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Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Suitland, MD, US • Posted 21 hours ago • Updated 8 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

DMV
Change Control
Service Level Management
RACI
Functional Requirements
Forms
Dashboard
Routing
Reporting
Tier 1
Tier 2
Tier 3
Incident Management
Root Cause Analysis
Problem Management
KPI
SLA
Regulatory Compliance
IT Governance
Service Management
Change Request Management
Knowledge Management
Workflow
Communication
Facilitation
Analytical Skill
Stakeholder Management
ITIL
ServiceNow
IT Service Management
Configuration Management Database
IT Operations
Analytics
Agile
DevSecOps
Continuous Integration
Continuous Delivery
Enterprise Architecture
Health Insurance
Life Insurance
Professional Development
Insurance

DMV
Change Control
Service Level Management
RACI
Functional Requirements
Forms
Dashboard
Routing
Reporting
Tier 1
Tier 2
Tier 3
Incident Management
Root Cause Analysis
Problem Management
KPI
SLA
Regulatory Compliance
IT Governance
Service Management
Change Request Management
Knowledge Management
Workflow
Communication
Facilitation
Analytical Skill
Stakeholder Management
ITIL
ServiceNow
IT Service Management
Configuration Management Database
IT Operations
Analytics
Agile
DevSecOps
Continuous Integration
Continuous Delivery
Enterprise Architecture
Health Insurance
Life Insurance
Professional Development
Insurance

Summary

ship 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91087878
Position Id: 96cb27afdc95fecb0b14104212d303f3
Posted 21 hours ago

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