Help Desk Support

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $53k - $88k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Guidehouse

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2018

🏥 Healthcare

🎖️ Defense

📦 Logistics

💰 Grant on 2023-02

Healthcare • Defense • Logistics

Guidehouse is a global consultancy offering advisory, digital, and managed services across commercial and public sectors. It is purpose-built to support industries such as national security, financial services, healthcare, energy, and infrastructure. Guidehouse collaborates with leaders to navigate complexity and drives transformational changes that impact the future. Their expertise spans data analytics, digital technologies, risk management, and more, with a strong emphasis on sustainability and innovation.

📋 Description

• Lead ServiceNow initiatives focused on IT Service Management workflows, including Incident, Problem, Request, and Knowledge Management • Gather functional requirements from help desk agents, support teams, and business stakeholders and translate them into scalable ServiceNow solutions • Design, develop, and enhance ServiceNow applications to improve end-user support, triage, and organizational knowledge practices • Analyze current-state Service Desk operations, identify gaps and recurring issues, and define future-state ITIL-aligned support processes • Engage continuously with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and adopted • Collaborate with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items • Recommend enhancements using ServiceNow ITSM, Knowledge Management, and automation capabilities • Assess existing ServiceNow implementations and recommend improvements to ticket routing, SLA management, and self-service • Develop process flows, knowledge governance plans, user guides, communication materials, and operational documentation • Support user acceptance testing, knowledge base audits, and training for new features and updates • Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes

🎯 Requirements

• 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 facilitating requirements sessions, leading client discussions, supporting UAT, and delivering user training • One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.) is nice to have • Strong written and verbal communication skills • Strong analytical and problem-solving skills related to Service Desk operations and knowledge governance • Ability to work effectively as part of a team and build relationships with stakeholders • Attention to detail and commitment to accuracy in documentation and configuration • 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 • Flexible benefits package