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NTT DATA Logo NTT DATA · IT - Software Development

ITSM Lead - TS Cleared

United States, Springfield · Job Posted May 13, 2026
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Job Description

The ITSM / End User Support Lead will lead ITSM, ITOM, end-user support process governance, and service integration across a large government IT services environment. This role will apply business process improvement practices to reengineer IT support methodologies, modernize workflows, establish standards, improve ITSM platform-based operations, and develop corrective actions for workflow, organizational, planning, and service performance challenges.

Job Responsibility

  • Lead ITSM/ITOM process design, governance, implementation, and continuous improvement
  • Standardize incident, request, change, problem, configuration, knowledge, escalation, and service reporting processes
  • Establish and maintain information systems procedures, operating standards, workflows, and process controls
  • Analyze information requirements, service data, workflow issues, organizational challenges, and planning gaps
  • Develop corrective actions and service improvement recommendations
  • Support integrated service delivery across service desk, field support, end-user support, asset management, and engineering stakeholders
  • Ensure the designated ITSM platform remains the system of record for incidents, requests, changes, configuration data, field activities, and service reporting
  • Identify business improvement opportunities aligned to configuration management, cost savings, open architecture, service performance, and user experience objectives
  • Support knowledge management, process training, quality assurance, reporting, and operational readiness
  • Partner with operational leads to improve end-to-end ticket flow, escalation paths, handoffs, and resolution quality
  • Evaluate workflow, organization, and planning problems analytically and systematically

Requirements

  • Master’s degree
  • Minimum 10 years of experience supporting ITSM roles/responsibilities
  • ITILv4 (or higher) certification
  • ServiceNow Certified System Administrator or ServiceNow process certification(s)
  • Active Top Secret clearance

Nice to have

  • Lean Six Sigma, Agile, or process improvement certification
  • Experience supporting federal IT operations or large-scale end-user computing programs
  • Experience integrating service desk, field services, asset management, endpoint support, and engineering workflows
  • Demonstrated experience in ITSM, ITOM, end-user support, systems engineering, service management, or business process improvement
  • Experience developing or improving information systems procedures, workflows, standards, and corrective actions
  • Experience analyzing workflow, organization, planning, and information requirements
  • Experience with ServiceNow or a comparable ITSM platform
  • Strong understanding of ITIL-aligned incident, request, change, problem, configuration, knowledge, service level, and escalation management
  • Ability to work across technical, operational, and management stakeholders
  • Experience using metrics, ticket data, operational analysis, and customer feedback to improve service performance
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