ITSM Engineer with Security Clearance

GovCIO is currently hiring for an ITSM (Service Now) Engineer to support the DFC onsite in NW Washington, DC. Responsibilities

Key Responsibilities
Service Now & ITIL Process Ownership
* Execute and optimize ITIL 4 practices within Service Now-including Incident, Problem, Change, Request, and Knowledge Management-consistent with PWS requirements and service quality benchmarks
* Maintain ≥95% CMDB accuracy and ≥95% knowledge article accuracy, ensuring ITSM data meets audit readiness and contractual compliance standards Incident & Problem Management
* Lead or support major incident coordination for P1 events affecting multiple service towers, partnering with cross-functional technical teams to drive timely restoration
* Conduct root-cause analysis, trend evaluation, and documentation of corrective actions Change & Request Management
* Support ITIL Change Enablement processes, ensuring proper CAB/ERB/CCB coordination, risk evaluation, and approval workflows
* Validate Service Now workflows, forms, and automation for request fulfillment operations Knowledge & Documentation Quality
* Ensure ticket documentation, work notes, categorization, and resolution meet quality standards (≥95% target)
* Maintain SOPs, operational runbooks, process documents, and major incident reports consistent with federal compliance expectations Governance & Contract Compliance
* Participate in ITSM governance reviews, providing KPI, SLA, and trend analysis reporting aligned with contract obligations
* Support deliverables such as Monthly Status Reports, performance dashboards, and PWS-aligned operational artifacts Continuous Service Improvement
* Identify automation opportunities, workflow enhancements, and process maturity improvements
* Collaborate with engineering, network, security, cloud, and application teams to reduce recurring issues and bolster service reliability Qualifications
* Bachelor's with 8+ years of ITSM engineering experience (or commensurate experience)
* Hands-on experience with Service Now ITSM modules (Incident, Problem, Change, Request, Knowledge)
* Strong understanding of ITIL 4 practices and enterprise ITSM operations
* Experience supporting federal contracting environments or large enterprise service desk operations
* Ability to support major incidents and multi-tower technical coordination
* Competency in producing audit-ready documentation and adhering to performance targets (CMDB accuracy, knowledge accuracy, ticket quality)

* Clearance Required:

Ability to maintain a public trust clearance Posted Salary Range USD $94,150.00 - USD $ /Yr.