LCAT Systems Engineer Lvl 2
Summary:
We are seeking a dynamic and detail-oriented ServiceNow ITSM Process Systems Engineer – Mid 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.
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.
• Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
• Bachelor’s degree in Information Systems, Computer Science, or a related field OR
• Associate degree and 6+ years’ experience OR
• High school diploma or GED and 8+ years’ experience in a related field
o Experience with Tier 1-4 Service Desk
o SA experience with building unclassified, integrating, test, and deploying on classified environments on multiple security domains
o 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
• ITIL Foundation or Intermediate certification,
• ServiceNow Certified System Administrator (CSA)
• Active TS/SCI Clearance
Knowledge, Skills and Abilities:
• 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.
• Familiarity with other ServiceNow modules like CMDB, Discovery, or ITOM is a plus.
• 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 related 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