Senior ITSM Engineer Subject Matter Expert (SME) DMV Area

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