Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Benefits
Dental Insurance
Paid Vacation
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).
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
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FAQs About Senior Itsm Engineer Subject Matter Expert (Sme) DMV Area Jobs at Ignite IT
What is the work location for this position at Ignite IT?
This job at Ignite IT is located in Suitland, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Ignite IT?
Employer has not shared pay details for this role.
What employment applies to this position at Ignite IT?
Ignite IT lists this role as a Full-time position.
What experience level is required for this role at Ignite IT?
Ignite IT is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Ignite IT for this role?
Ignite IT offers following benefits: Dental Insurance and Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Ignite IT?
You can apply for this role at Ignite IT either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.