Itsm Engineer Jobs in Washington (NOW HIRING)

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an Automation Engineer to support KITS and our government customer in Washington, DC. The position is hybrid, requires 2 days onsite. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag IT Systems (KITS) is seeking a skilled Automation Engineer to join a high-performing IT operations team supporting enterprise service management environments. The ideal candidate is a technically proficient professional with deep experience in IT service management platforms, process automation, and workflow optimization. This individual will play a critical role in designing, developing, and implementing automation solutions that streamline ITSM processes, reduce manual effort, and improve service delivery outcomes across the enterprise. The ITSM Automation Engineer will be responsible for designing, building, testing, and maintaining automation solutions within enterprise ITSM platforms and connected systems, with a focus on improving the efficiency, consistency, and quality of IT service delivery processes. This individual will work closely with service desk teams, IT operations staff, process owners, and business stakeholders to identify automation opportunities, engineer scalable solutions, and drive continuous improvement across the ITSM ecosystem. Principal responsibilities will include but are not limited to: * Design, develop, implement, and maintain automation workflows, scripts, and integrations within enterprise ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent tools. * Analyze existing ITSM processes - including incident management, problem management, change management, request fulfillment, and asset management - to identify inefficiencies and opportunities for automation. * Build and configure workflow automations, business rules, event-driven triggers, scheduled jobs, and orchestration flows within the ITSM platform to reduce manual effort and improve process consistency. * Develop and maintain integrations between the ITSM platform and external enterprise systems, including monitoring tools, identity management platforms, cloud environments, and collaboration tools, using REST APIs, webhooks, and middleware solutions. * Collaborate with service desk leads, process owners, and IT operations teams to gather automation requirements, define acceptance criteria, and validate delivered solutions against business needs. * Support the implementation and automation of AIOps and event management capabilities, including alert correlation, noise reduction, and automated incident creation from monitoring platforms. * Engineer self-service automation capabilities, including virtual agent chatbots, automated ticket routing, auto-resolution workflows, and end-user self-help request fulfillment. * Develop and maintain automated reporting, dashboards, and performance metric workflows to support ITSM governance and continuous service improvement activities. * Conduct thorough testing of automation solutions, including unit testing, integration testing, and user acceptance testing, prior to production deployment. * Maintain accurate and up-to-date technical documentation for all automation solutions, including workflow designs, integration architecture diagrams, configuration records, and runbooks. * Monitor deployed automation solutions for performance, reliability, and accuracy, proactively identifying and resolving issues to minimize service impact. * Participate in Agile or iterative development sprints, contributing to backlog grooming, sprint planning, and retrospective activities related to ITSM automation initiatives. * Stay current with ITSM platform updates, automation technologies, and industry best practices, providing recommendations for platform enhancements and new automation opportunities. * Support change management and organizational adoption efforts related to newly deployed automation solutions, including end-user training and stakeholder communication. Education and Experience:
Required: * Bachelor's degree in Information Technology, Computer Science, Computer Information Systems, or a related field from an accredited college or university, or equivalent work experience. * 8+ years of experience in IT service management, ITSM platform administration, or IT operations engineering roles. * 4+ years of hands-on experience developing automation workflows, scripts, or integrations within an enterprise ITSM platform such as ServiceNow, Remedy, or Jira Service Management. * Demonstrated experience integrating ITSM platforms with external enterprise tools and systems via REST APIs, webhooks, or middleware. Required Skills and Competencies: * Exceptional communication skills in English - both written and oral - with the ability to effectively engage both technical teams and non-technical business stakeholders. * Deep hands-on experience with enterprise ITSM platforms, including configuration, workflow development, and administration within ServiceNow, Remedy, Jira Service Management, or equivalent tools. * Proficiency in scripting and development languages relevant to ITSM automation, including JavaScript, Python, PowerShell, Bash, or equivalent languages. * Strong understanding of ITSM processes and frameworks, particularly ITIL-based incident, problem, change, request, and asset management processes. * Experience designing and implementing event-driven automation, business rules, workflow orchestration, and scheduled job frameworks within ITSM platforms. * Knowledge of REST API development and consumption, including experience building and managing integrations between ITSM platforms and enterprise systems such as Active Directory, monitoring tools, cloud platforms, and collaboration suites. * Familiarity with AIOps concepts and event management integrations, including alert correlation, noise reduction, and automated incident generation from infrastructure and application monitoring tools. * Experience developing virtual agent, chatbot, or self-service automation capabilities within ITSM platforms to support end-user request fulfillment and issue resolution. * Strong analytical and problem-solving skills with the ability to deconstruct complex ITSM processes and design efficient, scalable automation solutions. * Experience conducting testing activities for automation solutions, including unit, integration, and user acceptance testing. * Ability to develop and maintain clear and comprehensive technical documentation, including workflow diagrams, integration specs, and operational runbooks. * Familiarity with Agile development methodologies and the ability to contribute effectively within iterative delivery frameworks. Security Requirement: * Ability to obtain Public Trust Desired Skills and Competencies: * ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), or ServiceNow Certified Implementation Specialist (CIS) certification. * ITIL v4 Foundation or higher certification (e.g., ITIL Practitioner, ITIL Managing Professional). * Experience working in a federal government IT environment, including familiarity with FISMA, FedRAMP, and related compliance and security frameworks. * Familiarity with DevOps and CI/CD pipeline concepts and their application to ITSM platform development and deployment workflows. * Experience with low-code/no-code automation platforms such as Microsoft Power Automate, UiPath, or similar robotic process automation (RPA) tools in the context of ITSM process automation. * Knowledge of enterprise monitoring and observability platforms such as Splunk, Dynatrace, SolarWinds, or equivalent tools and their integration with ITSM systems. * Experience with cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform and their native automation and workflow orchestration services. * Familiarity with configuration management databases (CMDB) and the automation of asset discovery, reconciliation, and lifecycle management processes. * HDI or ITIL Practitioner certification relevant to service management process design and improvement. Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business pa