ITSM Engineer

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