ITSM Strategy Lead: ServiceNow & Governance Expert

Ignite IT; Suitland (MD); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Ignite IT is seeking a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes. You will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, and drive governance forums such as CCBs and ERBs.

The role bridges operational processes with ServiceNow, translating requirements into workflows, automation, dashboards, and platform enhancements to support IT governance across the

Qualifications

• 7+ years in enterprise IT operations, ITSM, or IT governance.
• 5+ years designing or implementing ITSM processes.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.

Responsibilities

• Design and implement enterprise ITSM processes aligned with ITIL best practices.
• Establish standardized processes for Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
• Develop process workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support CCBs, ERBs, technical review boards, and operational governance forums.
• Define change categories, risk criteria, approval requirements, and escalation procedures.
• Translate ITSM and operational requirements into ServiceNow functional requirements and enhancement recommendations.

Skills

ITSM

ITIL

Governance

Stakeholder management

Process design

ServiceNow

Incident/Problem/Change management

Education

ITIL 4 certification

Tools

ServiceNow

CMDB

ITOM

Service Catalog

Performance Analytics

Job description

Ignite IT is seeking a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes. You will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, and drive governance forums such as CCBs and ERBs.

The role bridges operational processes with ServiceNow, translating requirements into workflows, automation, dashboards, and platform enhancements to support IT governance across the