ServiceNow ITSM Lead: Help Desk Optimization

Guidehouse

United States

Remote

USD 70,000 - 116,000

Full time

4 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Disability Insurance

Tuition Reimbursement

Learning & Certifications

Employee Referral Program

Job summary

Guidehouse is seeking a ServiceNow ITSM lead to drive ITSM workflows (Incident, Problem, Request, Knowledge) and streamline end-user support across federal environments. You will partner with help desk teams, stakeholders, and technical squads to translate requirements into scalable solutions and maintain knowledge articles.

The role requires an active Secret clearance, 2+ years of experience, and strong consulting, Agile, and training abilities.

Qualifications

Active and maintained SECRET security clearance.
Bachelor’s degree or equivalent experience; 2+ years in IT service delivery.
Experience with ServiceNow ITSM suites and related modules.
Strong consulting, requirements gathering, and training abilities.

Responsibilities

Lead ITSM initiatives with a focus on Incident, Problem, Request and Knowledge workflows.
Gather requirements from help desk teams and stakeholders and translate into scalable ServiceNow solutions.
Design, develop, and enhance ServiceNow apps to improve end‑user support and knowledge practices.
Analyze current Service Desk operations, define future processes, and align with ITIL best practices.
Configure ITSM modules, build knowledge articles, and optimize search and catalog items.
Support UAT, knowledge base audits, and training for successful rollouts.