ITSM Process Engineer

Salary: $90-100/hr
Location: Dulles, VA
Clearance: Public Trust
Remote: Hybrid Work is an Option

We are seeking an ITSM (ITIL) Process Designer to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. 

Qualifications:

• Must be a US Citizen
• Candidates must have an active public trust clearance and be able to obtain a TS/SCI clearance
• Must be able to obtain DHS Suitability prior to starting employment 
• 10 years or relevant experience
• 4 years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning 
• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment. 
• Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspective 
• Excellent communication and presentation skills 
• Experience in analyzing and recommending ITSM strategies based on business priorities 
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team 
• Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies 
• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box 
• Strong documentation and technical writing experience. 

Desired Skills:

• Experience with Scaled Agile Framework (SAFe) knowledge and experience 
• Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align

Responsibilities:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes 
• Be a key member of an overall engagement team focused on delivering customer outcomes 
• Lead customer design workshops 
• Guiding customers in defining and refining business requirement for functional aspects of the solution 
• Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them 
• Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations 
• Contribute towards continuous improvement of leading practices 
• Growing and mentoring other members of ServiceNow and the partner ecosystem