ITSM ServiceNow Analyst Manager

General Dynamics Information Technology; Washington (Washington County); Hybrid; USD 143,000 - 173,000; Full time

Job summary

General Dynamics Information Technology seeks an experienced Solutions Manager to lead the deployment of ServiceNow ITSM/ITBM for a DHS IT customer. You will gather requirements, design solutions, and supervise developers and testers in an Agile setting.

The role requires ITSM/ITIL expertise, leadership, and strong communication with executives, plus hands-on capability to guide the team and ensure on-time outcomes.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
• 5-10 years of related experience, including supervisory responsibilities.
• ITIL V3 Foundation certification.
• ServiceNow Technical Certification.
• Ability to work in a team-oriented environment and manage multiple projects.

Responsibilities

• Lead ITSM Deployment for the customer.
• Manage Developers and their tasks to ensure timely delivery and on budget.
• Mature ITSM processes across the organization.
• Integrate Change, Service Asset & Configuration, and Release Management.
• Provide weekly/monthly metrics and create training materials.

Skills

ITSM

ServiceNow

ITIL

Leadership

Project coordination

Education

Bachelor's degree in Computer Science, Engineering, Business, or related field

Tools

ServiceNow ITSM

ServiceNow ITBM

ServiceNow ITOM

Job description

Hybrid - Washington, District of Columbia, United States

Jul 22, 2026

$142,792 - $172,500/year

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Confidential

Public Trust/Other Required:

Other

Job Family:

Technical Solutions

Job Qualifications:

Skills:

Certifications:

None

Experience:

5 + years of related experience

Yes

Job Description:

GDIT is seeking an experienced and technically strong leader who can focus on gathering requirements and managing a team of developers and testers to deliver ServiceNow solutions to a DHS IT customer.

This is a role that will lead as part of a team to deploy ServiceNow ITSM and ITBM capabilities within the CIO of the DHS affiliate organization. This individual will be on a leadership team to help identify requirements, design solutions and manage developers to implement solutions for the customer. They will also oversee and guide the design setup, operations, and implement new service capabilities, effectively and efficiently in an Agile manner.

They will also be part of the overall leadership staff within the contract.

The candidate should have the following qualities:

HOW THIS SOLUTIONS MANAGER WILL MAKE AN IMPACT

The ideal candidate will have ServiceNow experience with ITSM and other module tool configuration and integration with the platform (such as ITBM, SAM, Sec, ITOM) and IT project implementation experience, both in IT Operations and Maintenance (O&M).
Candidates who are experienced and well versed in both ITSM and IT infrastructure (security, server and network) will be a great fit as many of these processes will be included in the implementation requirements form the DHS IT Business and Service Delivery customers.
The candidate will be able to leverage their experience in Technology and IT Service Management (ITSM) processes to assist in developing and implementing an implementation roadmap that promotes ServiceNow capabilities and activities, including tool implementation, procedures and training documentation, while providing direction and support for all users.
Must demonstrate an exceptional work ethic, excellent written and verbal communication skills and able to work closely with and present to top level customer executives.
Collaborate with different organizational groups, most of which will not be direct reports, to align priorities and resources by drawing upon shared values and organizational commitments. A background in service delivery, operations, and organizational change is a plus.

Responsibilities

Lead ITSM Deployment for the customer

Manage Developers and their tasks to ensure tasks are achieved on schedule and on budget,

• Lead maturing ITSM processes across the organization
• Integrate Change, Service Asset & Configuration, and Release Management to achieve defined outcomes.
• Ensure successful execution of customer services, ensuring intended outcomes are achieved.
• Capable of being technically hands-on
• Provide weekly and monthly metrics to meet customer-reporting requirements.
• Develop ITSM tool training materials and deliver instruction as needed
• Provide guidance and work leadership to less-experienced staff
• Support on-time contract deliverables and work products to meet customer expectations.

WHAT YOU WILL NEED TO SUCCEED

• Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience

Required Qualifications:

• 5-10 years of related experience, include supervisory
• Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience
• ITIL V3 Foundation
• ServiceNow Technical Certification
• Ability to self-motivate while operating effectively in a team-oriented and collaborative environment
• Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment
• Demonstrated knowledge of all ITSM/ITIL, NIST, and ATO integrated requirements

Desired Qualifications:

• Desired Certifications: ITIL Intermediate and PMP
• Proficiency in ITSM process automation and automated performance metric generation.
• Experience providing leadership and technical training
• Familiarity with numerous ServiceNow modules (ITSM, ITOM, ITBM, Sec, SAM, etc)

The likely salary range for this position is $142,792 - $172,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Hybrid

Work Location:

USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

General Dynamics Information Technology provides innovative consulting, technology, and mission services to U.S. government agencies, leveraging expertise in digital modernization, AI, cloud, and cybersecurity.

IT System Data Services IT Services and IT Consulting Professional Services

Company General Dynamics Information Technology

Location Hybrid - Washington, District of Columbia, United States