About this opportunity
GovCIO lists this ITSM Engineer opportunity in washington, District of Columbia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
GovCIO is currently hiring for an ITSM (ServiceNow) Engineer to support the DFC onsite in NW Washington, DC.
Responsibilities
Key Responsibilities
ServiceNow & ITIL Process Ownership
Execute and optimize ITIL 4 practices within ServiceNow—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 ServiceNow 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 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 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 $130,000.00 /Yr.
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Worksite address
washington, DC, 20022, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.