ITSM Engineer (ServiceNow)

Location: Onsite at the DFC in NW Washington, DC, United States

Salary: $94,150–$130,000 annually

Company

hirify.global delivers IT services and solutions that transform how government agencies operate and serve citizens.

What you will do

• Execute and optimize ITIL 4 practices in ServiceNow across Incident, Problem, Change, Request, and Knowledge Management.
• Coordinate or support major P1 incidents across multiple service towers and drive timely service restoration.
• Conduct root-cause analysis, trend evaluation, and corrective-action documentation.
• Support CAB, ERB, and CCB coordination, risk evaluation, approvals, and request-fulfillment workflows.
• Maintain SOPs, operational runbooks, process documents, incident reports, dashboards, and contract-aligned deliverables.
• Identify automation and workflow improvements while collaborating with engineering, network, security, cloud, and application teams.

Requirements

• Bachelor’s degree with 8+ years of ITSM engineering experience, or commensurate experience.
• Hands-on experience with ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge.
• Strong understanding of ITIL 4 and enterprise ITSM operations.
• Experience in federal contracting environments or large enterprise service desk operations.
• Ability to coordinate major incidents and multi-tower technical teams.
• Ability to maintain a public trust clearance is required.

Culture & Benefits

• Collaborative environment focused on meaningful government IT work.
• Flexible work environment.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Pet insurance, referral bonus program, and internal mobility program.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera use and valid photo ID are required.
• Enhanced biometric ID verification screening.
• Background check covering criminal history, education, and employment history.