ServiceNow Help Desk Support

Job Family
:

Travel Required
:

Clearance Required
:

What You Will Do
:

• 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.

What You Will Need
:

• Ability to obtain and maintain a Federal or DoD SECRET clearance; clearance must be fully adjudicated prior to onboarding.

• Bachelor's degree is required

• Minimum of FOUR (4) years of Service Now or similar ITSM platform implementation 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.

What Would Be Nice To Have
:

• Active SECRET or higher clearance.

• 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.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid…