ITSM Process Systems Engineer with Security Clearance

We are seeking a dynamic and detail-oriented ServiceNow ITSM Process Systems Engineer - Mid to lead an effort to review and update IT Service Management (ITSM) processes on the ServiceNow platform. This role bridges the gap between business requirements and technical implementation by documenting and optimizing ITSM processes such as Incident, Problem, Change, as well as service catalog processes to ensure they utilize and update the CMDB. The ideal candidate combines ITSM process knowledge with ServiceNow platform expertise to deliver scalable, efficient, and ITIL-aligned solutions. This can sit at either NGA in St. Louis, MO or the NGA location in Springfield, VA Duties and Responsibilities:

• Document existing processes, optimize processes, define new processes, and coordinate deployment of new ITSM processes in ServiceNow according to ITIL best practices.

• Translate business requirements into functional and technical specifications for platform development.

• Collaborate with process owners, stakeholders, and developers to implement and optimize workflows, forms, SLAs, notifications, and automation.

• Lead process workshops and working sessions to define current/future state and recommend best-in-class solutions.

• Ensure alignment of ITSM modules with organizational goals, compliance needs, and platform standards.

• Conduct gap analyses, identify improvement opportunities, and support process reengineering efforts.

• Assist with testing, user training, documentation, and transition to support.

• Participate in upgrades, patching, and roadmap planning for ITSM capabilities. Minimum Qualifications:
• Bachelor's degree in Information Systems, Computer Science, or a related field and 4+ years of relevant experience, OR Associate degree and 6+ years'
experience OR High school diploma or GED and 8+ years' experience in a related field
o Experience with Tier 1-4 Service Desk
o SA experience with building unclassified, integrating, test, and deploying on classified environments on multiple security domains
o SA experience with integration and deployment of multiple baselines to support internal and Test Organization (IV&V) testing, resolving DRs (Pri 1 and 2), and
incorporating fixes in a quick and timely manner

• 3+ years of hands-on experience with ServiceNow ITSM modules

• ITIL Foundation or Intermediate certification,

• ServiceNow Certified System Administrator (CSA)

• Active TS/SCI Clearance Benefits:
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)