Senior ITSM Engineer Subject Matter Expert (SME)

Ignite IT; Suitland (MD); On-site; USD 110,000 - 140,000; 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 in Suitland, MD seeks a Senior ITSM Engineer to lead enterprise ITSM governance and process design. The role focuses on defining Incident, Problem, Change, and Knowledge Management, and aligning with ServiceNow enhancements and dashboards.

You will work with governance boards and drive continual service improvement across the organization. Ideal candidates bring ITIL mastery, ITSM program leadership, and strong stakeholder management to translate operational needs into scalable

Qualifications

• 7+ years in enterprise IT operations, ITSM, or IT governance.
• 5+ years designing or implementing ITSM processes.
• Strong ITIL practices knowledge and governance experience.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supporting governance boards like CCBs/ERBs.
• Strong ServiceNow ITSM workflow knowledge and translations to platform enhancements.

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 CCBs, ERBs, and other governance forums.
• Translate ITSM requirements into ServiceNow functional enhancements and dashboards.
• Define operational KPIs such as MTTR, SLA compliance, and change success rate.

Skills

ITIL

ITSM

Stakeholder mgmt

Process design

KPI analysis

Governance

Incident/Problem changes

Tools

ServiceNow ITSM

CMDB/ITOM

Reporting dashboards

Job description

US Citizenship Required
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).

US Citizenship Required
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.

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
• 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 for Major 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

Requirements

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

Benefits

• 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