ITIL Specialist, Mid

The ITIL Specialist, Mid leads the design, implementation, and continual refinement of ITIL‑aligned service management processes to strengthen the stability, consistency, and performance of IT services. This role assesses current incident, problem, change, request, and release workflows, identifies operational gaps, and produces optimized processes aligned with business objectives, governance frameworks, and federal IT requirements.

Operating at a journeyman level, the specialist collaborates with process owners, service desk teams, operations, and project stakeholders to establish standard procedures, ensure supporting tools are correctly configured, and monitor compliance through KPIs, dashboards, and audits. The position is instrumental in driving continual service improvement across a dynamic federal IT environment.

• Lead analysis of existing ITSM processes and design future‑state workflows for incident, problem, change, request, and release management that follow ITIL best practices and organizational directives.

• Develop, publish, and maintain high‑quality process documentation—including process flows, RACI charts, SOPs, and work instructions—to support operational consistency across teams.

• Define and maintain ITSM KPIs and metrics (e.g., MTTR, change success rate, backlog trends), generate insights from data, and recommend actionable improvements.

• Act as or support process owner/manager functions by championing process changes, coordinating communications, and ensuring alignment with policies, compliance requirements, and internal controls.

• Partner with ITSM platform administrators to translate process designs into tool functionality, validate workflow behavior, and support enhancements or automation opportunities.

• Lead or facilitate process audits, health checks, and compliance reviews; analyze ticket samples, document findings, and drive remediation actions with accountable stakeholders.

• Support and facilitate root‑cause analysis and corrective action planning for major or recurring incidents and problems, ensuring governance adjustments and process changes accompany technical remediation.

• Provide coaching and knowledge sharing to junior team members and operations staff on ITIL frameworks, process adherence, and continual service improvement techniques.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.

• 4–7 years of experience in IT service management or IT operations roles with direct responsibility for ITIL‑aligned processes (such as incident, problem, or change management).

• Strong understanding of the ITIL service lifecycle, process interdependencies, and governance frameworks within enterprise IT environments.

• Demonstrated experience analyzing, designing, and documenting ITSM processes and successfully implementing them into daily operations.

• Proficiency with incident, problem, and change management tools or enterprise ITSM platforms, including reporting, dashboards, and KPI development.

• Excellent analytical, communication, and interpersonal skills with the ability to balance multiple initiatives and coordinate across diverse teams.

• Proven experience analyzing, designing, and documenting ITSM processes and implementing them in an operational environment.

• Proficiency with problem and incident management tools or broader ITSM platforms, including reporting and KPI development.

• Excellent problem‑solving, analytical, communication, and interpersonal skills, with the ability to manage and prioritize multiple concurrent tasks.

• Candidates must have a current secret security clearance.

• Hands‑on experience leading one or more ITIL processes (for example, problem or change management) in an enterprise or government IT environment.

• ITIL Foundation plus intermediate or advanced ITIL/ITSM training (such as continual improvement or service operations modules).

• Experience conducting formal process audits, health checks, or readiness assessments and presenting findings to leadership.

• Familiarity with continual service improvement techniques and facilitation of lessons‑learned or review sessions.

$110,000 - $142,437

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation, and national origin are not and will not be considered in any personnel or management decisions. All decisions on employment are made to abide by the principle of equal employment for all job classifications.