ITSM Lead
On-siteSuitland, Maryland, United States
Suitland, Maryland, United StatesOn-siteFull TimeSenior LevelBachelors DegreeSmall
Full TimeSenior LevelBachelors DegreeSmall
Job Summary
Conduct enterprise IT Service Management transformation, assessment, and modernization of the ServiceNow platform to shift from reactive ticket-driven support to a proactive service-oriented operating model. Evaluate current ITSM capabilities, CMDB health, and integrations with external systems to identify gaps in process, technology, and governance. Translate findings into actionable recommendations for service portfolio development, demand management, and continual service improvement aligned with federal security and enterprise architecture standards. Facilitate stakeholder workshops, executive briefings, and assessment reviews to drive organizational change and align technology investments with mission needs.
Required Qualifications
- Bachelor's degree in information technology, computer science, information systems, engineering, business, or a related discipline
- Relevant additional experience may be considered in place of a degree
- Significant professional experience in IT service management, enterprise service delivery, or ServiceNow platform assessment and improvement
- Demonstrated experience leading large or complex ITSM assessments, transformations, implementations, or modernization initiatives
- Demonstrated experience establishing or improving service-oriented operating models, service ownership frameworks, or enterprise IT service governance capabilities
- Experience developing or managing service portfolios, service portfolio management practices, service definitions, service performance frameworks, customer engagement models, or business relationship management capabilities
- Experience establishing or improving service demand management, intake governance, workload prioritization, service onboarding, or customer engagement processes within a complex enterprise environment
- Experience facilitating stakeholder alignment, demand prioritization, service planning, and cross-functional decision-making across diverse technical and business organizations
- Ability to translate organizational objectives into actionable service management strategies, operating models, roadmaps, metrics, and improvement initiatives
- Experience leading organizational change initiatives associated with service management maturity, process adoption, service ownership, or operational transformation
- Strong working knowledge of ITIL practices, including Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, Service Catalog Management, Major Incident Management, Release Management, Asset Management, and Configuration Management
- Demonstrated knowledge of ServiceNow ITSM and its supporting data, workflow, integration, security, reporting, governance, and automation capabilities
- Knowledge of ServiceNow architecture, development standards, instance strategies, configuration management, release practices, integrations, APIs, and platform governance
- Experience assessing or managing CMDB, Discovery, Service Mapping, Configuration Items, relationships, reconciliation, data certification, configuration governance, and overall CMDB health
- Experience evaluating business processes and translating findings into requirements, recommendations, target-state designs, implementation approaches, and modernization roadmaps
- Experience with workflow analysis, process optimization, automation opportunity identification, and continual service improvement initiatives
- Strong understanding of ITSM data quality, data ownership, data lifecycle management, reference integrity, reporting, analytics, and performance measurement
- Experience defining and evaluating KPIs, SLAs, OLAs, customer satisfaction measures, customer experience metrics, operational metrics, dashboards, executive reporting, trend analysis, and service performance measures
- Knowledge of enterprise cybersecurity principles, access controls, audit logging, encryption, privacy requirements, and security incident integration
- Experience facilitating stakeholder interviews, assessment workshops, requirements sessions, technical reviews, governance meetings, and executive briefings
- Ability to develop assessment reports, maturity models, gap analyses, risk analyses, decision papers, executive presentations, and actionable recommendations
- Experience managing requirements, risks, issues, dependencies, decisions, actions, and deliverables across a complex stakeholder environment
- Ability to communicate complex ITSM, ServiceNow, governance, and service management concepts clearly to both technical and non-technical audiences
- Ability to work effectively with enterprise architects, cybersecurity teams, infrastructure teams, cloud teams, application teams, project managers, service owners, operations personnel, and executive stakeholders
- Strong analytical, organizational, presentation, technical writing, facilitation, and problem-solving abilities
- Ability to work within structured governance, quality assurance, SDLC, cybersecurity, and project management frameworks
Desired Qualifications
- ServiceNow Certified System Administrator (CSA) certification
- ServiceNow Certified Implementation Specialist (CIS) certification in IT Service Management or another relevant product area
- ITIL 4 Foundation, ITIL 4 Managing Professional, or equivalent IT service management certification
- Project Management Professional (PMP), Certified ScrumMaster (CSM), SAFe, or equivalent Agile or project management certification
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