Senior ITSM Engineer - ServiceNow & ITIL Expert (Hybrid DC)

ActioNet, Inc.; Vienna (VA); Hybrid; USD 187,000 - 207,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts (FSA)

Employee Referral and MeritRecognition

Employee Assistance and Identity Theft

Paid Holidays: 11 per year

Paid Time Off (PTO)

Disability Insurance

Job summary

ActioNet, Inc. is seeking a Senior ITSM Engineer to establish and improve enterprise IT Service Management processes in the Washington, DC area.

The role leads governance forums, defines standardized incident, problem, change, and configuration processes, and translates requirements into ServiceNow workflows and dashboards. You will collaborate with cross-functional teams to optimize performance metrics and drive continual service improvement, requiring strong ITIL knowledge and ServiceNow

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

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.

Skills

IT operations

ITSM

IT governance

ITIL practices

ServiceNow ITSM

Process design

Stakeholder management

Communication

Job description

ActioNet, Inc. is seeking a Senior ITSM Engineer to establish and improve enterprise IT Service Management processes in the Washington, DC area.

The role leads governance forums, defines standardized incident, problem, change, and configuration processes, and translates requirements into ServiceNow workflows and dashboards. You will collaborate with cross-functional teams to optimize performance metrics and drive continual service improvement, requiring strong ITIL knowledge and ServiceNow