ITSM Process Engineer

Kansas City, MO

At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website:

Our expert-level staff analyze, create, implement, and support cutting edge technologies in support of the National Information Technology Center (NITC) for the United States Department of Agriculture. NITC provides critical IT infrastructure, data center services, and cloud hosting for vital federal government functions.  

Job Responsibilities

  • Perform process gap analysis, monitor and assess defined key performance indicator (KPI) and metrics. 
  • Develop and manage the software development lifecycle artifacts including Business, Functional and Technical Requirements, Functional Design Documents, Use Cases, Process Models, Data Flow Diagrams, etc., as required.  
  • Develop software and technology requirement specification documents, as required.  Coordinate efforts with Service Transition Process Owners, Process Managers, NITC IT and Business Staff throughout Process Analysis, Design, Development, Testing and Implementation for Service Transition process improvements. 
  • Create, facilitate and develop end user acceptance testing plans according to the documented business, functional and technical requirements and process design documents necessary to meet business process and technology requirements. 
  • Provide end user process training materials, as required. 
  • Plan and coordinate new service design packages through the Service Transition model, as required.  
  • Create, test and release, change request templates and task templates for Service Request Fulfillment and Change Management process and technology requirements. 
  • Create IT Service Transition procedures and processes as required. 


  • Expert-level analytical and problem-solving skills. 
  • Certified in ITIL Foundations v3. 
  • Ability to manage multiple requirements simultaneously 
  • Experience with ITSM technical writing.  
  • Proficiency in MS Office products. 
  • BMC Remedy Enterprise Suite experience. 
  • Minimum 10 years of experience with job related skills
  • Bachelor’s Degree in relevant field or equivalent work experience in lieu of degree
  • U.S. Citizenship
  • Must be able to obtain a Public Trust Clearance

Criterion Systems is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit



Criterion offers comprehensive health benefits including medical, dental, vision, life and disability insurance. Most of our plans are available at no cost for employee only coverage.

Time Off

Employees begin accruing PTO at 15 days per year and acquire more based on seniority. In addition to PTO, Criterion provides 10 holidays and bereavement, military, jury duty, and family medical leave.


  • Roth and Traditional 401(k) Plans with company matching contributions
  • Health Care and Dependent Care Flexible Spending Accounts
  • Health Savings Accounts
  • Commuter Benefits


All employees are eligible to use up to $3,000 annually for approved professional development, including trainings, memberships, seminars, and degree programs.

Employee Testimonials

Pets of Criterion

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Equal Employment Opportunity and Affirmative Action Employer

Criterion Systems, Inc. is committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make decisions without regard to an individual’s protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.

Know Your Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act | Equal Employment Opportunity | Employee Polygraph Protection Act. Criterion participates in E-Verify. Review Right to Work information.

Need an Accommodation?

Criterion is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for a position with Criterion and need special assistance or an accommodation to apply, please send an email with your request to or call us at 703-942-5800. Determination on requests for reasonable accommodation are made on a case-by-case basis.