Senior ITSM Engineer; ITSM SME; Hybrid - Suitland, MD

Senior ITSM Engineer (ITSM SME)

Location:

Hybrid - 2 days a week on-site - DC Regional Area

Salary: 187K-207K

We are seeking a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. The role will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management, while helping establish governance forums such as Change Control Boards (CCBs) and Engineering Review Boards (ERBs).

The ITSM Engineer will also serve as the link between operational processes and Service Now, translating process requirements into recommended workflows, automation, approvals, dashboards, reporting, and platform enhancements.

This is a hybrid position based in Washington, DC Metro Area. U.S. Citizenship is required.

• Design and implement enterprise ITSM processes aligned with ITIL best practices.
• Establish standardized processes for Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
• Develop process workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support CCBs, ERBs, technical review boards, and operational governance forums.
• Define change categories, risk criteria, approval requirements, and escalation procedures.
• Evaluate existing processes and identify opportunities to reduce duplication, improve efficiency, and automate manual activities.
• Translate ITSM and operational requirements into Service Now functional requirements and enhancement recommendations.
• Define reporting mechanisms that can be utilized from Service Now
• Recommend improvements to Service Now workflows, forms, approvals, notifications, SLAs, dashboards, routing, CMDB, and reporting.
• Work with Service Now administrators and developers to validate and implement platform enhancements.
• Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
• Facilitate Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
• Define and track operational KPIs such as MTTR, incident recurrence, change success rate, SLA compliance, and request fulfillment performance.
• Lead continual service improvement activities based on operational metrics, trends, and stakeholder feedback.

• 7+ years of experience in enterprise IT operations, ITSM, or IT governance.
• 5+ years of experience designing or implementing ITSM processes.
• Strong knowledge of ITIL practices and enterprise service management.
• Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Experience establishing or supporting CCBs, ERBs, or similar governance boards.
• Strong working knowledge of Service Now ITSM capabilities and workflows.
• Ability to translate operational requirements into Service Now process and platform recommendations.
• Experience developing workflows, SOPs, process maps, governance models, and operational metrics.
• Strong communication, facilitation, analytical, and stakeholder management skills

• ITIL 4 certification.
• Service Now certification such as CSA or CIS-ITSM.
• Experience with Service Now ITSM, CMDB, ITOM, Service Catalog, or Performance Analytics.
• Federal Government or large enterprise IT experience.
• Familiarity with Agile, Dev Sec Ops , CI/CD, and enterprise architecture governance.

• Certified in the Governance of Enterprise IT (CGEIT)
• Certified Information Systems Auditor (CISA)
• Certified in Risk and Information Systems Control (CRISC)
• ITIL 4 Managing Professional or TOGAF Certification

At Actio Net, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees:
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