D2 Consulting
ServiceNow ITSM Process Systems Engineer (Mid Level)
ServiceNow ITSM Process Systems Engineer (Mid Level)
Springfield, VA
$90-95k
2025-07-26
Job descriptions
Document and assess current ITSM processes such as Incident, Problem, Change, and Service Catalog — and help shape what they should look like going forward.
Design and implement smarter, more efficient workflows using ServiceNow, with a focus on CMDB integration and ITIL alignment.
Translate business needs into clear technical requirements for developers.
Collaborate with stakeholders across IT and the business to ensure process improvements deliver real value.
Lead workshops and working sessions to uncover gaps, define future-state processes, and recommend best-practice solutions.
Support testing, user training, rollout planning, and documentation.
Help with platform upgrades, patching, and roadmap planning.
Stay hands-on with process development, SLAs, notifications, automations, and more.
Requirements
Security Clearance: Active TS
Certifications: ServiceNow Certified System Administrator (CSA), ITIL Foundation (Intermediate preferred).
Technical Skills: 3+ years working with ServiceNow ITSM modules; experience supporting Service Desks (Tier 1-4); understanding of secure environments and deployments across different security domains; experience resolving high-priority defects (Priority 1 & 2) and integrating fixes in high-stakes environments.
Nice-to-Have Skills: Familiarity with ServiceNow modules like CMDB, Discovery, ITOM; hands-on experience with Flow Designer, Virtual Agent, and Performance Analytics; exposure to Agile, Scrum, or SAFe methodologies; strong documentation, presentation, and facilitation skills; excellent communication and collaboration abilities; ability to thrive both independently and in a fast-paced team environment; customer-focused mindset with a helpful, friendly approach; strong problem-solving skills and proficiency with Microsoft Office.
Education & Experience: Bachelor’s degree in Information Systems, Computer Science, or similar — OR Associate degree plus 6 years’ experience — OR High school diploma/GED plus 8 years’ related experience.
Benefits
Vision insurance, 401(k) match, Accrued PTO, Short-Term and Long-Term Disability, Life Insurance, Referral Bonuses, professional development reimbursement, and more.
All information is kept confidential according to EEO guidelines.
The salary range for this position is typically $90-95k but may vary based on qualifications.
D2 Consulting supports veteran and disabled applicants and provides reasonable accommodations.
