ServiceNow ITSM Process Systems Engineer (Mid Level)

**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

Are you passionate about improving how IT services are delivered? Do you love solving problems, optimizing processes, and working with cutting-edge platforms like ServiceNow? If so, we’re looking for you!

We’re seeking a ServiceNow ITSM Process Systems Engineer to lead the charge in modernizing and optimizing our IT Service Management (ITSM) processes. You’ll play a key role in aligning business needs with smart, scalable solutions that enhance efficiency and service quality — all while leveraging ITIL best practices and the ServiceNow platform.

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What You'll Be Doing:

• Document and assess current ITSM processes like 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

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What We're Looking For:

• Education & Experience:

  • Bachelor's in Information Systems, Computer Science, or similar — OR

  • Associate degree + 6 years’ experience — OR

  • High school diploma/GED + 8 years’ related experience

• Security Clearance: Active TS/SCI

• 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 (Pri 1 & 2) and integrating fixes in high-stakes environments

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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

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This is a great opportunity for someone who wants to make a meaningful impact on IT service delivery while working in a collaborative, forward-thinking environment. If you're ready to take the lead on driving ITSM improvements with ServiceNow — and you enjoy working at the intersection of people, process, and technology — we’d love to hear from you.

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $90-95k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!

D2 Consulting is committed to a merit-based recruitment process and encourages applications from all qualified individuals.  As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience.  Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.