ITSM Process Lead

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

About the Role

We are seeking an experienced ITSM Process Lead to support a major federal program. In this role, you will help improve how IT services are delivered by analyzing existing processes, identifying opportunities for improvement, and designing streamlined workflows that support efficient and consistent service delivery.

This position is ideal for a professional who excels at bridging the gap between technical teams and executive leadership. You will work closely with stakeholders across the organization to document technical workflows, develop process diagrams, and communicate complex IT service management concepts in a clear and actionable way for senior leadership.

You will also play a key role in helping teams adopt improved processes through training, documentation, and stakeholder engagement.

What You'll Do

Improve IT Service Delivery

• Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.
• Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.
• Develop recommendations that align with ITSM and industry best practices.

Document and Design Processes

• Create clear documentation and visual representations of technical workflows, including:
• Process flow diagrams
• Process maps
• Standard operating procedures (SOPs)
• Current-state and future-state analyses
• Translate complex technical processes into clear documentation that can be understood by both technical teams and executive leadership.

Support ServiceNow Process Improvements

• Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.
• Help design and improve system workflows that support end-to-end requirement intake through project completion.
• Collaborate with development teams to ensure process improvements are implemented effectively.

Communicate with Leadership

• Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements.
• Present recommendations and process updates to senior non-technical leadership in a clear and concise manner.
• Develop executive-level briefings and stakeholder updates.

Enable Adoption Through Training

• Develop training materials and user guidance to support new processes.
• Provide training and guidance to teams and leadership on updated workflows and procedures.
• Help ensure process improvements are consistently adopted across the organization.

Measure and Monitor Performance

• Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes.
• Develop dashboards and reporting tools that provide leadership with visibility into process performance.

Required Skillset:

What We're Looking For -

• 10+ years of experience in IT Service Management, IT operations, or enterprise process improvement
• Experience working with ServiceNow or similar enterprise ITSM platforms
• Strong experience documenting technical processes, workflows, and system requirements
• Demonstrated ability to translate technical processes for non-technical stakeholders
• Experience creating process documentation, SOPs, and workflow diagrams
• Strong stakeholder engagement and facilitation skills
• Excellent written and verbal communication skills

Education

• Master's degree in Information Technology, Information Systems, Business Administration, or a related field

Preferred Qualifications

• ITIL Certification
• Experience supporting federal government programs
• Experience working with enterprise service management platforms
• Experience developing process training or organizational change documentation

Clearance Requirement:

• Must be a US Citizen

Ability to obtain public trust clearance.

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Additional information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.