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Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Ignite IT

Suitland-Silver Hill, Maryland • Today

Full-time

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 30+ days ago

Fitment

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Washington, District of Columbia

•

Today

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic securi

Full-time

Senior ServiceNow CMDB Specialist

Arlington, Virginia

•

Today

GovCIO is currently hiring for a Senior ServiceNow CMDB Specialist with an active Secret clearance responsible for the end-to-end architecture, implementation, and long-term maturation of the enterprise Configuration Management Database (CMDB). This position is located in Arlington, VA and is a hybrid position. Responsibilities This role places the ServiceNow CMDB at the center of the IT operational framework, establishing it as the single, authoritative source of truth for the entire IT enviro

Full-time

USD 150,000.00 - 220,000.00 per year

ServiceNow Architect

Temple Hills, Maryland

•

17d ago

Absolute Business Solutions Corp (ABSC) is not just another tech company. We're a community of innovators, engineers, analysts and business professionals working together with our customers to tackle the most complex challenges. For more than 20 years we've supported critical Department of Defense (DoD), Intelligence Community (IC), Federal Civilian missions and global, multi-national corporations. We specialize in supporting our clients in the Intelligence, Technology, Defense, AI/ML, and Data

Full-time

USD 105,000.00 per year

ServiceNow SAM Developer-Secret

Camp Springs, Maryland

•

Today

Location: Camp Springs, Maryland Category: Software Engineer Travel Required: No Remote Type: No Clearance: Secret As a ServiceNow Developer, you will be the hands-on engineering force behind the IT Service Management (ITSM) modernization efforts for the Air Force District of Washington (AFDW) and the Department of the Air Force (DAF). Working in close coordination with architects and business stakeholders, you will build, configure, and deploy the automated workflows, custom applications, an

Full-time

USD 107,900.00 - 195,050.00 per year

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

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

Dice Id: 91087878
Position Id: 96cb27afdc95fecb0b14104212d303f3
Posted 30+ days ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Washington, District of Columbia

•

Today

Full-time

Senior ServiceNow CMDB Specialist

Arlington, Virginia

•

Today

Full-time

USD 150,000.00 - 220,000.00 per year

ServiceNow Architect

Temple Hills, Maryland

•

17d ago

Full-time

USD 105,000.00 per year

ServiceNow SAM Developer-Secret

Camp Springs, Maryland

•

Today

Full-time

USD 107,900.00 - 195,050.00 per year

Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Skills

Summary

Dice Job Match Score™

Similar Jobs

Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Job Details

Skills

Summary

Dice Job Match Score™

Similar Jobs