Senior ITSM Engineer Subject Matter Expert (SME)

US Citizenship Required

We are seeking a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. The role will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, while helping establish governance forums such as Change Control Boards (CCBs) and Engineering Review Boards (ERBs).

The ITSM Engineer will also serve as the link between operational processes and ServiceNow, translating process requirements into recommended workflows, automation, approvals, dashboards, reporting, and platform enhancements.

Key Responsibilities

• Design and implement enterprise ITSM processes aligned with ITIL best practices.
• Establish standardized processes for Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
• Develop process workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support CCBs, ERBs, technical review boards, and operational governance forums.
• Define change categories, risk criteria, approval requirements, and escalation procedures.
• Evaluate existing processes and identify opportunities to reduce duplication, improve efficiency, and automate manual activities.
• Translate ITSM and operational requirements into ServiceNow functional requirements and enhancement recommendations.
• Recommend improvements to ServiceNow workflows, forms, approvals, notifications, SLAs, dashboards, routing, CMDB, and reporting.
• Work with ServiceNow administrators and developers to validate and implement platform enhancements.
• Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
• Establish processes for Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
• Define operational KPIs such as MTTR, incident recurrence, change success rate, SLA compliance, and request fulfillment performance.
• Lead continual service improvement activities based on operational metrics, trends, and stakeholder feedback.

Required Qualifications

• 7+ years of experience in enterprise IT operations, ITSM, or IT governance.
• 5+ years of experience designing or implementing ITSM processes.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supporting CCBs, ERBs, or similar governance boards.
• Strong working knowledge of ServiceNow ITSM capabilities and workflows.
• Ability to translate operational requirements into ServiceNow process and platform recommendations.
• Experience developing workflows, SOPs, process maps, governance models, and operational metrics.
• Strong communication, facilitation, analytical, and stakeholder management skills.

Preferred Qualifications

• ITIL 4 certification.
• ServiceNow certification such as CSA or CIS-ITSM.
• Experience with ServiceNow ITSM, CMDB, ITOM, Service Catalog, or Performance Analytics.
• Federal Government or large enterprise IT experience.
• Familiarity with Agile, DevSecOps, CI/CD, and enterprise architecture governance.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance

• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance