Remote ServiceNow ITSM Specialist — Help Desk & Knowledge

Guidehouse; Northern (KY); Hybrid; USD 70,000 - 116,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Paid Holidays

Holidays

Tuition Reimbursement

Employee Assistance Program

Job summary

Guidehouse is seeking a ServiceNow Help Desk Support professional for a US-remote, full-time role. You will drive ITSM initiatives, working with help desk teams and stakeholders to gather requirements and translate them into scalable ServiceNow solutions.

You will design and enhance ITSM workflows, incident/problem/request management, and knowledge management while aligning with ITIL best practices. The position requires a SECRET clearance, a bachelor’s degree, and 2+ years of experience.

Qualifications

• ACTIVE and MAINTAINED SECRET security clearance.
• Bachelor’s degree; relevant experience may substitute for formal education.
• Minimum of two 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.

Responsibilities

• Lead ServiceNow initiatives with a focus on ITSM (Incident, Problem, Request, Knowledge Management).
• Engage with help desk agents, support teams, and stakeholders to gather requirements and translate into scalable ServiceNow solutions.
• Design, develop, and enhance ServiceNow applications to improve end-user support and knowledge practices.
• Analyze current-state Service Desk operations to identify gaps and define future-state processes aligned with ITIL.
• Maintain ongoing engagement with users to ensure intuitive, efficient, and adopted solutions.
• Collaborate with technical teams to configure ITSM modules, build knowledge articles, and optimize catalogs.
• Stay current on ITSM capabilities to recommend enhancements that improve Desk efficiency.
• Conduct assessments and provide recommendations to streamline ServiceNow implementations, focusing on ticket routing and SLA management.
• Produce process flows, knowledge governance, user guides, and training materials; support UAT and knowledge base audits.
• Create documentation for ServiceNow workflows, configuration changes, and knowledge processes.

Skills

ITIL knowledge

Agile methods

Requirements gathering

Stakeholder engagement

Knowledge governance

Education

Bachelor’s degree

Tools

ServiceNow ITSM

Job description

Guidehouse is seeking a ServiceNow Help Desk Support professional for a US-remote, full-time role. You will drive ITSM initiatives, working with help desk teams and stakeholders to gather requirements and translate them into scalable ServiceNow solutions.

You will design and enhance ITSM workflows, incident/problem/request management, and knowledge management while aligning with ITIL best practices. The position requires a SECRET clearance, a bachelor’s degree, and 2+ years of experience.