Senior ITSM Engineer Subject Matter Expert (SME) DMV Area
Core
Design, standardize, and improve enterprise IT Service Management processes and governance, acting as the link between operational processes and the ServiceNow platform.
Role type
Senior ITSM Engineer Subject Matter Expert
Builds
Enterprise ITSM processes, governance forums (CCBs, ERBs), ServiceNow workflows, automation, and dashboards
Domain
IT Service Management / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL practices, ITSM process design, ServiceNow ITSM capabilities, governance board management, process mapping, operational metrics definition, stakeholder facilitation
Preferred skills
ITIL 4 certification, ServiceNow certifications (CSA, CIS-ITSM), Federal Government IT experience, Agile/DevSecOps familiarity
Technologies
ServiceNow, ITIL
Responsibilities
Design and implement enterprise ITSM processes aligned with ITIL best practices; Establish standardized processes for Incident, Problem, Change, Request, Configuration, and Knowledge Management; Develop process workflows, SOPs, RACI matrices, and governance procedures; Establish and support Change Control Boards (CCBs) and Engineering Review Boards (ERBs); Translate operational requirements into ServiceNow functional requirements and platform enhancements; Define operational KPIs such as MTTR, SLA compliance, and change success rate; Lead continual service improvement activities based on operational metrics.
