ITSM Subject Matter Expert (SME)

Systems Engineering Solutions Corporation•Suitland, MD

About The Position

The IT Service Management SME serves as the primary bridge between service management leadership, business stakeholders, operational teams, and ServiceNow implementation resources. The position is responsible for implementing and continuously improving enterprise service management processes, governance controls, performance measures, customer engagement practices, demand management capabilities, and ServiceNow-enabled workflows that support organizational objectives. The role assesses current capabilities, identifies improvement opportunities, translates business requirements into operational processes and ServiceNow requirements, and supports the implementation of scalable, measurable, and sustainable service management solutions across the enterprise.

Requirements

Bachelor’s degree in information technology, computer science, information systems, engineering, business, or a related discipline. Additional relevant experience may be substituted for a degree.
Significant experience in IT service management, enterprise service delivery, and ServiceNow-enabled service management environments.
Demonstrated experience implementing and operationalizing ITSM processes, governance controls, service ownership practices, Demand Management, Customer Relationship Management (CRM), Service Catalog Management, Service Portfolio Management, and service performance management capabilities within a complex enterprise environment.
Experience facilitating stakeholder engagement, demand intake, prioritization, service planning, customer engagement, and cross-functional collaboration across business and technical organizations.
Experience translating business and operational requirements into process designs, governance procedures, workflow requirements, performance measures, ServiceNow implementation requirements, and continual service improvement initiatives.
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 capabilities, including workflows, reporting, automation, integrations, security, governance, CMDB, Discovery, Service Mapping, and platform administration concepts.
Experience assessing and improving process effectiveness, workflow efficiency, automation opportunities, service performance, data quality, reporting, analytics, and operational metrics.
Experience defining and measuring KPIs, SLAs, OLAs, customer satisfaction metrics, operational metrics, dashboards, reporting, and service performance measures.
Knowledge of enterprise cybersecurity principles and experience working within governance, quality assurance, SDLC, compliance, and project management frameworks.
Experience facilitating stakeholder interviews, workshops, requirements sessions, governance meetings, technical reviews, training activities, and process adoption initiatives.
Experience developing assessments, maturity evaluations, gap analyses, recommendations, requirements, risks, issues, dependencies, decisions, and related program artifacts.
Strong communication, facilitation, technical writing, analytical, organizational, and problem-solving skills, with the ability to effectively engage both technical and non-technical stakeholders.

Nice To Haves

ServiceNow Certified System Administrator (CSA) certification.
ServiceNow Certified Implementation Specialist (CIS) certification in IT Service Management or a related ServiceNow product area.
ITIL 4 Foundation, ITIL 4 Managing Professional, or equivalent service management certification.
Experience with Business Relationship Management (BRM), Customer Experience (CX), Demand Management, Voice of the Customer programs, stakeholder engagement, or service consumption analytics.
Experience conducting ITSM maturity assessments, ServiceNow platform health assessments, or process improvement initiatives.
Experience supporting ServiceNow within a large federal agency, regulated environment, or enterprise-scale organization.
Familiarity with federal cybersecurity, privacy, records management, accessibility, audit, and compliance requirements.
Prior experience supporting a civilian federal agency.

Responsibilities

Collaborate with the ITSM Lead, service owners, business stakeholders, and ServiceNow teams to implement and continually improve service management capabilities through documented processes, governance controls, workflows, procedures, metrics, reporting, and platform enablement activities.
Define, implement, document, and continuously improve ITSM processes, including: Incident, Problem, Change Enablement, Request, Knowledge, Service Catalog, Major Incident, Release, Asset, and Configuration Management.
Implement and continually improve Demand Management, Customer Relationship Management, Service Portfolio Management, and Service Catalog Management processes, including intake workflows, stakeholder engagement procedures, governance controls, reporting requirements, service definitions, onboarding processes, and ServiceNow-enabled capabilities.
Collaborate with ServiceNow administrators, developers, architects, and platform support personnel to translate business and process requirements into implementable ServiceNow capabilities, workflows, forms, automation opportunities, dashboards, reports, and integrations.
Assess ServiceNow ITSM capabilities, workflows, reporting solutions, automation features, CMDB health, Discovery, Service Mapping, data quality, governance controls, integration effectiveness, and platform utilization to identify improvement opportunities.
Develop and maintain process documentation, operating procedures, governance artifacts, workflow diagrams, requirements documentation, KPI definitions, SLA and OLA frameworks, reporting specifications, and training materials.
Support stakeholder interviews, workshops, process reviews, requirements sessions, governance forums, testing activities, operational readiness reviews, and continual service improvement initiatives.
Identify process, data, governance, operational, and technology gaps and develop actionable recommendations to improve service delivery, customer experience, operational performance, and service management maturity.
Ensure all recommendations and implementations align with enterprise architecture standards, cybersecurity requirements, project management frameworks, SDLC processes, quality standards, federal requirements, and organizational policies.