Senior ITSM Engineer Subject Matter Expert (SME)

Socket.dev; Suitland (MD); On-site; USD 110,000 - 160,000; 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

Socket.dev seeks a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. You will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and SLAs while guiding governance forums and ServiceNow enhancements.

The role translates process requirements into scalable workflows and dashboards, partnering with ServiceNow admins to implement improvements and metrics driving MTTR and service quality.

Qualifications

• Strong knowledge of ITIL practices and ITSM governance.
• Experience designing enterprise ITSM processes and workflows.
• Ability to translate requirements into ServiceNow configurations.

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 workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support governance forums (CCBs, ERBs).
• Define change categories, risk criteria, and escalation procedures.
• Translate operational requirements into ServiceNow functional requirements and enhancements.
• Recommend improvements to ServiceNow workflows, dashboards, and CMDB.
• Collaborate with ServiceNow administrators and developers on platform enhancements.
• Establish escalation and resolver processes across tiers; manage post-implementation reviews.

Skills

ITIL

ServiceNow ITSM

Governance

Incident management

Problem management

Change management

Process design

Stakeholder management

Tools

ServiceNow

Job description

US Citizenship Required

We are seeking a SeniorITSMEngineerto establish, standardize, and improve enterprise IT Service Management processes and governance. The role will define enterprise processes forIncident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, while helping establish governance forums such asChange Control Boards (CCBs) and Engineering Review Boards (ERBs).

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

Key Responsibilities

• Design and implement enterpriseITSMprocesses 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 supportCCBs, 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.
• TranslateITSMand operational requirements intoServiceNow functional requirements and enhancement recommendations.
• 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.
• Establish processes forMajor Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
• Define 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 implementingITSMprocesses.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supportingCCBs, ERBs, or similar governance boards.
• Strong working knowledge ofServiceNowITSMcapabilities 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 ServiceNowITSM, CMDB, ITOM, Service Catalog, or Performance Analytics.
• Federal Government or large enterprise IT experience.
• Familiarity with Agile, DevSecOps, CI/CD, and enterprise architecture governance.

• 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