ServiceNow Help Desk Support

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

## ServiceNow Help Desk SupportApply: US - Remote (Any location): Full time: Posted Today: 44797**Job Family:**SAAS/PAAS/Cloud Application Development**Travel Required:**Up to 10%**Clearance Required:**Active Secret**What You Will Do:*** Lead ServiceNow initiatives with a primary focus 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 that improve the end‐user support experience, streamline triage processes, and strengthen organizational knowledge practices.* Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‐state support processes that align with ITIL best practices.* Maintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well‐adopted.* Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.* Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.* Conduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self‐service.* Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.* Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.* Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes. **What You Will Need:*** 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; exposure to GRC, SPM, or App Engine is a plus.* 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. **What Would Be Nice to Have:*** One or more ServiceNow certifications (CSA, CIS‐ITSM, CIS‐Knowledge Management, CAD, etc.).* 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.The annual salary range for this position is $70,000.00-$116,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.**What We Offer:**Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:* 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