ITSM Engineer

GovCIO
Washington
Workplace: OnsiteFull timeUSD 94,150 - 130,000 annuallyFunction: IT Operations (Systems/Network Admin)Experience: 8+ yearsEducation: bachelorsSkills: ["Root-cause analysis","Documentation","Cross-functional coordination"]

Own and optimize ITIL 4 service management practices in ServiceNow, including Incident, Problem, Change, Request, and Knowledge Management. Maintain high CMDB and knowledge accuracy targets to meet audit readiness and contractual compliance. Support major incident coordination, perform root-cause analysis, validate workflows and automation, and participate in ITSM governance with KPI/SLA reporting. Drive continuous service improvement and collaborate across engineering, network, security, cloud, and application teams.

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FursaFursa
GovCIO
GovCIO
4 days ago

ITSM Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own and optimize ITIL 4 service management practices in ServiceNow, including Incident, Problem, Change, Request, and Knowledge Management. Maintain high CMDB and knowledge accuracy targets to meet audit readiness and contractual compliance. Support major incident coordination, perform root-cause analysis, validate workflows and automation, and participate in ITSM governance with KPI/SLA reporting. Drive continuous service improvement and collaborate across engineering, network, security, cloud, and application teams.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Mid level

Key Responsibilities

  • •Execute and optimize ITIL 4 practices within ServiceNow for Incident, Problem, Change, Request, and Knowledge Management.
  • •Maintain ≥95% CMDB accuracy and ≥95% knowledge article accuracy to support audit readiness and contractual compliance.
  • •Lead or support major incident coordination for P1 events across multiple service towers and document corrective actions.
  • •Support ITIL Change Enablement processes, including CAB/ERB/CCB coordination, risk evaluation, and approval workflows.
  • •Validate ServiceNow workflows and automations, maintain SOPs/runbooks/process documents, and provide KPI/SLA and Monthly Status Reports.

Pay and Benefits

Salary: USD 94,150 - 130,000 annually

Key Requirements

  • •Bachelor's degree with 8+ years of ITSM engineering experience (or commensurate experience).
  • •Hands-on experience with ServiceNow 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 maintain audit-ready documentation and meet performance targets (CMDB accuracy, knowledge accuracy, ticket quality).
Experience:8+ years
Education:Bachelor's
Skills:Root-cause analysisDocumentationCross-functional coordination
Languages:English
Tech Stack:ServiceNowITIL 4CMDBIncidentProblemChangeRequestKnowledge ManagementCABERBCCB

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn