DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a ServiceNow ITSM/ITOM Specialist to join us. 

Duties and Responsibilities:

The ServiceNow ITSM/ITOM Specialist designs, develops, configures, and enhances TSA's ServiceNow platform, which serves as the enterprise IT service management and operations management backbone supporting approximately 80,000 users across TSA's nationwide operations. With six or more years of ServiceNow development and administration experience in large federal or comparable enterprise environments, this individual implements and matures core ITSM processes — including Incident Management, Problem Management, Change Management, Release Management, Configuration Management Database (CMDB), and Service Catalog — ensuring that ServiceNow capabilities align with TSA's IT governance framework and FISMA compliance requirements. The specialist drives measurable improvements to IT service delivery efficiency, reducing manual processing overhead and improving mean time to resolution metrics consistent with TSA's digital transformation priorities under the TALON program.

This role encompasses full-lifecycle ServiceNow development — including workflow automation, scripted business rules, API integrations, and custom application development on the Now Platform. The ServiceNow ITSM/ITOM Specialist implements ITOM capabilities — including Discovery, Service Mapping, and Event Management — to provide TSA with authoritative visibility into its hybrid infrastructure spanning on-premises data centers, AWS, and Azure cloud environments. The individual maintains a healthy, accurate CMDB that underpins change impact analysis, incident correlation, and IT asset lifecycle management across TALON's approximately 40 concurrent engineering projects. The specialist collaborates closely with TSA's O&M contractor throughout the engineering lifecycle to ensure that ServiceNow enhancements are delivered with complete documentation, administrator training, and runbooks enabling sustained operation without ongoing engineering dependency — consistent with TALON's transition-to-operations model.

The ServiceNow ITSM/ITOM Specialist supports platform health and continuous improvement throughout the TALON period of performance, managing instance upgrades, plugin administration, performance tuning, and technical debt remediation to ensure TSA remains on a supported release cadence. The individual contributes to TALON's broader modernization priorities by integrating ServiceNow with TSA's cloud environments, supporting Windows 11 and Microsoft 365 migration efforts where ITSM workflows intersect with enterprise change and release management, and enabling the automation of repeatable IT operations tasks that reduce cost and manual effort across TSA's environment. All personnel in this role must satisfy TSA's three-phase fitness determination, be U.S. citizens or Lawful Permanent Residents, and complete mandatory IT Security Awareness and Privacy Training within 30 days of contract award. The individual must also be prepared to support after-hours deployments and surge operations consistent with TSA's 24x7x365 mission requirements.

Education and Years of Experience:  

• Must bring a minimum of 4 years of progressive experience. 
• Minimum Experience: 4years

Citizenship Status Required:All personnel must be U.S. citizens or Lawful Permanent Residents, capable of obtaining a TSA fitness determination and PIV card access, and able to support after-hours implementations as required by the TSA operational calendar.

Physical Requirements: None required for this position.

Location: Remote, US

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DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.