OverviewGovCIO is currently hiring for an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC.
Responsibilities
Key Responsibilities
ServiceNow & ITIL Process Ownership
- Execute and optimize ITIL 4 practices within ServiceNow—including Incident, Problem, Change, Request, and Knowledge Management—consistent with PWS requirements and service quality benchmarks
- Maintain 6395% CMDB accuracy and 6395% knowledge article accuracy, ensuring ITSM data meets audit readiness and contractual compliance standards
Incident & Problem Management
- Lead or support major incident coordination for P1 events affecting multiple service towers, partnering with cross0functional technical teams to drive timely restoration
- Conduct root0cause analysis, trend evaluation, and documentation of corrective actions
Change & Request Management
- Support ITIL Change Enablement processes, ensuring proper CAB/ERB/CCB coordination, risk evaluation, and approval workflows
- Validate ServiceNow workflows, forms, and automation for request fulfillment operations
Knowledge & Documentation Quality
- Ensure ticket documentation, work notes, categorization, and resolution meet quality standards (6395% target)
- Maintain SOPs, operational runbooks, process documents, and major incident reports consistent with federal compliance expectations
Governance & Contract Compliance
- Participate in ITSM governance reviews, providing KPI, SLA, and trend analysis reporting aligned with contract obligations
- Support deliverables such as Monthly Status Reports, performance dashboards, and PWS0aligned operational artifacts
Continuous Service Improvement
- Identify automation opportunities, workflow enhancements, and process maturity improvements
- Collaborate with engineering, network, security, cloud, and application teams to reduce recurring issues and bolster service reliability
Qualifications
- Bachelor's with 8+ years of ITSM engineering experience (or commensurate experience)
- Hands0on experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge)
- Strong understanding of ITIL 4 practices and enterprise ITSM operations
- Experience supporting federal contracting environments or large enterprise service desk operations
- Ability to support major incidents and multi0tower technical coordination
- Competency in producing audit0ready documentation and adhering to performance targets (CMDB accuracy, knowledge accuracy, ticket quality)
- Clearance Required: Ability to maintain a public trust clearance
Posted Salary RangeUSD $94,150.00 - USD $130,000.00 /Yr.
