[Hiring] ServiceNow Help Desk Support @Guidehouse

Role Description

Lead ServiceNow 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 ServiceNow solutions.
• Design, develop, and enhance ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow workflows, configuration changes, and knowledge management processes.

Qualifications

• An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance.
• Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree).
• Experience working within Agile, Scrum, or SAFe methodologies.
• Demonstrated understanding of the ServiceNow 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.

Requirements

• One or more ServiceNow 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 ServiceNow ITSM modules.
• General understanding of financial, compliance, or risk management processes within federal environments.
• Ability to self-organize, prioritize, and manage multiple concurrent tasks.

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus