ITSM Engineer

GovCIO LLC seeks an ITSM Engineer to modernize IT services for federal agencies. You will design, configure, and optimize ITSM platforms and ITIL processes supporting mission-critical systems. Responsibilities include developing workflows and automations, integrating tools, maintaining CMDB data, and improving incident, problem, and change management. You'll monitor service KPIs, create dashboards, and drive continuous improvement in a secure, cloud-centric environment. Work in a collaborative, mission-driven culture with growth, training, and impactful public-sector projects.

Responsibilities

• Design, configure, and maintain IT Service Management (ITSM) platforms to support federal IT environments
• Implement and optimize ITIL-based processes such as incident, problem, change, and request management
• Integrate ITSM tools with monitoring, CMDB, and other enterprise systems to improve service visibility
• Develop workflows, automations, and customizations to streamline service delivery and reduce manual effort
• Create and maintain technical documentation, runbooks, and configuration standards
• Monitor KPIs and service metrics, producing reports and dashboards for leadership and stakeholders
• Collaborate with security, infrastructure, and application teams to ensure compliant, resilient IT services
• Support production operations, troubleshoot complex ITSM issues, and drive root-cause analysis
• Contribute to continuous improvement initiatives and adoption of modern ITSM practices (ITIL, Dev
• Ops)
• Participate in knowledge sharing, training, and mentoring to uplift ITSM capabilities across teams

Required Skills

• IT Service Management (ITSM) platforms (e.g., Service
• Now, BMC, Cherwell)
• ITIL framework and process design
• Incident, problem, and change management
• Workflow and automation development
• CMDB design and configuration
• Systems integration and APIs (REST/SOAP)
• Service reporting, KPIs, and dashboards
• IT operations in cloud or hybrid environments
• Scripting (JavaScript, Power
• Shell, Python or similar)
• Technical documentation and runbook creation