Job Requirements
Remote
Public Trust Polygraph Unspecified
Career Level not specified
$94,150 - $130,000
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
Incident & Problem Management
Qualifications
Posted Salary Range
USD $94,150.00 - USD $130,000.00 /Yr.
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
- 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
- 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
- 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
- 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.
group id: 10384469
After the acquisition of Salient CRGT, we're excited to introduce the new GovCIO. As we evolve towards our next phase as a company, we’ve refreshed our brand to better position ourselves in the government marketplace.
