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ServiceNow Help Desk Support

Guidehouse Washington, DC

Washington, DC

Today

$53k - $88k/yr Full time Help Desk Support Incident Management Information Technology (IT)

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Job Description

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

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