ITSM Engineer

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

Job summary

GovCIO is hiring an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC. The role focuses on owning ITIL processes within ServiceNow, incident and problem management, change enablement, and knowledge quality, ensuring audit-ready documentation and high CMDB accuracy.

The ideal candidate will manage major incidents, coordinate across multiple service towers, and produce governance artifacts in alignment with contract obligations. A public trust clearance is required.

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.

Responsibilities

• 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
• 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
• 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

Skills

ITSM engineering

ServiceNow ITSM

ITIL 4 practices

Major incident coordination

Audit readiness

Cross-functional coordination

Education

Bachelor's degree

Tools

ServiceNow

Job description

Overview

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

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.