ServiceNow Help Desk Support

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $70k - $116k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 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 (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 to improve end-user support, streamline triage, and strengthen knowledge practices • Analyze Service Desk operations to identify gaps, recurring issues, and improvement areas • Define future-state support processes aligned with ITIL best practices • Maintain engagement with help desk teams and ServiceNow users to ensure intuitive, efficient, and well-adopted solutions • 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 • Conduct system assessments and provide recommendations focused on 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 efforts • 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 • Minimum of TWO (2) years of professional 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 • 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 ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.) preferred as a nice-to-have qualification • 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 • Flexible benefits package