ServiceNow ITSM/ITOM Specialist

DMI

2d • Remote

About The Position

DMI is seeking a ServiceNow ITSM/ITOM Specialist to join us.
The ServiceNow ITSM/ITOM Specialist designs, develops, configures, and enhances TSA's ServiceNow platform, which serves as the enterprise IT service management and operations management backbone supporting approximately 80,000 users across TSA's nationwide operations. With six or more years of ServiceNow development and administration experience in large federal or comparable enterprise environments, this individual implements and matures core ITSM processes — including Incident Management, Problem Management, Change Management, Release Management, Configuration Management Database (CMDB), and Service Catalog — ensuring that ServiceNow capabilities align with TSA's IT governance framework and FISMA compliance requirements. The specialist drives measurable improvements to IT service delivery efficiency, reducing manual processing overhead and improving mean time to resolution metrics consistent with TSA's digital transformation priorities under the TALON program.
This role encompasses full-lifecycle ServiceNow development — including workflow automation, scripted business rules, API integrations, and custom application development on the Now Platform. The ServiceNow ITSM/ITOM Specialist implements ITOM capabilities — including Discovery, Service Mapping, and Event Management — to provide TSA with authoritative visibility into its hybrid infrastructure spanning on-premises data centers, AWS, and Azure cloud environments. The individual maintains a healthy, accurate CMDB that underpins change impact analysis, incident correlation, and IT asset lifecycle management across TALON's approximately 40 concurrent engineering projects. The specialist collaborates closely with TSA's O&M contractor throughout the engineering lifecycle to ensure that ServiceNow enhancements are delivered with complete documentation, administrator training, and runbooks enabling sustained operation without ongoing engineering dependency — consistent with TALON's transition-to-operations model.
The ServiceNow ITSM/ITOM Specialist supports platform health and continuous improvement throughout the TALON period of performance, managing instance upgrades, plugin administration, performance tuning, and technical debt remediation to ensure TSA remains on a supported release cadence. The individual contributes to TALON's broader modernization priorities by integrating ServiceNow with TSA's cloud environments, supporting Windows 11 and Microsoft 365 migration efforts where ITSM workflows intersect with enterprise change and release management, and enabling the automation of repeatable IT operations tasks that reduce cost and manual effort across TSA's environment. All personnel in this role must satisfy TSA's three-phase fitness determination, be U.S. citizens or Lawful Permanent Residents, and complete mandatory IT Security Awareness and Privacy Training within 30 days of contract award. The individual must also be prepared to support after-hours deployments and surge operations consistent with TSA's 24x7x365 mission requirements.

Requirements

• Minimum of 4 years of progressive experience.
• All personnel must be U.S. citizens or Lawful Permanent Residents, capable of obtaining a TSA fitness determination and PIV card access, and able to support after-hours implementations as required by the TSA operational calendar.

Responsibilities

• Designs, develops, configures, and enhances TSA's ServiceNow platform
• Implements and matures core ITSM processes
• Drives measurable improvements to IT service delivery efficiency
• Full-lifecycle ServiceNow development
• Implements ITOM capabilities
• Maintains a healthy, accurate CMDB
• Collaborates closely with TSA's O&M contractor
• Supports platform health and continuous improvement
• Integrates ServiceNow with TSA's cloud environments
• Supports Windows 11 and Microsoft 365 migration efforts
• Enables the automation of repeatable IT operations tasks

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed