Senior ITSM Engineer (ITSM SME) - Hybrid - Suitland, MD

About the role

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. This is a hybrid position based in Washington, DC Metro Area. U.S. Citizenship is required.

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.
• Define reporting mechanisms that can be utilized from ServiceNow.
• 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.
• Facilitate Major Incident Management, Root Cause Analysis, Problem Management, and post‑implementation reviews.
• Define and track 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