ServiceNow Help Desk Support

Job Family

SAAS/PAAS/Cloud Application Development

Up to 10%

Active Secret

• Lead Service Now initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows.
• Engage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable Service Now solutions.
• Design, develop, and enhance Service Now applications that improve the end‑user support experience, streamline triage processes, and strengthen organizational knowledge practices.
• Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‑state support processes that align with ITIL best practices.
• Maintain continuous engagement with help desk teams and Service Now users to ensure solutions are intuitive, efficient, and well‑adopted.
• Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
• Stay current on Service Now ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.
• Conduct system assessments and provide expert recommendations to streamline existing Service Now implementations, with emphasis on ticket routing, SLA management, and self‑service.
• Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
• Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.
• Create technical and functional documentation for Service Now workflows, configuration changes, and knowledge management processes.

• An ACTIVE and MAINTAINED “SECRET” Federal or DoD security clearance
• Bachelor’s degree (Relevant experience may be substituted for formal education or advanced degree)
• Minimum of TWO (2) years of professional experience
• Experience working within Agile, Scrum, or SAFe methodologies.
• Demonstrated understanding of the Service Now ITSM suite , including Incident/Problem/Request Management, Knowledge Management, and Agent Workspace; exposure to GRC, SPM, or App Engine is a plus.
• Experience with full Software Development Lifecycle processes and documentation standards.
• Strong consulting skills, including the ability to facilitate requirements sessions, lead client discussions, support UAT, and deliver user training.

• One or more Service Now certifications (CSA, CIS‑ITSM, CIS‑Knowledge Management, CAD, etc.).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Strong analytical and problem‑solving skills, particularly related to Service Desk operations and knowledge governance.
• Ability to work effectively as part of a team and build strong relationships with stakeholders at all levels.
• Attention to detail and commitment to accuracy in documentation and configuration.
• Broad familiarity with low‑code/no‑code platforms (Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau).
• Hands‑on configuration experience in Service Now ITSM modules.
• General understanding of financial, compliance, or risk management processes within federal environments.
• Ability to self‑organize, prioritize, and manage multiple concurrent tasks.

The annual salary range for this position is $70,000.00-$. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and…