ServiceNow Help Desk Support

Guidehouse Inc.; United States; On-site; USD 70,000 - 116,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Training & Certifications

Tuition Reimbursement

Job summary

Guidehouse is seeking a ServiceNow ITSM lead to drive ITSM initiatives, including incident, problem, request, and knowledge management. You will translate requirements from help desks and stakeholders into scalable ServiceNow solutions and work with cross-functional teams to optimize the knowledge base and request catalog.

The role emphasizes ITIL-aligned process design, UAT support, and comprehensive documentation, with a SECRET security clearance and federal environment exposure.

Qualifications

• Active and maintained SECRET security clearance
• Minimum of 2 years of professional experience
• Experience with Agile, Scrum, or SAFe methodologies
• Strong consulting skills: lead requirements sessions, client discussions, UAT, and user training
• Familiarity with ServiceNow ITSM suite: Incident, Problem, Request, Knowledge Management; exposure to GRC/SPM/App Engine is a plus

Responsibilities

• Lead ServiceNow ITSM initiatives with focus on Incident, Problem, Request, and Knowledge Management workflows
• Translate functional requirements from help desk agents and stakeholders into scalable ServiceNow solutions
• Design, develop, and enhance ServiceNow apps to improve end-user support and knowledge practices
• Analyze current-state Service Desk operations to identify gaps and define future-state ITIL-aligned processes
• Collaborate with technical teams to configure ITSM modules and optimize knowledge articles and request catalog items
• Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to suggest enhancements
• Develop process flows, governance plans, user guides, and training materials
• Support user acceptance testing and rollout of new features and updates
• Create technical and functional documentation for ServiceNow workflows and configurations

Skills

ServiceNow ITSM knowledge

Incident/Problem/Request Management

Knowledge Management

Agile/Scrum/SAFe

Requirements gathering

UAT facilitation

Documentation

Education

Bachelor's degree

Tools

ServiceNow ITSM modules

Knowledge base tooling

Job description

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

About Guidehouse

Guidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law,