ITSM Subject Matter Expert (SME)

Job Description

Job Description

Program Description: The Customer requires enterprise architecture, modernization, integration, project management, and IT service management support for its IT Enterprise and large-scale programs. The effort includes assessment and improvement of enterprise services, processes, governance, and supporting technologies to ensure scalable, reliable, secure, and efficient service delivery.

The IT Service Management SME serves as the bridge between service management leadership, business stakeholders, operational teams, and ServiceNow implementation resources. The position is responsible for implementing and continually improving enterprise service management capabilities through process design, governance, stakeholder engagement, requirements management, ServiceNow enablement, and continual service improvement activities. Responsibilities include supporting ITSM, Demand Management, Customer Relationship Management (CRM), Service Catalog Management, and Service Portfolio Management capabilities to ensure service management objectives are effectively operationalized across the enterprise.

Position Description: The IT Service Management SME serves as the primary bridge between service management leadership, business stakeholders, operational teams, and ServiceNow implementation resources. The position is responsible for implementing and continuously improving enterprise service management processes, governance controls, performance measures, customer engagement practices, demand management capabilities, and ServiceNow-enabled workflows that support organizational objectives.

The role assesses current capabilities, identifies improvement opportunities, translates business requirements into operational processes and ServiceNow requirements, and supports the implementation of scalable, measurable, and sustainable service management solutions across the enterprise.

Responsibilities

The ITSM SME will collaborate with the ITSM Lead, service owners, business stakeholders, and ServiceNow teams to implement and continually improve service management capabilities through documented processes, governance controls, workflows, procedures, metrics, reporting, and platform enablement activities.

The SME will define, implement, document, and continuously improve ITSM processes, including: Incident, Problem, Change Enablement, Request, Knowledge, Service Catalog, Major Incident, Release, Asset, and Configuration Management.

Implement and continually improve Demand Management, Customer Relationship Management, Service Portfolio Management, and Service Catalog Management processes, including intake workflows, stakeholder engagement procedures, governance controls, reporting requirements, service definitions, onboarding processes, and ServiceNow-enabled capabilities.

The SME will collaborate with ServiceNow administrators, developers, architects, and platform support personnel to translate business and process requirements into implementable ServiceNow capabilities, workflows, forms, automation opportunities, dashboards, reports, and integrations.

The SME will assess ServiceNow ITSM capabilities, workflows, reporting solutions, automation features, CMDB health, Discovery, Service Mapping, data quality, governance controls, integration effectiveness, and platform utilization to identify improvement opportunities.

The SME will develop and maintain process documentation, operating procedures, governance artifacts, workflow diagrams, requirements documentation, KPI definitions, SLA and OLA frameworks, reporting specifications, and training materials.

The SME will support stakeholder interviews, workshops, process reviews, requirements sessions, governance forums, testing activities, operational readiness reviews, and continual service improvement initiatives.

The SME will identify process, data, governance, operational, and technology gaps and develop actionable recommendations to improve service delivery, customer experience, operational performance, and service management maturity.

The SME will ensure all recommendations and implementations align with enterprise architecture standards, cybersecurity requirements, project management frameworks, SDLC processes, quality standards, federal requirements, and organizational policies.

Requirements

Required Skills

• Bachelor’s degree in information technology, computer science, information systems, engineering, business, or a related discipline. Additional relevant experience may be substituted for a degree.

• Significant experience in IT service management, enterprise service delivery, and ServiceNow-enabled service management environments.

• Demonstrated experience implementing and operationalizing ITSM processes, governance controls, service ownership practices, Demand Management, Customer Relationship Management (CRM), Service Catalog Management, Service Portfolio Management, and service performance management capabilities within a complex enterprise environment.

• Experience facilitating stakeholder engagement, demand intake, prioritization, service planning, customer engagement, and cross-functional collaboration across business and technical organizations.

• Experience translating business and operational requirements into process designs, governance procedures, workflow requirements, performance measures, ServiceNow implementation requirements, and continual service improvement initiatives.

• Strong working knowledge of ITIL practices, including Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, Service Catalog Management, Major Incident Management, Release Management, Asset Management, and Configuration Management.

• Demonstrated knowledge of ServiceNow ITSM capabilities, including workflows, reporting, automation, integrations, security, governance, CMDB, Discovery, Service Mapping, and platform administration concepts.

• Experience assessing and improving process effectiveness, workflow efficiency, automation opportunities, service performance, data quality, reporting, analytics, and operational metrics.

• Experience defining and measuring KPIs, SLAs, OLAs, customer satisfaction metrics, operational metrics, dashboards, reporting, and service performance measures.

• Knowledge of enterprise cybersecurity principles and experience working within governance, quality assurance, SDLC, compliance, and project management frameworks.

• Experience facilitating stakeholder interviews, workshops, requirements sessions, governance meetings, technical reviews, training activities, and process adoption initiatives.

• Experience developing assessments, maturity evaluations, gap analyses, recommendations, requirements, risks, issues, dependencies, decisions, and related program artifacts.

• Strong communication, facilitation, technical writing, analytical, organizational, and problem-solving skills, with the ability to effectively engage both technical and non-technical stakeholders..

 

Preferred Skills

• ServiceNow Certified System Administrator (CSA) certification.

• ServiceNow Certified Implementation Specialist (CIS) certification in IT Service Management or a related ServiceNow product area.

• ITIL 4 Foundation, ITIL 4 Managing Professional, or equivalent IT service management certification.

• Experience with Business Relationship Management (BRM), Customer Experience (CX), Demand Management, Voice of the Customer programs, stakeholder engagement, or service consumption analytics.

• Experience conducting ITSM maturity assessments, ServiceNow platform health assessments, or process improvement initiatives.

• Experience supporting ServiceNow within a large federal agency, regulated environment, or enterprise-scale organization.

• Familiarity with federal cybersecurity, privacy, records management, accessibility, audit, and compliance requirements.

• Prior experience supporting a civilian federal agency.

 

Soft Skills

• Relationship Management: Establishes trusted partnerships with business, program, and operational stakeholders; identifies emerging needs; promotes proactive engagement; and facilitates alignment between customer priorities and technology services.

• Service Ownership Mindset: Focuses on end-to-end service outcomes, accountability, service performance, customer experience, continual improvement, and measurable business value rather than process execution alone.

• Customer Focus: Understands stakeholder needs, promotes service-oriented thinking, and emphasizes customer outcomes, service quality, and mission effectiveness.

• Analytical Thinking: Evaluates complex technical and operational information, identifies root causes and relationships, and produces evidence-based findings and recommendations.

• Communication: Explains technical concepts clearly and develops concise, accurate, decision-oriented written and verbal communications.

• Facilitation: Leads structured discussions, requirements sessions, workshops, governance forums, technical reviews, and stakeholder validation activities.

• Collaboration: Builds productive working relationships across business, program, technical, security, architecture, and operational organizations.

• Stakeholder Management: Balances competing priorities, manages expectations, resolves disagreements, and maintains alignment among diverse stakeholder groups.

• Problem Solving: Identifies practical options, evaluates tradeoffs, and recommends solutions that account for risk, cost, complexity, security, operational impact, and customer outcomes.

• Attention to Detail: Maintains accuracy and traceability across requirements, findings, risks, decisions, service definitions, metrics, and project artifacts.

• Adaptability: Responds effectively to evolving requirements, priorities, technologies, schedules, organizational changes, and stakeholder needs.

• Sound Judgment: Recognizes when issues require escalation, additional analysis, governance review, risk acceptance, or leadership decisions.

• Accountability: Takes ownership of assignments, follows through on commitments, and communicates risks and barriers promptly.

• Executive Presence: Presents findings, recommendations, roadmaps, and decision options credibly to executive leadership and governance bodies.

• Continuous Improvement Mindset: Looks beyond immediate deficiencies to identify sustainable improvements in services, governance, operating models, processes, data, technology, and organizational effectiveness.

• Customer and Mission Focus: Prioritizes reliable, secure, scalable, customer-centered, and business-aligned services that directly support mission objectives.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance