Ignite IT

Modernizes software and IT for federal agencies

Senior ITSM Engineer Subject Matter Expert

Enterprise ApplicationsConfirmed live in the last 24 hours

Full-timeSuitland-Silver Hill, MD, USANo salary listedHybrid

About the Job

Requirements

At least 7 years of experience in enterprise IT operations, IT service management, or IT governance.
At least 5 years of experience designing or implementing IT service management processes.
Strong knowledge of Information Technology Infrastructure Library practices and enterprise service management.
Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
Experience establishing or supporting Change Control Boards, Engineering Review Boards, or similar governance boards.
Strong working knowledge of ServiceNow IT service management capabilities and workflows.
Ability to translate operational requirements into ServiceNow process and platform recommendations.
Experience developing workflows, standard operating procedures, process maps, governance models, and operational metrics.
Strong communication, facilitation, analytical, and stakeholder management skills.
U.S. citizenship is required.

Responsibilities

Design and implement enterprise IT service management processes aligned with Information Technology Infrastructure Library best practices.
Establish standardized processes for Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
Develop process workflows, standard operating procedures, responsibility assignment matrices, escalation paths, and governance procedures.
Establish and support Change Control Boards, Engineering Review Boards, 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 IT service management and operational requirements into ServiceNow functional requirements and enhancement recommendations.
Recommend improvements to ServiceNow workflows, forms, approvals, notifications, service-level agreements, dashboards, routing, configuration management database, and reporting.
Work with ServiceNow administrators and developers to validate and implement platform enhancements.
Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
Establish processes for Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
Define operational key performance indicators such as mean time to resolution, incident recurrence, change success rate, service-level agreement compliance, and request fulfillment performance.
Lead continual service improvement activities based on operational metrics, trends, and stakeholder feedback.

Desired Qualifications

ITIL 4 certification.
ServiceNow certification such as CSA or CIS-ITSM.
Experience with ServiceNow IT service management, configuration management database, IT operations management, Service Catalog, or Performance Analytics.
Federal Government or large enterprise IT experience.
Familiarity with Agile, DevSecOps, continuous integration and continuous delivery, and enterprise architecture governance.

Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

Ignite IT · Suitland, United States (Hybrid) · — · Posted 2026-09-21

Workplace: hybrid

Department: CENSUS

Description

US Citizenship Required

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 ServiceNow, translating process requirements into recommended workflows, automation, approvals, dashboards, reporting, and platform enhancements.

Key Responsibilities

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 ServiceNow functional requirements and enhancement recommendations.
Recommend improvements to ServiceNow workflows, forms, approvals, notifications, SLAs, dashboards, routing, CMDB, and reporting.
Work with ServiceNow administrators and developers to validate and implement platform enhancements.
Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
Establish processes for Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
Define 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.

Requirements

Required Qualifications

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 ServiceNow ITSM capabilities and workflows.
Ability to translate operational requirements into ServiceNow process and platform recommendations.
Experience developing workflows, SOPs, process maps, governance models, and operational metrics.
Strong communication, facilitation, analytical, and stakeholder management skills.

Preferred Qualifications

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

Benefits

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance

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About the Company

Ignite IT

Modernizes software and IT for federal agencies

Ignite IT designs and modernizes software systems for U.S. federal agencies and private-sector organizations. Its consulting and engineering teams help clients replace older applications, move workloads into the cloud and automate business processes while keeping existing systems running. Work spans public services such as patent filing and federal court case management, with projects combining custom software development, data workflows and support for the people who use those systems. The company earns its business through technology delivery and advisory engagements, working directly with customers and alongside partners. Founded in 2018, Ignite IT is headquartered in Ashburn, Virginia.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Ashburn, VA
Founded: 2018

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