teams to drive timely restoration
• Conduct root‑cause analysis, trend evaluation, and documentation of corrective actions

Change & Request Management

• Support ITIL Change Enablement processes, ensuring proper CAB/ERB/CCB coordination, risk evaluation, and approval workflows
• Validate ServiceNow workflows, forms, and automation for request fulfillment operations

Knowledge & Documentation Quality

• Ensure ticket documentation, work notes, categorization, and resolution meet quality standards (≥95% target)
• Maintain SOPs, operational runbooks, process documents, and major incident reports consistent with federal compliance expectations

Governance & Contract Compliance

• Participate in ITSM governance reviews, providing KPI, SLA, and trend analysis reporting aligned with contract obligations
• Support deliverables such as Monthly Status Reports, performance dashboards, and PWS‑aligned operational artifacts

Continuous Service Improvement

• Identify automation opportunities, workflow enhancements, and process maturity improvements
• Collaborate with engineering, network, security, cloud, and application teams to reduce recurring issues and bolster service reliability

• Bachelor's with 8+ years of ITSM engineering experience (or commensurate experience)
• Hands‑on experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge)
• Strong understanding of ITIL 4 practices and enterprise ITSM operations
• Experience supporting federal contracting environments or large enterprise service desk operations
• Ability to support major incidents and multi‑tower technical coordination
• Competency in producing audit‑ready documentation and adhering to performance targets (CMDB accuracy, knowledge accuracy, ticket quality)
• Clearance Required: Ability to maintain a public trust clearance