ManTech ITSM Process Engineer, Senior in Annapolis Junction, Maryland

ManTech International seeks qualified candidates for an ITSM Process Manager, Senior Level to support a large-scale Federal Agency program critical to our nation's safety. The selected candidate will serve as an ITSM Enterprise Process Manager overseeing the integration of ITIL full life cycle processes, modules and workflows to achieve and improve performance objectives to build and maintain a robust Enterprise ITSM environment in a large IaaS and PaaS contract. Using IT Service Management concepts and ITIL processes full life cycle, this individual will:

  • Coordinate and perform assessments utilizing analytical skills to understand client environments and associated ITIL/ITSM improvement opportunities

  • Accountable for the overall success of the project as measured by meeting goals

  • Develops, gains approval for, and communicates the overall project s goals, practices and business deliverables

  • Regularly prepares and delivers overall project communication to relay progress and issues to stakeholders

  • Manages expectations

  • Formally manages scope change process and updates the program plan as necessary

  • Formally manages issues and resolves conflicts

  • Creates the detailed plan for the team

  • Manages day to day project activities and tracks progress

  • Provides regular feedback to stakeholders on delivery versus expectation

  • Accountable for the commitment to timeliness and quality of assigned deliverables

  • Communicates ITSM process controls and compliance policies to staff and stakeholders

  • Presents ITSM controls and compliance options and recommendation to government owners

  • Ensures the success and quality of ITSM processes by working closely with cross-functional organizational units

  • Performs continual verification, quality assurance and testing of controls on ITSM processes and procedures

  • Ensures resources are allocated to the process

  • Monitors the KPIs and management metrics and provides reports to government ITSM process owners


Minimum Qualifications:

  • B.S. degree or equivalent and 8 to 10 years of relevant experience.

  • ITIL Expert Certification

  • Must possess hands on experience working in Information Technology environments, competent and able to apply business operating system applications to retrieve, interpret, and report relevant performance data and metrics.

  • Must possess strong problem-solving and systems thinking abilities.

  • Must have outstanding interpersonal skills such as providing constructive feedback, meeting facilitation, interviewing, training and delivering oral and written reports.

  • Demonstrated leadership ability in managing teams in separate geographic locations.

  • Demonstrated ability to form trusted working relationships with government stakeholders through collaboration and enhanced effective communications.

  • Must have a minimum of five years of experience building and within an ITSM environment, ITIL process architecture using BMC Remedy.

Preferred Qualifications:

  • Six Sigma Certification

  • Active Security Clearance

  • Proficiency in SharePoint

  • PMP Certified


Equivalent Experience/Education, Bachelor's Degree

Years of Experience

07-09 years w/Bachelors Degree, 08-10 years w/Bachelors Degree, See Qualifications

Position Type





For more than 40 years, ManTech employees have been solving complex problems for the national security community. We are comprised of approximately 10,000 talented employees around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Half our employees have a military background, and more than 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, space, and intelligence communities; we hold nearly 1,000 active contracts with more than 40 different government agencies.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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