ITSM Lead - TS Cleared

Req ID: 372152

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ITSM Lead - TS Cleared to join our team in Springfield, Virginia (US-VA), United States (US).

Job Summary:

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 Duties:

• 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.

Basic Qualifications:

• Master’s degree, One-and-one-half years of additional experience may substitute for one year of a typical degree program.
• Minimum 10 years of experience supporting ITSM roles/responsibilities listed above.
• ITILv4 (or higher) certification
• ServiceNow Certified System Administrator or ServiceNow process certification(s).
• Active Top Secret clearance

Preferred Qualifications:

• 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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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