ITSM Subject Matter Expert; SME

Program

Description:

The Customer requires enterprise architecture, modernization, integration, project management, and IT service management support for its IT Enterprise and large-scale programs. The effort includes assessment and improvement of enterprise services, processes, governance, and supporting technologies to ensure scalable, reliable, secure, and efficient service delivery.

The IT Service Management SME serves as the bridge between service management leadership, business stakeholders, operational teams, and Service Now implementation resources. The position is responsible for implementing and continually improving enterprise service management capabilities through process design, governance, stakeholder engagement, requirements management, Service Now enablement, and continual service improvement activities. Responsibilities include supporting ITSM, Demand Management, Customer Relationship Management (CRM), Service Catalog Management, and Service Portfolio Management capabilities to ensure service management objectives are effectively operationalized across the enterprise.

The IT Service Management SME serves as the primary bridge between service management leadership, business stakeholders, operational teams, and Service Now implementation resources. The position is responsible for implementing and continuously improving enterprise service management processes, governance controls, performance measures, customer engagement practices, demand management capabilities, and Service Now-enabled workflows that support organizational objectives.

The role assesses current capabilities, identifies improvement opportunities, translates business requirements into operational processes and Service Now requirements, and supports the implementation of scalable, measurable, and sustainable service management solutions across the enterprise.

The ITSM SME will collaborate with the ITSM Lead, service owners, business stakeholders, and Service Now teams to implement and continually improve service management capabilities through documented processes, governance controls, workflows, procedures, metrics, reporting, and platform enablement activities.

The SME will define, implement, document, and continuously improve ITSM processes, including:
Incident, Problem, Change Enablement, Request, Knowledge, Service Catalog, Major Incident, Release, Asset, and Configuration Management.

Implement and continually improve Demand Management, Customer Relationship Management, Service Portfolio Management, and Service Catalog Management processes, including intake workflows, stakeholder engagement procedures, governance controls, reporting requirements, service definitions, onboarding processes, and Service Now-enabled capabilities.

The SME will collaborate with Service Now administrators, developers, architects, and platform support personnel to translate business and process requirements into implementable Service Now capabilities, workflows, forms, automation opportunities, dashboards, reports, and integrations.

The SME will assess Service Now ITSM capabilities, workflows, reporting solutions, automation features, CMDB health, Discovery, Service Mapping, data quality, governance controls, integration effectiveness, and platform utilization to identify improvement opportunities.

The SME will develop and maintain process documentation, operating procedures, governance artifacts, workflow diagrams, requirements documentation, KPI definitions, SLA and OLA frameworks, reporting specifications, and training materials.

The SME will support stakeholder interviews, workshops, process reviews, requirements sessions, governance forums, testing activities, operational readiness reviews, and continual service improvement initiatives.

The SME will identify process, data, governance, operational, and technology gaps and develop actionable recommendations to improve service delivery, customer experience, operational performance, and service management maturity.

The SME will ensure all recommendations and implementations align with enterprise architecture standards, cybersecurity requirements, project management frameworks, SDLC processes, quality standards, federal requirements, and organizational policies.

• Bachelor's degree in information technology, computer science, information systems, engineering, business, or a related discipline. Additional relevant experience may be substituted for a degree
• Significant experience in IT service management, enterprise service delivery, and Service Now-enabled service management environments
• Demonstrated experience implementing and operationalizing ITSM processes, governance controls, service ownership practices, Demand Management, Customer Relationship Management (CRM), Service Catalog Management, Service Portfolio Management, and service performance management capabilities within a complex enterprise environment
• Experience facilitating stakeholder…