Mid ServiceNow ITSM Process Systems Engineer

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Full Time Professional – St. Louis, MO, US

This role bridges the gap between business requirements and technical implementation by documenting and optimizing IT Service Management (ITSM) processes on the Service Now platform, including Incident, Problem, Change, and service catalog processes to ensure alignment with ITIL and the CMDB.

• Document existing processes, optimize processes, define new processes, and coordinate deployment of new ITSM processes in Service Now according to ITIL best practices.
• Translate business requirements into functional and technical specifications for platform development.
• Collaborate with process owners, stakeholders, and developers to implement and optimize workflows, forms, SLAs, notifications, and automation.
• Lead process workshops and working sessions to define current/future state and recommend best-in-class solutions.
• Ensure alignment of ITSM modules with organizational goals, compliance needs, and platform standards.
• Conduct gap analyses, identify improvement opportunities, and support process reengineering efforts.
• Assist with testing, user training, documentation, and transition to support.
• Participate in upgrades, patching, and roadmap planning for ITSM capabilities.

• Active TS/SCI Clearance
• ITIL Foundation or Intermediate certification.
• Service Now Certified System Administrator (CSA)
• Strong knowledge of ITIL concepts and experience designing ITSM workflows.
• Ability to gather and analyze complex requirements from technical and non-technical stakeholders.
• Experience with Service Now Flow Designer, Virtual Agent, and Performance Analytics.
• Exposure to Agile/Scrum or SAFe methodologies.
• Excellent communication, facilitation, and documentation skills
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time‑sensitive constraints in a fast‑paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem‑solving skills; ability to visualize a problem/situation and think abstractly to solve it.
• Familiarity with other Service Now modules like CMDB, Discovery, or ITOM is a plus.

• Experience with Tier 1‑4 Service Desk
• SA experience with building unclassified, integrating, test, and deploying on classified environments on multiple security domains
• SA experience with integration and deployment of multiple baselines to support internal and Test Organization (IV&V) testing, resolving DRs (Pri 1 and
  2), and incorporating fixes in a quick and timely manner
• 3+ years of hands‑on experience with Service Now ITSM modules

• Bachelor’s degree in Information Systems, Computer Science, or a related field and 4+ years’ experience OR Associate degree and 6+ years’ experience OR High school diploma or GED and 8+ years’ experience in a related field

• Active TS/SCI Clearance

• This position resides in St. Louis, MO, working onsite five days per week.

• None

USmax is an Equal Opportunity Employer. Please see our website to learn more about our employment policies or to request accommodation to enable you to apply for employment.