Senior ITSM Engineer – ServiceNow & ITIL Expert

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

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is seeking an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC. You will own ServiceNow ITSM processes and ITIL practices, ensuring CMDB and knowledge article accuracy, and coordinating incident management.

You will work with cross-functional teams to drive root‑cause analysis, automate workflows, and ensure audit readiness and contract compliance. A public trust clearance is required for this on‑site role in Washington, DC.

Qualifications

• Bachelor's degree with 8+ years ITSM engineering experience.
• Hands-on experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Strong ITIL 4 knowledge in enterprise ITSM operations.
• Experience in federal contracting environments or large enterprise service desks.
• Ability to coordinates major incidents and multi-tower coordination.

Responsibilities

• ServiceNow & ITIL Process Ownership and optimization.
• Lead incident and problem management across multiple service towers.
• Support Change Enablement with CAB/ERB/CCB coordination and approvals.
• Ensure high-quality ticket docs, SOPs, and runbooks.
• Participate in ITSM governance with KPI/SLA analysis and reporting.
• Identify automation opportunities and drive continuous improvement.

Skills

ServiceNow ITSM

ITIL 4

Incident management

Change management

Audit readiness

Education

Bachelor's degree in IT

Tools

ServiceNow platform

Job description

GovCIO is seeking an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC. You will own ServiceNow ITSM processes and ITIL practices, ensuring CMDB and knowledge article accuracy, and coordinating incident management.

You will work with cross-functional teams to drive root‑cause analysis, automate workflows, and ensure audit readiness and contract compliance. A public trust clearance is required for this on‑site role in Washington, DC.