Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Ignite IT, LLC; Suitland (MD); Hybrid; USD 120.000 - 170.000; Vollzeit

Benefits dieser Stelle

401(k)

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Zusammenfassung

Ignite IT, LLC in Suitland, MD seeks a Senior ITSM Engineer to establish and improve enterprise ITSM processes and governance. You will define processes across Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, and coordinate governance forums such as CCBs and ERBs.

You will translate requirements into ServiceNow workflows, approvals, dashboards, and platform enhancements.

Qualifikationen

• 7+ years of experience in enterprise IT operations, ITSM, or IT governance.
• 5+ years 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.

Aufgaben

• 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.

Kenntnisse

ITIL practices

ServiceNow ITSM

Governance experience

Stakeholder management

Process design

Workflow automation

Communication skills

Analytical thinking

Tools

ServiceNow

CMDB

Performance Analytics

Jobbeschreibung

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 and ServiceNow, 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