ITSM Engineer
Job in
Washington, District of Columbia, 20080, USA
Listed on 2026-08-20
Listing for:
GovCIO
Full Time
position Listed on 2026-08-20
Job specializations:
-
IT/Tech
IT Support, IT Business Analyst, IT Project Manager, IT QA Tester / Automation
Job Description & How to Apply Below
Suitability/Public Trust
On-site only
Information Technology
** Overview*
* 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.
** Company Overview*
* GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
** What You Can Expect*
* ** Interview & Hiring Process*
* If you are selected to move forward through the process, here's what you can expect:
+ During the Interview Process
+ Virtual video interview conducted via video with the hiring manager and/or team
+ Camera must be on
+ A valid photo be presented during each interview
+ During the Hiring Process
+ Enhanced Biometrics screening
+ Background check, to include:
+ Criminal history (past 7 years)
+ Verification of your highest level of education
+ Verification of your employment history (past 7 years), based on information provided in your application
** Employee Perks*
* At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being,…
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