ITSM Engineer - ServiceNow, ITIL Expert & Incident Lead

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 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.