ServiceNow Help Desk Support

Job Family:

Software Development & Support

Travel Required:

Up to 25%

Clearance Required:

Ability to Obtain Secret

What You Will Do:

• 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.

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 (Relevant experience may be substituted for formal education or advanced degree)
• Minimum of four (4) years of ServiceNow or similar ITSM platform implementation experience.
• 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.

What Would Be Nice to Have:

• Active SECRET or higher clearance.
• 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.

The annual salary range for this position is $80,000.00-$133,000.00. 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 organizational needs.

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 Holidays

• Parental Leave

• 401(k) Retirement Plan