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Senior ITSM Engineer, Subject Matter Expert
Ignite IT - Innovation & Technology. Design and implement enterprise ITSM processes aligned with ITIL best practices .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and implementing ITSM processes aligned with ITIL best practices, with a strong focus on ServiceNow capabilities and operational governance. Proven ability to lead continual service improvement initiatives and translate operational requirements into effective process enhancements.
Highest-signal resume keywords
ITIL Best PracticesServiceNow ITSM CapabilitiesIncident ManagementProcess Workflow DevelopmentGovernance Model Establishment
ATS Keywords
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Hard Skills
ITSM Process DesignChange ManagementProblem ManagementConfiguration ManagementKnowledge ManagementOperational Metrics DevelopmentSOP DevelopmentRACI Matrix CreationRoot Cause AnalysisService Level Management
Soft Skills
Communication SkillsFacilitation SkillsAnalytical SkillsStakeholder Management
Tools & Technologies
ServiceNowCMDBITOMService CatalogPerformance Analytics
Certifications & Qualifications
ITIL 4 CertificationServiceNow CSAServiceNow CIS-ITSM
Industry Keywords
Enterprise IT OperationsIT GovernanceFederal Government ExperienceAgileDevSecOpsCI/CDEnterprise Architecture Governance
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
- ITIL 4 certification preferred
- ServiceNow certification such as CSA or CIS-ITSM preferred
- Experience with ServiceNow ITSM, CMDB, ITOM, Service Catalog, or Performance Analytics preferred
- Federal Government or large enterprise IT experience preferred
- Familiarity with Agile, DevSecOps, CI/CD, and enterprise architecture governance preferred
- US Citizenship Required
Benefits
Comp & perks- 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