ServiceNow Help Desk Support

Support Service Desk and knowledge management improvements by leading ServiceNow ITSM initiatives and translating requirements into scalable platform enhancements.

Responsibilities

• Lead ServiceNow initiatives with primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows.
• Partner with help desk agents, support teams, and business stakeholders to gather functional requirements and convert them into scalable ServiceNow solutions.
• Design, develop, and enhance ServiceNow applications to improve end-user support, streamline triage, and strengthen organizational knowledge practices.
• Review current-state Service Desk operations to find gaps, recurring issues, and improvement opportunities; define future-state processes aligned with ITIL best practices.
• Maintain ongoing engagement with help desk teams and ServiceNow users to support intuitive, efficient, well-adopted solutions.
• Collaborate with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
• Monitor ServiceNow capabilities across ITSM, Knowledge Management, and automation; recommend enhancements to increase Service Desk efficiency.
• Perform system assessments and provide expert recommendations to streamline ServiceNow implementations, emphasizing ticket routing, SLA management, and self-service.
• Produce functional work products including process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
• Support user acceptance testing (UAT), knowledge base audits, and training to enable adoption of new features and updates.
• Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.

Requirements

• Active and maintained “SECRET” Federal or DoD security clearance (Clearance required: Active Secret).
• Bachelor’s degree (relevant experience may be substituted; advanced degree not required per listing).
• Experience working in Agile, Scrum, or SAFe methodologies.
• Working understanding of the ServiceNow ITSM suite, including:
  • Incident/Problem/Request Management
  • Knowledge Management
  • 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.

Technologies

• ServiceNow
• ITIL
• Agile, Scrum, SAFe
• GRC, SPM, App Engine
• Power Apps, Power Automate
• SharePoint
• UiPath
• Salesforce
• Power BI, Tableau

Nice to Have

• One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.).
• Strong written and verbal communication skills, including explaining technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills for Service Desk operations and knowledge governance.
• Ability to collaborate effectively and build relationships across all stakeholder 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

Additional Details

• Location: Washington, DC 20001 (onsite)
• Salary: USD 53,000 - 88,000 per year
• Travel Required: Up to 10%
• Job Family: SAAS/PAAS/Cloud Application Development
• Annual Salary Range: $53,000.00-$88,000.00