ITSM Engineer

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

Job summary

GovCIO is seeking an ITSM Engineer to support the DFC onsite in NW Washington, DC. This role focuses on ServiceNow ITSM, ITIL processes, and governance across incident, problem, change, knowledge, and CMDB management.

The successful candidate will lead major incident coordination, drive root cause analysis, and ensure audit-ready documentation while collaborating with cross-team stakeholders in a federal contracting environment. Onsite work in Washington, DC.

Qualifications

• Bachelor's degree with 8+ years ITSM engineering experience.
• Hands-on ServiceNow ITSM modules: Incident, Problem, Change, Request, Knowledge.
• Strong ITIL v4 knowledge and enterprise ITSM operations.
• Experience in federal contracting environments or large enterprise service desks.
• Ability to support major incidents and multi-tower coordination.
• Audit-ready documentation and adherence to performance targets.
• Must maintain public trust clearance.

Responsibilities

• Execute and optimize ITIL 4 practices within ServiceNow.
• Maintain ≥95% CMDB accuracy and ≥95% knowledge article accuracy.
• Lead or support major incident coordination for P1 events.
• Conduct root‑cause analysis and corrective actions.
• Support Change Enablement processes and approval workflows.
• Validate ServiceNow workflows and automation for request fulfillment.
• Produce KPI/SLA trend analysis and Monthly Status Reports.
• Identify automation opportunities and collaborate across teams.

Skills

ITSM engineering

ServiceNow

ITIL v4

Incident management

Problem management

Change management

Knowledge management

Audit readiness

Governance reporting

Automation opportunities

Education

Bachelor's degree

Tools

ServiceNow

Job description

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.