Enterprise ITSM & ServiceNow Architect

Ignite IT; Suitland (MD); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

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

Job summary

Ignite IT in Suitland, MD seeks a Senior ITSM Engineer to lead enterprise ITSM governance and process design. The role focuses on defining Incident, Problem, Change, and Knowledge Management, and aligning with ServiceNow enhancements and dashboards.

You will work with governance boards and drive continual service improvement across the organization. Ideal candidates bring ITIL mastery, ITSM program leadership, and strong stakeholder management to translate operational needs into scalable

Qualifications

• 7+ years in enterprise IT operations, ITSM, or IT governance.
• 5+ years designing or implementing ITSM processes.
• Strong ITIL practices knowledge and governance experience.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supporting governance boards like CCBs/ERBs.
• Strong ServiceNow ITSM workflow knowledge and translations to platform enhancements.

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 workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support CCBs, ERBs, and other governance forums.
• Translate ITSM requirements into ServiceNow functional enhancements and dashboards.
• Define operational KPIs such as MTTR, SLA compliance, and change success rate.

Skills

ITIL

ITSM

Stakeholder mgmt

Process design

KPI analysis

Governance

Incident/Problem changes

Tools

ServiceNow ITSM

CMDB/ITOM

Reporting dashboards

Job description

Ignite IT in Suitland, MD seeks a Senior ITSM Engineer to lead enterprise ITSM governance and process design. The role focuses on defining Incident, Problem, Change, and Knowledge Management, and aligning with ServiceNow enhancements and dashboards.

You will work with governance boards and drive continual service improvement across the organization. Ideal candidates bring ITIL mastery, ITSM program leadership, and strong stakeholder management to translate operational needs into scalable