Senior ITSM Engineer Subject Matter Expert (SME) DMV Area
- Location
- Suitland, MD · On-site
- Level
- Senior
- Listed
- 20 days ago
Skills & highlights for this role
- ITSM
- IT service management
- ITIL
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 operational requirements into ServiceNow functional requirements and enhancement recommendations.
- Recommend improvements to ServiceNow workflows, forms, approvals, notifications, SLAs, dashboards, routing, CMDB, and reporting.
- Work with ServiceNow administrators and developers to validate and implement platform enhancements.
- Establish Tier 1, Tier 2, and Tier 3 incident escalation and resolver processes.
- Establish processes for Major Incident Management, Root Cause Analysis, Problem Management, and post-implementation reviews.
- Define operational KPIs such as MTTR, incident recurrence, change success rate, SLA compliance, and request fulfillment performance.
- Lead continual service improvement activities based on operational metrics, trends, and stakeholder feedback.
Required Qualifications
- 7+ years of experience in enterprise IT operations, ITSM, or IT governance.
- 5+ years of experience designing or implementing ITSM processes.
- Strong knowledge of ITIL practices and enterprise service management.
- Experience with Incident, Problem, Change, Request, Configuration, and Knowledge Management.
- Experience establishing or supporting CCBs, ERBs, or similar governance boards.
- Strong working knowledge of ServiceNow ITSM capabilities and workflows.
- Ability to translate operational requirements into ServiceNow process and platform recommendations.
- Experience developing workflows, SOPs, process maps, governance models, and operational metrics.
- Strong communication, facilitation, analytical, and stakeholder management skills.
Preferred Qualifications
- ITIL 4 certification.
- ServiceNow certification such as CSA or CIS-ITSM.
- Experience with ServiceNow ITSM, CMDB, ITOM, Service Catalog, or Performance Analytics.
- Federal Government or large enterprise IT experience.
- Familiarity with Agile, DevSecOps, CI/CD, and enterprise architecture governance.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
From Ignite IT's careers page, first listed on Rolev.ai on October 21, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Senior ITSM Engineer Subject Matter Expert (SME) DMV Area role at Ignite IT, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
See how you fit
Openings from employer career sites are ranked against your whole resume—and searchable inside Claude, ChatGPT, and Cursor via Rolev.ai MCP.
Tailor without inventing
Every change to your resume is checked against your original. New experience goes in only with your yes—zero fabricated claims.
Draft the full kit
Tailored and Full Match resumes, role-specific cover letters, and answers to employer screening questions are prepared in seconds.
1-Click Extension Autofill
The Chrome extension fills the employer's Greenhouse, Workday, Lever, or Ashby form in 1 click. You review it and press Submit.
Common questions
Where is the Senior ITSM Engineer Subject Matter Expert (SME) DMV Area job at Ignite IT located?
This Senior ITSM Engineer Subject Matter Expert (SME) DMV Area position at Ignite IT is located in Suitland, MD (On-site). Always check Ignite IT's application page for specific state eligibility or relocation policies.
What qualifications are required for Senior ITSM Engineer Subject Matter Expert (SME) DMV Area at Ignite IT?
For the Senior ITSM Engineer Subject Matter Expert (SME) DMV Area role, Ignite IT highlights experience with ITSM, IT service management, ITIL. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Senior ITSM Engineer Subject Matter Expert (SME) DMV Area position at Ignite IT?
This listing links directly to Ignite IT's Workable application page. You can apply directly on Ignite IT's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workable application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.