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ITSM Engineer

GovCIOUnited States🇺🇸United StatesPosted 18 Aug 2026

Why This Role Stands Out

Advance your career by optimizing ITIL 4 practices and ServiceNow processes within a reputable organization, contributing to critical government IT services. You'll thrive in this role if you possess strong analytical skills and a passion for ensuring service excellence, with a competitive compensation package of $94,150 - $130,000 annually. Apply today to make a significant impact and grow your expertise in a dynamic environment.

Quick Overview

Salary
$94.2k - $130k/yr
Seniority
Mid Senior
Work mode
On Site
Location
United States
Posted
3 weeks ago

Job Description

GovCIO 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 ?95% CMDB accuracy and ?95% 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 cross-functional technical teams to drive timely restoration
  • Conduct root-cause 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 (?95% 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 PWS-aligned 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)
  • Hands-on 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 multi-tower technical coordination
  • Competency in producing audit-ready documentation and adhering to performance targets (CMDB accuracy, knowledge accuracy, ticket quality)
  • Clearance Required: Ability to maintain a public trust clearance

Posted Salary Range

USD $94,150.00 - USD $130,000.00 /Yr.

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