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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in IT Service Management, including ITIL frameworks and Service Desk transformations, with a strong focus on developing SLA/OLA frameworks and conducting current-state assessments. Proven ability to facilitate stakeholder engagement and support organizational change management in a federal environment.
Highest-signal resume keywords
ITIL V4 Expert CertificationService Desk Transformation DesignSLA/OLA Framework DevelopmentManaged Service Provider (MSP) Operating ModelsStakeholder Engagement and Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
IT Service ManagementCurrent-State AssessmentGap AnalysisService Catalog DefinitionOperational Agreement DevelopmentPerformance Metrics AnalysisShift-Left StrategiesL1/L2 Support CapabilitiesServiceNow ITSMCommon Service Data Model (CSDM)
Soft Skills
Facilitation SkillsWorkshop DeliveryWritten CommunicationVerbal CommunicationInfluencing Senior Stakeholders
Tools & Technologies
ServiceNow
Certifications & Qualifications
ITIL V4 Expert CertificationOrganizational Change Management Certification (e.g., Prosci)
Industry Keywords
Federal Regulatory EnvironmentFinancial Services Environment
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead the current-state assessment of agency service desk operations against ITIL, HDI and Gartner practices
- Assess process maturity and analyze historical ticket data, including volumes, resolution times, escalation patterns, first-call resolution and knowledge-base use
- Plan and facilitate stakeholder interviews and workshops across divisions, specialized technical teams and business users
- Document current workflows and produce a prioritized gap analysis across process, tooling, security and organizational dimensions
- Define the service catalog, support tiers, scope statements, handoff criteria, estimated volumes and self-service candidates
- Design the target service operating model, including support tiers, escalation decision trees, routing logic, RACI, staffing, shift coverage and specialized service tiers
- Build the SLA/OLA framework, service levels, operational agreements and performance metrics for MSP monitoring and enforcement
- Analyze MSP delivery models and market practices and help develop MSP requirements and evaluation criteria
- Identify shift-left and self-service opportunities and define required knowledge and access
- Partner with the ServiceNow Architect to translate the operating model into platform configuration, including service offerings, assignment groups, SLA definitions and dashboards, following CSDM
- Support organizational change management and adoption of the new service model
- Present findings, recommendations, roadmaps and decision points to senior leadership and non-technical audiences
- Serve as senior IT service management authority for an enterprise Service Desk modernization for a federal agency
- Support consolidation of distributed Level 1 IT support into a centrally managed MSP-delivered Service Desk on ServiceNow while preserving specialized support tiers
Requirements
What you’ll need- 10+ years of IT Service Management experience
- ITIL v4 Expert or ITIL Master certification (must be held at the time of proposal submission)
- 5+ years designing and implementing Service Desk transformations
- Expert knowledge of ITIL and ITSM frameworks
- Demonstrated experience developing SLA and OLA frameworks
- Experience designing Managed Service Provider (MSP) operating models
- Experience conducting current-state assessments and gap analyses for Service Desk or ITSM operations
- Strong facilitation and workshop delivery skills with diverse, cross-functional stakeholders
- Exceptional written and verbal communication; ability to engage and influence senior-level stakeholders
- Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience
- U.S. citizenship and eligibility to work in the United States
- Based in the DC region
- Desired: Experience in federal regulatory and financial-services environments
- Desired: Experience with shift-left strategies and building L1/L2 support capabilities
- Desired: Hands-on familiarity with ServiceNow ITSM and the Common Service Data Model (CSDM)
- Desired: Experience supporting MSP vendor selection or transition in a federal environment
- Desired: Organizational change management experience or certification (e.g., Prosci)
- Selected applicants subject to a client background investigation
- Must sign a non-disclosure agreement before starting work
Benefits
Comp & perks- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
- Employee Bonus Programs