What are the responsibilities and job description for the ITSM Engineer position at GovCIO?
Overview
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
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
- 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
- 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
Salary : $94,150 - $130,000