Senior ITSM Engineer (ITSM SME) - Hybrid - Suitland, MD

ActioNet; Vienna (VA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts (FSA)

Employee Assistance and Identity Theft

Paid Holidays

Job summary

ActioNet in the Washington, DC metro region is seeking a Senior ITSM Engineer to define enterprise ITIL-based ITSM processes and governance. You will translate process requirements into ServiceNow workflows, dashboards, approvals, and platform enhancements, partnering with SN administrators to drive improvements.

The role focuses on Incident, Problem, Change, Request, Configuration, Knowledge, and SLA management while establishing governance forums and metrics to improve MTTR and service

Qualifications

• 7+ years in enterprise IT operations, ITSM, or IT governance.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience designing or implementing ITSM processes.
• Experience establishing governance boards like CCBs or ERBs.
• Ability to translate requirements into ServiceNow workflows and analytics.

Responsibilities

• Design and implement enterprise ITSM processes aligned with ITIL best practices.
• Establish standardized processes for Incident, Problem, Change, Request, Configuration, Knowledge, and SLAs.
• Develop workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Support governance forums (CCBs, ERBs) and incident escalation structures.
• Translate ITSM requirements into ServiceNow enhancements and dashboards.
• Define and track KPIs such as MTTR, SLA compliance, and change success.

Skills

ITSM experience

ITIL knowledge

ServiceNow expertise

Governance & forums

Process design

Stakeholder management

Tools

ServiceNow ITSM

Job description

Location: Hybrid - 2 days a week on-site - DC Regional Area

Position Overview

We are seeking a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. The role will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, while helping establish governance forums such as Change Control Boards (CCBs) and Engineering Review Boards (ERBs).

The ITSM Engineer will also serve as the link between operational processes and ServiceNow, translating process requirements into recommended workflows, automation, approvals, dashboards, reporting, and platform enhancements.

This is a hybrid position based in Washington, DC Metro Area. U.S. Citizenship is required.

Key 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.
• Evaluate existing processes and identify opportunities to reduce duplication, improve efficiency, and automate manual activities.
• Translate ITSM and operational requirements into ServiceNow functional requirements and enhancement recommendations.
• Define reporting mechanisms that can be utilized from ServiceNow
• Recommend improvements to ServiceNow workflows, forms, approvals, notifications, SLAs, dashboards, routing, CMDB, and reporting.
• Work with ServiceNow administrators and developers to validate and implement platform enhancements.
• Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
• Facilitate Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
• Define and track operational KPIs such as MTTR, incident recurrence, change success rate, SLA compliance, and request fulfillment performance.
• Lead continual service improvement activities based on operational metrics, trends, and stakeholder feedback.

Required Qualifications

• 7+ years of experience in enterprise IT operations, ITSM, or IT governance.
• 5+ years of experience designing or implementing ITSM processes.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supporting CCBs, ERBs, or similar governance boards.
• Strong working knowledge of ServiceNow ITSM capabilities and workflows.
• Ability to translate operational requirements into ServiceNow process and platform recommendations.
• Experience developing workflows, SOPs, process maps, governance models, and operational metrics.
• Strong communication, facilitation, analytical, and stakeholder management skills

Preferred Qualifications

• ITIL 4 certification.
• ServiceNow certification such as CSA or CIS-ITSM.
• Experience with ServiceNow ITSM, CMDB, ITOM, Service Catalog, or Performance Analytics.
• Federal Government or large enterprise IT experience.
• Familiarity with Agile, DevSecOps, CI/CD, and enterprise architecture governance.

Preferred Certifications

• Certified in the Governance of Enterprise IT (CGEIT)
• Certified Information Systems Auditor (CISA)
• Certified in Risk and Information Systems Control (CRISC)
• ITIL 4 Managing Professional or TOGAF Certification

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees : We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers : We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community : We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values inclusion at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

ActioNet is an equal opportunity employer and value inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ActioNet Core Value #1 - Instill Integrity In Everything We Do