Mid ServiceNow ITSM Process Systems Engineer

USmax Corporation is seeking a dynamic and detail-oriented Mid ServiceNow ITSM Process Systems Engineer 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 position is located in Springfield, VA, working onsite five days per week.

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.

Required Qualifications:

• Active TS/SCI Clearance
• ITIL Foundation or Intermediate certification.
• ServiceNow Certified System Administrator (CSA)
• Strong knowledge of ITIL concepts and experience designing ITSM workflows.
• Ability to gather and analyze complex requirements from technical and non-technical stakeholders.
• Experience with ServiceNow Flow Designer, Virtual Agent, and Performance Analytics.
• Exposure to Agile/Scrum or SAFe methodologies.
• Excellent communication, facilitation, and documentation skills
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time sensitive constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it.
• Familiarity with other ServiceNow modules like CMDB, Discovery, or ITOM is a plus.

Required Experience:

• Experience with Tier 1-4 Service Desk
• SA experience with building unclassified, integrating, test, and deploying on classified environments on multiple security domains
• 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

Required Education:

• Bachelor's degree in Information Systems, Computer Science, or a related field and 4+ years' experience OR Associate degree and 6+ years' experience OR High school diploma or GED and 8+ years' experience in a related field

Security Clearance Requirements:

• Active TS/SCI Clearance

Work Location / Schedule:

• This position resides in Springfield, VA, working onsite five days per week.

Travel Requirements:

• None

USmax Corporation is an award-winning SBA Certified Woman-Owned Small Business and leading provider of innovative professional, technical and enterprise IT services. Our client areas span, national security, public safety and healthcare markets.


Our Commitment to quality and continuous process improvement is demonstrated by our ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2013 registrations. We offer complete program life cycle support through a full range of planning, design, implementation, management, and support services. Our services based on trust, quality, efficiency, and innovation drive the mission of our various federal and commercial customers.


USmax is certified by the Commonwealth of Virginia Department of Veterans Services as a Virginia Values Veterans (V3) Facility and certified as a V3 Certified Employer. USmax is an avid supporter of the men and women who have served our country. This certification recognizes this achievement and furthers our commitment to veterans and their families.


USmax is an Equal Opportunity Employer. Please see our website to learn more about our employment policies or to request accommodation to enable you to apply for employment.

For more information about USmax or to apply for a position, visit