ITSM Engineer

GovCIO; Washington (District of Columbia); On-site; USD 94,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is seeking an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC. You will own ServiceNow ITSM processes and ITIL practices, ensuring CMDB and knowledge article accuracy, and coordinating incident management.

You will work with cross-functional teams to drive root‑cause analysis, automate workflows, and ensure audit readiness and contract compliance. A public trust clearance is required for this on‑site role in Washington, DC.

Qualifications

• Bachelor's degree with 8+ years ITSM engineering experience.
• Hands-on experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Strong ITIL 4 knowledge in enterprise ITSM operations.
• Experience in federal contracting environments or large enterprise service desks.
• Ability to coordinates major incidents and multi-tower coordination.

Responsibilities

• ServiceNow & ITIL Process Ownership and optimization.
• Lead incident and problem management across multiple service towers.
• Support Change Enablement with CAB/ERB/CCB coordination and approvals.
• Ensure high-quality ticket docs, SOPs, and runbooks.
• Participate in ITSM governance with KPI/SLA analysis and reporting.
• Identify automation opportunities and drive continuous improvement.

Skills

ServiceNow ITSM

ITIL 4

Incident management

Change management

Audit readiness

Education

Bachelor's degree in IT

Tools

ServiceNow platform

Job description

Washington, DC, United States

Suitability/Public Trust

On-site only

Information Technology

Overview

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

Responsibilities

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

Qualifications

• 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

Posted Salary Range

USD $94,150.00 - USD $130,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at‑will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.