By Light HQ

ITSM (ServiceNow) Platform Lead

Job Locations US-AZ-Chandler
Posted Date 9 months ago(10/6/2021 12:11 PM)
# of Openings
IT Support
Tier 2 - Moderate Risk (Public Trust)


By Light is seeking a ITSM (ServiceNow) Platform Lead to join our team in a proposal to support enterprise-wide technical and programmatic support services to Department of Homeland Security, U.S. Immigration and Customs Enforcement (ICE). Work for this contract includes but is not limited to Incident/Problem Coordination (I/PCT), Change Management, ICE Network Operations Center (NOC), Enterprise Email and Domain Management (EEDM), Enterprise Wide Tools Team (EWTT), ITSM (ServiceNow).


  • Provide oversight in design, implementation, management, and reporting on the core ITSM processes (such as Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, CMDB, Service Mapping, Service Catalog Software Asset Management, etc.)
  • Serve as the subject matter expert in the specific process areas, representing the processes to all stakeholders.
  • Report on performance and develop recommendations for continual service improvement.
  • Serve as a liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage.
  • Plan, design, and implement ITSM processes to meet current and evolving business requirements of internal stakeholders across the company.
  • Manage the development of procedures, work instructions, and templates to support process execution.
  • Manage all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement.
  • Lead the configuration and implementation of a solution that supports processes.
  • Leverage knowledge and hands-on experience to identify and champion recommendations for improvements opportunities for each process area.
  • Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; lead quality assurance activities related to process.
  • Ensure compliance with process-specific standards and policies.
  • Lead analysis, evaluation, and assessment of process performance measurements.
  • Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements.
  • Oversee the configuration, deployment, and implementation of ITSM related tools and processes.
  • Produce or provide quality control over contract deliverables.
  • Provide proposed solutions and level of effort estimates to meet customers’ business requirements.
  • Work effectively in a multi-contractor environment.

Required Experience/Qualifications

  • Bachelor’s Degree in Information Systems, Information Technology, Management/Business Management, Engineering, or Computer Science
  • 10 years of experience establishing and implementing Project Management, ITSM services
  • 5 years of experience with the aspects of ITIL processes encompassing Change, knowledge, and Incident/Problem management
  • Demonstrated experience leveraging the ITSM (ServiceNow) ITSM platform
  • Excellent writing, speaking and interpersonal skills, with demonstrated client-facing roles.
  • Background in Management Consulting, helping clients solve specific challenges or roadmap strategies to obtain mission objectives. Exhibit problem solving abilities and logical objectivity, with ability to apply research, analyze internal data, interview and extract pertinent information from people and prepare and present analysis.

Special Requirements/Security Clearance

  • Public Trust minimum
  • By Light does not require COVID-19 vaccinations or boosters; vaccination requirements and testing are subject to the status of the federal contractor mandate and customer site requirements; testing is at the cost of the employee.


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