[Hiring] SIAM Service Integration Lead @NetImpact Strategies

Role Description

NetImpact Strategies has an opportunity for a SIAM Service Integration Lead to coordinate cross-provider IT service delivery, governance, and performance within a federal Service Integration and Management environment as part of a multidisciplinary team supporting a federal customer. The senior leader collaborates with operational and technical partners to deliver dependable services and measurable user outcomes; this position is remote.

• Lead integrated service coordination across the service desk, application teams, cybersecurity, clinical governance, and other providers.
• Maintain service management plans, responsibility matrices, service catalogs, runbooks, escalation paths, and decision logs.
• Coordinate incident, request, problem, knowledge, change, and continual-improvement processes in approved ServiceNow workflows.
• Ensure each cross-functional case has accountable ownership through verified closure.
• Track inter-provider dependencies, service risks, escalations, and corrective actions.
• Facilitate governance and operational performance reviews while respecting federal approval authorities.
• Use service measures and root cause findings to drive practical improvements and auditable outcomes.

Qualifications

• Bachelor’s degree in information technology, business, engineering, or related field; equivalent relevant experience considered.
• 7+ years of IT service management or enterprise service delivery experience, including 3+ years in service integration or operational leadership.
• Demonstrated ITIL-aligned incident, problem, request, knowledge, and change management expertise.
• Experience coordinating multiple vendors, shared services, and technical stakeholders.
• Strong ServiceNow reporting, governance, escalation, and service performance management skills.

Requirements

• ITIL 4 Foundation or higher certification (preferred).
• ServiceNow Certified System Administrator (CSA), SIAM certification, or PMP (preferred).
• Experience supporting federal or healthcare enterprise IT environments (preferred).
• Remote (United States). Travel as required for approved program activities; frequency to be confirmed. Travel is subject to project needs and authorization.
• Ability to satisfy applicable customer background screening, identity credentialing, and system-access requirements.

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team.
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required.
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays.
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!).
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021, 2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!