ServiceNow ITSM Lead & Knowledge Expert

US132 Guidehouse Digital, LLC; United States; Remote; USD 53,000 - 88,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Tuition Reimbursement, Certifications

Job summary

Guidehouse is seeking a ServiceNow ITSM Lead to drive ITSM initiatives and improvements across incident, problem, request, and knowledge management workflows.

You will collaborate with help desk teams and business stakeholders to design scalable solutions, optimize the knowledge base, and enhance the ServiceNow catalog. A Secret clearance and Agile experience are required for this role.

Qualifications

• Active Secret clearance required.
• Bachelor’s degree or relevant equivalent experience.
• Experience with Agile, Scrum, or SAFe methodologies.

Responsibilities

• Lead ServiceNow ITSM initiatives focusing on Incident, Problem, Request, and Knowledge Management workflows.
• Gather requirements from help desk agents and stakeholders and translate into scalable ServiceNow solutions.
• Design and enhance ServiceNow applications to improve end-user support and triage processes.
• Analyze current Service Desk operations; define future-state processes aligned with ITIL best practices.
• Collaborate with technical teams to configure ITSM modules and optimize knowledge articles and catalog items.
• Stay updated on ServiceNow ITSM, Knowledge Management, and automation capabilities to suggest improvements.

Skills

ServiceNow ITSM

ITIL

Agile methodologies

Stakeholder engagement

Knowledge Management

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Guidehouse is seeking a ServiceNow ITSM Lead to drive ITSM initiatives and improvements across incident, problem, request, and knowledge management workflows.

You will collaborate with help desk teams and business stakeholders to design scalable solutions, optimize the knowledge base, and enhance the ServiceNow catalog. A Secret clearance and Agile experience are required for this role.